Salon Line Brasil

Social Media Manager

• Analyze and operationalize, as appropriate for each case, consumer contacts made on social media platforms, providing support, solutions, and entertainment.
• Ensure excellent communications and service solutions that foster the brand and protect both the consumer and the Salon Line brand.
• Accurately and objectively classify consumer mentions on social media for reporting, statistics, and crisis management purposes, following guidance from coordination.
• Participate in monitoring and crisis management processes, identifying, tracking, and analyzing sensitive mentions that could harm the brand's reputation.
• Meet deadlines and targets established by management and coordination.
• Ensure compliance with the Consumer Protection Code (Código de Defesa do Consumidor) in social media interactions.
• Ensure compliance with Salon Line's Customer Service Policy.
• Immediately report to coordination and management any operational issues or crisis cases that may impact the consumer experience with Salon Line or damage the brand’s reputation.
• Participate in initiatives to foster and develop the Customer Relations area.
• Propose continuous improvements to the processes of Salon Line's social media customer service area.

Social Media Relationship Analyst

Supervisor

• Promote team integration with Planning, Media, Creative and other departments.
• Implement analysis processes, derive learnings and provide recommendations based on results.
• Support planning and execute initiatives to build data foundations, identify consumption profiles and history, maintain customer databases, and develop dashboards and graphical, qualitative and quantitative analyses.
• Conduct analysis and requirements gathering, specification, modeling, dashboard development, ETL and reporting.
• Define and implement KPIs and provide support to other areas regarding key performance outcomes.
• Analyze the performance of overall online strategies.
• Guide other teams with a focus on operational quality.
• Prepare periodic performance reports.
• Manage team workload and day-to-day activities.

Social Media Relationship Analyst

Digital Analytics Supervisor