Website Royal Caribbean International
Position Summary:
Celebrity Cruises are is looking for an energetic and talented community management executive to join our customer service team. The successful candidate will need to manage all conversations and questions with our guests on social media / live chat channels. This role is pivotal to enable Celebrity Cruises increase connection and participation with our audiences to deliver exceptional service at all stages of the customer journey – and to drive brand engagement as a responsive and caring business.
This individual will be a strong communicator, innovative with their with a good knowledge of the social ideas landscape and have a passion for brilliant customer experience. The candidate will need to develop an engaging and impactful experience for our social communities that reflect the exceptional holiday experiences we offer. Ability to manage live chat conversations and responses to guests emails. Hence we expect this individual to be talking to communities not just on owned media channels but to be proactive on non-owned social channels.
Key Responsibilities:
- Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging customer conversations. You should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community.
- Responding to guest and trade service emails during peak periods
- Responding to comments and customer queries in a timely manner
- Organize and participate in all social platforms to build community, boost brand awareness and drive leads to either the web or our sales team
- Providing engaging text, image and video content for social media accounts
- Build relationships with customers, potential customers and potentially industry professionals
- Liaise with Development and Sales departments to stay updated on new products and features
- Stay up-to-date with digital technology trends
- Ultimately, you should be able to act as the face and voice of our brand and manage all community communications.
- Coordinate with Marketing ,and PR teams to ensure brand consistency and to flag in good time and potential issues that may need escalating or careful messaging
- Work alongside the GTS team to ensure guest communications are relevant and guests are responded to within an agreed timeframe, closing each and every conversation down effectively.
- Respond to each piece of feedback using our brand voice and ensuring that each guest’s comment has been fully addressed. Decide on the most appropriate channel of response (online, email, telephone) based on the customers issue. Ensure that all customer comments are responded to within the SLA
- Compile a tracker of guest feedback and highlight any themes and trends on a weekly and monthly basis
- Downloading customer feedback from social media sites and our 3 customer surveys.
Required Education & Experience:
- Excellent verbal communication skills
- Ability to interpret website traffic and online customer engagement metrics
- Hands on experience with social media community groups for brands
- Proven work experience as a community manager
- Preferred experience of working within the Travel cruise industry
- Attention to detail and ability to multitask
- Excellent writing skills
- Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)