About this role
Miral Destinations
Job Overview
Reporting to the Concierge assistant manager, the Community Management Executive manages guest interactions across the social media and digital service channels of Miral Destinations brands. The role responds to comments, messages, reviews and live chats in the right tone for each brand, resolves guest enquiries and concerns, and escalates sensitive cases, helping to deliver a positive experience across every digital touchpoint.
Job Responsibilities
Community Engagement
- Respond to comments, messages and mentions across Facebook, Instagram, X, YouTube, TikTok and LinkedIn in a timely and professional manner.
- Apply each brand’s Tone of Voice and Rules of Engagement in every interaction.
- Manage live chat, WhatsApp, and online review responses in line with team guidelines.
Customer Service
- Address guest enquiries, concerns and feedback, collaborating with internal departments to resolve issues.
- Handle cases end to end in Sprinklr, keeping case notes and categories accurate.
- Escalate sensitive or high-risk cases to the Team Leader in line with the escalation process.
Monitoring & Reporting
- Monitor social media channels for brand mentions, sentiment, and recurring issues.
- Share trends and insights with the team to support continuous improvement.
Job Essentials
- High School Diploma or equivalent
- 2+ years of social media community management or customer support via social media
- Hands-on experience with Sprinklr
- Excellent written English and/or Khaleej Arabic
- Strong attention to detail and written communication skills
- Ability to manage multiple conversations in a fast-paced environment
Job Desirable
- In-depth knowledge of social media platforms and current trends
- Bachelor’s degree, especially in Marketing, PR or Communications
- Experience in hospitality, leisure or entertainment