Manager - Social Media & Community Management

**Manager - Social Media & Community Management
Star Alliance is the world’s largest airline alliance.

The vision of Star Alliance is “to be the leading global alliance for the high value international traveller and the mission of the organisation is “to contribute to the long-term profitability of its members beyond their individual capabilities.” The Star Alliance office in Singapore, coordinates the global activities of the alliance including managing joint projects on behalf of its 26 member airlines.

Based in Singapore, the Manager - Social Media & Community Management is a position that reports directly to the Director Communications & Marketing. Responsible for social media as a critical brand building and customer communications channel, the manager and his/her team will play a critical role in delivering the value provided by Star Alliance to the member airlines. This position requires a seasoned professional with a strong background in marketing and social media management.

This job opportunity is based in Singapore.

The Communications & Marketing business unit consists of marketing, communications, branding, social media and events functions. The team focuses on improving the visibility and the awareness of Star Alliance’s brand.

**Job Summary**

**Social Media Management**:

- **Social Media Strategy**:Develop and implement effective social media strategies to achieve marketing goals.
- **Content Creation and Curation**:Generate creative and engaging content for all social media channels. Maintain content calendars and schedules for consistent posting across all platforms.
- **Collaboration**:Work closely with marketing and communication teams to align social media strategies with overall marketing goals. Collaborate with influencers, partners, and other stakeholders to expand reach and engagement.
- **Agency Management**:Collaborate with the social media agency to create visually appealing graphics and multimedia content, and strategically relevant communication messages.
- **Analytics and Reporting**:Track and analyze key performance indicators (KPIs) to measure the success of social media campaigns. Provide regular reports on social media performance and make data-driven recommendations for improvement.
- **Stay Up-to-date and Compliant**:Stay informed about changes in social media algorithms and adjust strategies accordingly. Ensure all social media activities comply with relevant regulations and guidelines.

**Community Engagement**:

- **Fostering a community**:Maintain a strong online community by responding to comments, messages, and mentions. Identify positive brand mentions and turn them into brand building opportunities and conversations on social media.
- **Troubleshoot**:Address customer queries received on various channels, including social media, and collaborate with internal teams to resolve promptly and communicate back.
- **Process Owner**:Own and improve the process of funneling customer queries from all channels, and segregate and manage/solve them as per the defined resolution matrix.
- **Partner Management**:Own the relationship with backend partner, develop FAQs and other material to aid customer query resolution. Train partners as necessary.
- **Innovative solutions**:Evolve community management with digitalisation and innovative solutions to enhance customer query resolution.
- **Data Analysis & Reporting**:Track performance and report results periodically.

**Your Profile**
- A minimum of 4 years work experience in a Social Media & Community Management role
- Bachelor’s degree in Marketing, Communications, or a related field.
- Strong understanding of social media platforms, algorithms, and best practices.
- Excellent written and verbal communication skills.
- Proficient in social media management tools and analytics.
- Creative mindset with the ability to think outside the box.
- Strong organizational and multitasking skills.
- High level of proficiency in English is essential, as it is the sole language used for communication with Star Alliance Member Airlines and other external stakeholders

**We Offer**
- Full-time position
- Unlimited contract
- Flight benefits
- Staff team events