B2B Community Manager
Amadeus IT Group SA
Nice; France
il y a 16j

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies : we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting?

Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel Amadeus

Business environment

The Travel Channels Customer Service organization offers support, learning, content management and online services to Amadeus Travel Channels customers through a global and local presence.

Service Digitalization team within Travel Channels Customer Service Organization is responsible for the product management, deployment and adoption of a range of online support and learning services for Amadeus customers and staff.

The offer includes a learning and support portal with a searchable knowledge base, a document repository, a training catalog, self-

service troubleshooting and administration tools, and a case logging facility to report incidents or order services online.

We are now extending the service scope to a global multi-languages collaboration platform where our customers can get peer to peer support.

Beyond Customer Service, this community will also serve marketing needs around product communication, product evolutions and brand engagement.

Purpose

We are looking for a qualified Community Manager to join our team.

If you are a tech-savvy professional, experienced in social media, PR and promotional events, we would like to meet you.

Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content. You should be a people person’ with great customer service skills and the ability to moderate online and offline conversations with our community.

You are responsible for undertaking Community Management activities for Travel Channels Customer Segments (Retail, Online Travel Agencies, Business Travel and Corporations).

To prepare the Community launch, you are working with the local Amadeus organizations to setup a local Community animation and moderation framework, fostering super contributors and privileged moderators among our customers.

You are also engaging product experts across the Amadeus business units to setup the operational model.

Other launch activities include :

Key accountabilities

  • Coordinate with Legal, Knowledge, Translation and the different teams involved in the project in order to ensure platform readiness
  • Deliver content governance and moderation guidelines : Terms of use, FAQs, Data protection policy, Dos and Don’t for employee and customer Community members
  • Design reward program to engage Community members and contributors
  • Provide input for Product Owner and perform product acceptance
  • Provide product content, presentations and demos as needed to support documentation, training, sales tools and collateral creation
  • Set and implement social media and communication campaigns to align with marketing strategies
  • Provide engaging text, image and video content
  • Monitor and report on feedback and online reviews, and transfer relevant feedback to different stakeholders across the organization
  • Organize and participate in events to build community and boost brand awareness
  • Coordinate with Marketing, PR and Communications teams to ensure brand consistency
  • Once the Community is launched, you are closely collaborating with the Support, Marketing, and Amadeus Solutions teams, making sure that they remain involved and engaged in the Community animation and moderation.
  • Your daily activities include :
  • Monitor activity and customer satisfaction to take corrective action as necessary
  • Identify experts and then liaise requesters with experts
  • Support members and moderators, administer the platform
  • Lead network of Community animators, foster collaboration among moderators and members
  • Promote platform, content and Community events
  • Ensure content is properly moderated in term of security, legal and ethical aspects, that the moderation tools are used accordingly and corrective actions are timely taken if necessary
  • Run standard and ad hoc reports on Community activity, interpret website traffic and online customer engagement metrics
  • Collect and distribute feedback and tailored metrics to the relevant stakeholders
  • At the same time, you are closely collaborating with the Customer Service Digital team (Product Owners, Deployment and Adoption) to build a comprehensive and competitive Digital Customer Service offer where the Community is a key player, together with the Service Hub support platform and Learning Universe.

    As such, you will also actively contribute to the digital customer service adoption program.

    As an ambassador of the Customer Service Digital team, you can demonstrate the value of our ready-to-use solutions, and offer consultancy in order to better answer specific segment needs.

    We expect that you :

  • Recommend process, product and / or service improvements based on understanding and anticipation of internal and external business challenges
  • Autonomously solve unique and complex problems that have broad impact in the business
  • Receive guidance from Senior management only in the most complex situations
  • Education

    University degree in Business, Product Management, Marketing or related field, or equivalent work experience

    Industry Knowledge

  • Amadeus Company Understanding
  • Amadeus Customers
  • Professional Skills (Business & Support)

  • Amadeus Marketing Process
  • Business needs and IT solutions connection
  • Product / Service Life Cycle Mgt
  • Professional Skills (Methods & Processes)

  • Project Management Fundamentals
  • Requirement Management
  • Soft Skills

  • Communication Advanced
  • Persuasion
  • Our diversity commitment : equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

    Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorisation.

    Recruitment agencies : Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location.

    Amadeus is not responsible for any fees related to unsolicited resumes.

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