Manage the brands social media accounts.
Key Result Areas.
Brand Level (all brands)
- Reviews management (all online platforms & social media)
- Monitor the reviews.
- Reply to all reviews. (positive & negative)
- Complains management (all online platforms & social media)
- Call all customers and investigate in their case internally with operations, call center and restaurant managers.
- Compensate customers and close all negative cases on the phone.
- Email customers with the digital vouchers to document the compensation.
- Report & document all the closed cases.
- Share the daily reviews by brand by market.
- Share the weekly ratings update along with the weekly report.
- Create a monthly report with KPI’s highlighting the performance and improvements by brand by brand by market.
- Weekly audit on all platforms. (Delivery platforms such as Zomato, Deliveroo etc.)
- Ongoing investigation & auditing for the customers profiles.
- Point of contact with the delivery platforms for brand updates such as menu, prices, images Etc.
- Point of contact with google for google listings, claiming pages, updating brand info Etc.
- Live chat support for the APP/Website. (TBC)