Digital Channels Junior Manager
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Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone everywhere while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8000 employees from more than 110 nationalities who share our values of inclusivity positivity dedication integrity and sustainability.
As a rapidly expanding airline we offer exciting career opportunities across a range of functions from flight operations to engineering customer experience finance and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation dedicated to excellence and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry we welcome you to explore our job opportunities and become a part of our success story.
Digital Channels Junior Manager
Based inBudapest
Purpose of the role
Digital Channels Engagement Manager is responsible for leading the strategydevelopment and execution of customer support through Chatbot Live Chat HelpCentre and Website channels. Ensures consistent and reliable Chatbot and LiveChat activity in accordance with corporate and departmental service levelrequirements to meet and exceed customer expectation in the area managed byrespective team. Is responsible for the continuous development and optimizationof the Chatbot Help Centre and website self-service functionalities. The idealcandidate will be passionate about creating seamless digital experiencesleveraging technology to drive superior customer experiences.
Responsibilities
- Develop and execute a strategic plan for managing and improving ChatbotLive Chat Help Centre and Website self-service channels.
- Collaborate with senior leadership to align digital engagement strategieswith overall business objectives.
- Lead the development implementation and maintenance of Chatbot andLive Chat functionalities.
- Monitor performance metrics and user feedback to optimize Chatbot and Live Chat channels for better customer interaction and satisfaction.
- Oversees and manages digital platforms in area of responsibility (ChatbotLive Chat platforms).
- Define departmental quality KPI and standards of written customercommunication.
- Monitor the performance and report on the indicators on a weekly/monthlybasis.
- Coordinate with external vendors for technical enhancements of Chatbotand Live Chat and issue resolution.
- Oversee the content strategy organization and continuous improvement ofthe Help Centre.
- Ensure Help Centre content is accurate up-to-date and effectivelyaddresses customer needs.
- Responsible for setting up managing and overseeing processes & systemsconnected to Chatbot Live Chat and Help Centre including harmonizationof communication across the different channels.
- Collaborate with content teams to create new articles guides and FAQsbased on customer inquiries and feedback.
- Identify opportunities for enhancing the customer experience on thewebsite.
- Work with UX/UI designers and developers to implement improvements thatenhance usability and engagement.
- Analyse website analytics and customer feedback to drive continuousimprovement.
- Track and report on key performance indicators (KPIs) for Chatbot LiveChat and Help Centre.
- Provide insights and recommendations based on data analysis to informstrategic decisions.
- Work with business Digital & IT teams to plan the upcoming CustomerService developments based on business value.
- Develop and keep up to date Chatbot Live Chat and Social Media manualsin liaison with Customer Care Team stakeholders.
- Manage ad-hoc inquiries and requests from management related to the areaof responsibility.
- Manage and oversee incident reporting from Customer Service agentssupervisors and managers with the area of responsibility.
- Cooperate cross-functionally within the organization.
- Stay informed about industry trends and advancements in digitalengagement technologies.
Experience
At least 1 year experience in operations customer experience or projectmanagement.
Hard skills
- Proficiency in managing social media moderation and live chat tools.
- Strong analytical skills with an ability to identify patterns and recommend scalable solutions.
- Advanced computer literacy.
Education
Bachelors or Masters degree
Language
Fluent English (both written and spoken)
Skills and competencies
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving abilities.
- Team-oriented personality with the ability to work under time pressure.
- Creative problem-solving skills.
When applying please only provide valid information regarding your educational background and certificates as the original documents will be requested during the hiring process.
We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities.
Required Experience:
Manager
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
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