Social Media Specialist
Virgin Mobile
Total years of experience :12 years, 3 Months
• Responsible for managing daily social media activities for the brand, helping customers and amplifying the brand tone of voice to the customer base and wider community
• Lead on building online advocacy, writing editorial and FAQs and ensuring saliency, and organic sharing
• Training and supervising 30 champions for online customer care
• Quarterly strategy for content creation to develop the brands Originals Group and customer loyalty
• Executed the content strategy for the soft launch and the big launch content which resulted in 52% SOV, 82% positive sentiments 122K+ web visits and 35% organic engagement rate
• Ensure that the brand tone of voice is delivered to the market consistently across all touch points
• Ensuring the various departments are aligned with marketing campaigns and ready to go to market through effective internal communications
• Writing creative copy for retention of customers which includes emails, SMS, push notifications & supports service revenue
• Build memorable online customer experiences and in return for brand affinity
• Create customer care briefings for all marketing campaigns along with communication direction for partnerships
• Partnerships worked on: Samsung, Netflix, iPhone, Zomato, TedX Al Wasl Women, Virgin Radio, Red Fest 2018, ComicCon 2018
Key achievements include:
• Member of the marketing team that launched Virgin Mobile in the UAE - disrupting a duopoly
• Introduced Virgin Mobile to the press and influencers by hosting an exclusive event
• Developed new app update video concepts and produced them in-house
• Successfully produced video content featuring Kris Fade and Virgin Mobile’s first 5 customers
• Challenged the online community health of 70% and drove it to 90%
• Successfully on boarded 8 employees through effective brand introduction and training
• Member of the team that launched the purchase option for the new iPhone XS and XS Max at Virgin Mobile
• Responsible for internal project management, regular reporting on community growth, campaigns and competitors
• Trained team members on managing client expectations and building strong online communities
• Participated in campaign development, marketing strategy, content strategy & was responsible to sell ideas to the client
• Determined effectiveness of social media activities and measured KPIs and ROI
• Lead on all client communications and delivery for the agency
• Responsible for tracking industry benchmarks and analyzing client’s performance against them
• Managed client’s budget for social media development, and billing the client
• Managed a team of two social media community managers.
Key achievements include:
• Pitched, won and successfully managed the Sony MEA, Al Ain Dairy, MTV, Colors TV, Britannia, Batiste Arabia, Mobil 1 account
• Increased footfall by 30% at MTV India ME’s local event #Unplugged through online awareness and ticket sales
• Built strong working relationships with clients
• Developed creative content calendars through brand research, online listening and by staying on top of trends
• Regularly reported on community growth, brand sentiment and brand engagements and reach
• Managed brand presence across Facebook, Twitter, Pinterest, YouTube, LinkedIn and Instagram
• Responsible for analyzing content insights and creating action plans for brands based on findings
Key achievements include:
• Successfully drove awareness by live reporting of the Kidz Starz 2013 & 2014, Dubai Jazz Festival 2013 & 2014, Dubai Food Festival 2014 and Eid at Dubai Festival City which resulted in a 60% higher organic engagement rate
• Wrote regular WOW social media content for brands across 5 industries
• Proactively self taught and offered social media reporting using Meltwater, Sysomos and Simply Measured tools
Brands worked with:
Dubai Festival City Mall, Oasis Centre Mall, Honda UAE, Toyota UAE, Fisker Automotive Middle East, Toys R Us Middle East, Bajaj Finserv & Yas Viceroy Abu Dhabi
November 2012 - Current Socialize Digital Media Agency and Training House.
Joined as a Social Media Executive and currently positioned as Assisting Account Manager.
Key achievements include: • Three communities managed were listed in the Top 50 social media brands in the
Middle East listed by Gulf Business. Edition-September 2012.
• Started with communities of 38, 000 fans and currently have more than
300, 000+fans.
• Authored Digital Media blogs on the Socialize blog website. http://bit.ly/Q4b2BC
• Fashion blogs written for the SPLASH Fashions website
Key responsibilities: Reporting, Community Management and Client Servicing.
• Conceptualize tactical campaigns, applications and games.
• Coordinate activations with the creative teams, senior manager and clients.
• Content research, planning and creation.
• Regular reporting on community growth, campaigns and competitors.
• Gained basic understanding of Facebook Advertising.
• Helped train interns for community management at Socialize.
• Managed social communities from retail & banking industries. Key clients
include: Mashreq, Majid Al Futtaim Malls (Dubai), Irony home, Lamcy Plaza,
Splash, GLAD Arabia,
October 2011 Copywriting Intern at Crayons Communications, Dubai (U.A.E)
• Research & development of creative online content for Sharaf DG, Harman
House, Brands for men, Label 24, Dubai Super Sixes, Continental Coffee.
• Assisted in coordinating the Dubai Super Sixes 2011 press event.
May - July 2011 Social Media Intern at Flip media
• Executive for client twofour54 (Abu Dhabi) on their venture Creative Lab.
• Managed content for clients Dubai Events and Dubai Calendar's websites Learnt to use content management system (CMS)
Authored pitch scripts for reality shows and advertisements.
• Key clients: Safi, MTV, Channel V, J Hampstead suiting's, Close up & Yardley.
Interned with ITP Business Publishing co. ltd, Dubai (U.A.E)
• Worked with Marketing, Design and Research departments.
• Projects completed during internship: - Wrote the official Press Release for SCATA Awards 2010.
- Interviewed winners of SCATA Awards 2012.
View videos here: http://bit.ly/hhScata
- Worked on a research project to identify potential target group for the launch of a Telecom magazine
Worked as a Customer Service Executive for Barclays (UK) for credit & insurance.
Internships
Passed with distinction.