Manager – Digital Community Engagement
We are a full stack Design and Digital agency scaling brands digitally with Breakthrough Creatives, Performance data driven media buying, Impactful Experience lead technology development across every step of the funnel. As cliché as it may sound, we are one of those start-ups that began from the bedroom of the founders and grew to a team of 80+ members across Colombo and Singapore. This growth is a testimony to the profitable growth our digital marketing and technology development initiatives has had on our clients over the past decade and the culture of growth we have built for our teams at Digibrush.
We are on the lookout for an Associate Creative Director with a proven track record of strategic English creative writing.
The purpose of this role is to generate ideas that considers the overall look-and-feel of the client’s requirements and masterfully executes them with the assistance of our team. We are on the lookout for someone who is knowledgeable with integrated creative solutions and experiences. The chosen candidate has the option to work both independently or as part of a creative team.
If you have over 5+ years of executing masterful work that breaks through the clutter, can conjure content that is deeply rooted with local insights and changes customer behavior & perception, then you are who we are looking for!
Responsibility:
- Ensure real time management of customer interactions to maintain service efficiency.
- Track and report on service level agreements to ensure compliance and continuous improvement.
- Analyze and present CRM data to optimize customer engagement strategies.
- Prepare and deliver weekly, monthly, and ad hoc reports to provide insights into operational performance.
- Monitor and report on customer dissatisfaction trends to identify areas for service improvement.
- Keep operational manuals updated to reflect current best practices and processes.
- Oversee day to day operations, ensuring smooth workflow and adherence to company standards.
- Create and maintain work schedules to ensure adequate staffing and operational efficiency.
- Assist in hiring new agents and liaise with internal administrative teams for operational tasks.
- Deliver clear and impactful presentations to stakeholders on key operational metrics and engagement strategies.
Requirements:
- Proven experience in customer service, operations management, or community engagement
- Strong analytical skills with experience in CRM reporting and SLA management
- Excellent communication and presentation skills
- Ability to manage multiple tasks efficiently and work collaboratively with cross-functional teams
- Proficiency in Microsoft Office and CRM tools
- Previous experience in the telecommunications industry or a team lead position is an advantage.