Customer Experience Manager – Social Media

About the role

The Customer Experience Manager – Social Media will lead BETIKA's customer experience operations across social media channels. This senior contractor role focuses on optimizing resources, ensuring high‑quality interactions, and driving continuous improvement of the CX centre.

Key responsibilities

• Optimize staffing, technology and facilities to meet operational needs and monitor KPIs to ensure service level targets.
• Streamline processes, develop training programmes and manage quality‑assurance initiatives for the social‑media CX team.
• Design and execute crisis‑communication plans, handle negative comments and coordinate with Marketing and Digital teams on social‑media campaigns.
• Lead people and performance management: set expectations, conduct performance reviews, implement recognition programmes and resolve team conflicts.
• Serve as the final escalation point for complex customer issues, develop resolution strategies and analyse root‑cause trends.
• Generate regular performance and operational‑efficiency reports, communicate insights to management and support data‑driven decision‑making.
• Evaluate emerging technologies, oversee integration with existing systems and provide related training.
• Participate in budget development, monitor expenditures and identify cost‑optimization opportunities.

Required profile

• Minimum 5 years (60 months) of experience in customer experience, call‑center or social‑media operations.
• Proven leadership ability to manage and develop high‑performing teams.
• Strong analytical skills to monitor KPIs, conduct root‑cause analysis and forecast resource needs.
• Experience designing crisis‑communication plans and handling escalated customer issues.
• Ability to collaborate across Marketing, Digital, Product and Technical support functions.
• Senior‑level professionalism with excellent communication and stakeholder‑management skills.