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Manager, e-Care Strategy and Customer Care Social Media  
About FCA FCA US LLC, was formed in 2009 from a global strategic alliance with FIAT Group. The company produces vehicles and products under the Chrysler, Jeep®, Dodge, Ram, FIAT, SRT, and Mopar® brands. The combined resources, technology, distribution technology, brands, engineering, and manufacturing allow us to compete on a global scale. Our alliance allows us to build on the culture of innovation first established by Walter P. Chrysler in 1925 and FIAT's complimentary technology whose heritage dates back to 1899.

FCA takes great pride in fostering an inclusive work environment where employees can leverage strengths, experiences and perspectives. At FCA, we believe it is the diversity of talent and perspective that allows us to take a visionary approach, to strategically apply new technologies and forge ahead in our industry in innovation and performance.
Employment Type Full Time
Percent Travel 0-20%
Physical Location Mopar Complex - Center Line
Job Description

The e-Care Strategy and Customer Care Social Media Manager is responsible both for the digital customer care strategy and for social media customer care operations (Social Connect). This blend of strategy and operational responsibilities offers the opportunity to drive significant change in how FCA engages with customers on digital channels, as well as the responsibility to deliver an exceptional customer experience in the social media space. The successful candidate will be expected to lead, inspire and motivate a team, while balancing operational, strategic and supervisory responsibilities.

This candidate will lead the Social Connect team, which serves as a key conduit to Fiat Chrysler customers to assist them with questions and issues, to inform and educate them, to learn what they are talking about, and to then close the loop with the other organizations of FCA of these collected insights. This Manager leads the team with eyes and ears on social media for the company.

Job Responsibilities:

  • Establish and maintain a dynamic digital customer care strategy for reaching customers where they choose to be.
  • Coordinate the development, launch, and support of new digital products and services and enhancement of current digital services, focusing on delivering an exceptional experience to FIAT Chrysler customers.
  • Work closely with customer care operations management and contact centers to, collectively, deliver an outstanding customer digital experience.
  • Establish performance expectations of the digital customer care teams and tactics to deliver on those expectations.
  • Continue the development and leadership of a dynamic, motivated, and curious team around customer care, marketing and listening activities.
  • Guide and inspire the Social Connect team in the following key activities:
    • Provide customer assistance and marketing support service to customers within the social media space across networks, forums, blogs, and other social media platforms-Provide proactive support to consumers requesting assistance
    • Promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions
    • Create engaging and informative analytical social listening reports and insights to individual brands
  • Collaborate with internal clients, regions, and other organizations utilizing social media, ensuring complimentary activities and tools.
  • Work with leadership to define global social care KPIs and reporting processes.
Position Requirements

Basic Qualifications:

  • Bachelor's degree
  • Minimum of 3 years of experience with social networks/digital channels at a professional level
  • Minimum of 1 year of experience in customer experience/care
  • Ability to identify gaps and opportunities to improve the experience throughout the customer journey
  • Experience working in a team environment, collaborating across organizations and levels
  • Strong organizational skills and proven history of multi-tasking
  • Demonstrates critical thinking and unique problem solving skills

Preferred Qualifications:

  • Bachelor's degree in business management, digital marketing, communications, marketing/sales
  • Master's degree in related field
  • Business strategy experience
  • Leadership or supervisory experience
  • Ability to handle ambiguity and embrace change as an opportunity rather than an obstacle
  • Proficient in G Suite
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Date Posted Dec 20, 2018
Job Category Corporate-Administrative
Req # 1034920
  FCA US LLC is proud to extend to its employees a compensation and benefits package that is designed to retain their talent and to motivate and reward job performance. Our present compensation program provides for competitive, market based salaries, and annual vacation and holiday time off. We make available a comprehensive health care benefits plan which, depending upon the employee’s role, includes medical, dental, vision and prescription drug coverage. We also offer a disability absence plan, group and optional life insurance program, savings plan, tuition assistance, and vehicle purchase and lease discounts for certain employees, and for their family and friends.

Note: Some of the benefits listed above may not apply to summer vacation replacement and temporary employees.
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Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity

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