Key Responsibilities:
1. Family Communication and Support:
Serve as the primary point of contact for families, addressing inquiries and providing prompt, professional support through WhatsApp and the in-app official account.
2. Community Group Management:
Establish and manage WhatsApp groups for qualified families to streamline communication, foster collaboration, and ensure the timely dissemination of updates.
3. Community Project Oversight:
Plan and execute community projects by creating timelines, drafting engaging content, and leading discussions with families to encourage the development of their own communities.
4. Case Management and Resolution:
Track and resolve family cases efficiently while maintaining detailed records and ensuring follow-ups are completed to the highest standard.
5. Stakeholder Engagement and Relationship Building:
Organize and lead weekly meetings with family leaders to discuss progress, challenges, and opportunities while maintaining strong and positive relationships.
6. Performance Analysis and Reporting:
Monitor family performance metrics, identify trends, and investigate significant changes. Prepare comprehensive reports with actionable insights to inform management decisions.
7. Feedback Collection and Communication:
Gather constructive feedback from family leaders and relay it to the management team, ensuring alignment with community needs and fostering continuous improvement.
8. Cross-Department Collaboration:
Work closely with other departments such as Event Management, Marketing, and Data Analysis to ensure seamless execution of initiatives, alignment of goals, and effective resolution of interdepartmental issues impacting families.
Qualification:
• Proven experience in community management, stakeholder engagement, or a similar role.
• Excellent communication and organizational skills with the ability to handle multiple priorities effectively.
• Strong analytical mindset with experience in tracking and reporting performance metrics.
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, etc.) and other communication platforms.
• A fast learner with the ability to adapt quickly to new tools, processes, and situations.
• Flexible and open to dynamic work environments and changing priorities.
• Strong interpersonal skills and a commitment to fostering collaborative relationships.
• Experience working cross-functionally with different teams is highly desirable.
