Program Manager, Social Brand Reputation (France)

Contenu de l'offre Program Manager, Social Brand Reputation (France) chez Uber

Program Manager, Social Brand Reputation (France)


## About the Role
Our mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber’s reputation. To do this, we are expanding a new team called the Social Brand Reputation Team (SBR) to new priority markets. They sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Brand Social and Crisis Communications.
You should possess a strong enthusiasm for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, as well as feel comfortable handling sensitive issues-centric topics.
This role requires a person who is a dynamic, and fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems that arise in this high-change environment. The person should also be prepared to lead, steer, and guide junior members of the team.
## What will the candidate do:
- In partnership with the Global SBR/SORT leads, provide white glove attention for viral and influencer posts on social media and work with Comms and Brand Social to serve as the frontline team for issues surfacing on social media
- Hire and onboard two frontline specialists to run the day-to-day operations and to provide continuous support and management to these team members
- Following the launch, fully run the France SBR strategy and daily operations with regional team members (Comms, Brand Social, Safety, Risk, Fraud, Escalations, etc.)
- Lead the Sprinklr France SBR workflow and optimizations
- Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights and the opportunity to completely design, prioritize, and implement projects to support this fast-growing organization scale.
- Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaising with policy, etc.
- Elevate customer care with a Brand Social/Comms lens
- Understand the full spectrum of Uber customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people
- Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization
- Work with diverse sets of senior global partners across our Community Operations team in alignment with our global strategy
- Develop executive-level communications and presentations for Uber’s leadership
- During an emergency or major brand crisis, be on-call during nights and weekends as needed
## What will the candidate need:
- Fluent in both English and French
- Minimum 5 years of work experience, preferably handling social media for a large global brand with diverse issues
- Bachelor's degree or equivalent experience, preferably in Communications, Social Media or Public Relations
- Strong understanding of France’s social media and traditional media landscape
- Experience running multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
- Ability to thrive in an ambiguous and flexible work environment
- Software proficiency in Sprinklr &/Or Brandwatch is preferred
- Strong collaboration & management skills, especially the ability to lead conversations in complex situations involving multiple and senior collaborators from varied backgrounds
- Understand intuitively what has the propensity to go viral and create brand crises
- Experience leading influencer/celebrity management and relationships
- Strong communicator (both verbal and written); creative copywriting skills. Customer focus, empathy, and business insight to understand the customers’ needs and generate engaging conversations on Social Media
- Problem solver - Desire to address complex problems without hesitation
- Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive, and energetic approach to work
- Highly organized and able to multitask, whilst maintaining clear and proactive flow of communication
- Clear understanding of engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
- Ability to de-escalate, shift, and approach negative engagements to turn them into positive outcomes for our users
- Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business
- Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
\-Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).