Community Manager

Costa Crociere is seeking a talented, energetic and results-driven Community Manager to join the Costa's Global Commercial Operations department, our worldwide multichannel unit whose mission is to continuously engage customers on every touchpoint including social media.In this framework, we have integrated Social Media as part of our multichannel customer support strategy and we have big plans for them in the upcoming years. As of now, they are already playing a pivotal role in our continuous effort to ensure an excellent level of customer satisfaction whilst in contact with the brand during each phase of the vacation journey.

KEY RESPONSIBILITIES

• moderating the Company's profiles on Facebook, Twitter, Google+ and YouTube.
• performing sentiment analysis with both a quantitative and qualitative approach
• promoting engagement initiatives aimed at stimulating the interest of the Community towards the Costa product
• coordinating Social Caring activities throughout the entire customer lifecycle
• constantly tracking Community's response to Costa Social Media contents and providing analysis and insights to improve performances  

Job Requirements

• 1/2 yrs of experience in managing Company pages on all Social Media
• Active user of as many platforms, with a perfect knowledge of Social Media dynamics and tech aspects
• Impeccable written communication skills
• Able to handle multiple channels and conversations with ease, while remaining focused to understand how social content is performing and social conversations are shifting
• Able to detect and evaluate conflict situations in order to address them in the most professional manner
• Self starter combining both enterpreneurial and strong team spirit, willing to support and coach less experienced colleagues
• Capable of interacting at all levels with colleagues from every Company departments whenever their support is needed to appropriately respond to comments online.
• Excellent writing skills in Italian, Spanish and French