At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and passionate individual to join our team as a Sr. Manager, Virtual Entertainment Client Assistance. As a key member of our Watcher Experience (VX) group, you'll play a crucial role in shaping the future of customer support at arenaflex.
**About arenaflex**
arenaflex is a global leader in the entertainment industry, with a rich history dating back to 1923. Our company has grown to become a household name, with a diverse range of businesses and brands that include Disney, Pixar, Marvel, Star Wars, and National Geographic, among others. We're committed to creating innovative and immersive experiences for our customers, and we're always looking for talented individuals to join our team.
**Job Summary**
As a Sr. Manager, Virtual Entertainment Client Assistance, you'll be responsible for leading our team of customer support specialists in providing exceptional service to our customers across various social media platforms, including Twitter, Facebook, Instagram, and AppFollow. You'll be the driving force behind our social media support strategy, ensuring that our customers receive timely and effective support across all brand verticals.
**Key Responsibilities**
* Create and operationalize the social support process and guide, including setting a team vision, developing key metrics, planning flexible cycles, setting, and achieving team objectives across all brand verticals.
* Drive the execution of suitable reporting and analysis while considering the needs of partners.
* Lead a team of leaders and individual contributors daily while directing DTC's social media support strategy and execution across a global footprint.
* Proactively identify gaps and holes in current social support standards and drive goals to improve functional work processes and the customer experience.
* Collaborate with senior leaders cross-functionally to work towards a detailed customer experience while supporting the broader objectives as they relate to Web-based Entertainment strategy for all arenaflex brands.
* Work with partners to ensure approval and endorsement of strategy and content for global social groups, ensuring each brand is being informed with proper tone and voice.
* Lead and guide go-to-market launches and product launches, collaborating with all partners and cross-group colleagues to ensure social presence is properly addressed and supported.
* Support episode management needs during high-impact situations, serving as the point of contact for leader briefings while directing social response, collaborating with Chief, PR, and Legal direction.
**Essential Capabilities and Abilities**
* BS/BA degree or applicable professional experience
* 2+ years' experience managing a team, ability to energize and develop colleagues, it's a plus to lead leaders.
* 2+ years' experience in virtual entertainment or online community management, demonstrated ability to drive business results through social action
* Experience with social media management platforms, e.g., Salesforce (Service Cloud), Hootsuite, Listenfirst, Qualtrics, Sprinklr.
* Steady history of creating and operationalizing innovative social media projects
* High expertise with Twitter, Facebook, Instagram, AppFollow, and more
* Demonstrated understanding of which metrics and tools help improve the customer experience through social channels.
* Show a high ability to bear setting shifting and interruptions while staying productive and able to provide effective direction.
**Preferred Capabilities**
* Magnificent written and verbal communication skills
* Experience with technology, entertainment, and segmenting customer crowds
* Ability to collaborate well with cross-functional teams.
* Value responsibility and take ownership from start to finish.
* Approach challenges head-on with a positive and engaged approach
**About arenaflex and its Benefits**
arenaflex is one of the world's largest and most renowned entertainment conglomerates, with a rich history dating back to 1923. Our company has grown to become a household name, with a diverse range of businesses and brands that include Disney, Pixar, Marvel, Star Wars, and National Geographic, among others. We're committed to creating innovative and immersive experiences for our customers, and we're always looking for talented individuals to join our team.
**Advantages of Working at arenaflex**
* Working at arenaflex can offer employees a range of benefits and advantages, which may include:
* Employee Discounts: arenaflex employees often receive discounts on stock, amusement park admission, and other arenaflex-related products and services.
* Health and Wellness Benefits: arenaflex normally offers comprehensive health and wellness benefits, including medical, dental, and vision coverage, as well as health programs and resources.
* 401(k) Retirement Plans: Many employees have access to 401(k) plans with employer matching contributions to help them save for retirement.
* Paid Time Off: arenaflex commonly provides paid time off, including vacation days, holidays, and sick leave.
* Education Assistance: Some employees may have access to education assistance programs to help with professional development and career advancement.
* Employee Assistance Programs: arenaflex may offer employee assistance programs to provide counseling and support services for personal and professional challenges.
* Career Advancement: arenaflex frequently provides opportunities for career advancement and progression within the company.
* Employee Recognition: arenaflex recognizes and rewards employee contributions through various recognition programs.
* Unique Work Environment: Depending on the job, arenaflex employees may have the opportunity to work in unique and exciting settings, such as amusement parks or studios.
* Innovative and Collaborative Culture: arenaflex cultivates an innovative and collaborative work culture, empowering employees to contribute their ideas and talents to the company's projects and developments.
**How to Apply**
If you're a motivated and passionate individual who is looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We can't wait to hear from you!