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Work with different local and international team members to build a communication strategy that echoes the CEE markets’ (mainly Ukraine & Poland) different needs (business lines objectives, marketing strategy, branding, government relations, etc.)
Define the relevant communication positioning and deliver its roll-out, balancing the HQ-led guidance, with the specific local needs you will identify with the local leadership
Build the corporate, B2B, and consumer PR strategy supporting the company’s objectives, using the comprehensive channel mix
Support and train our local spokespersons with media interviews and events working on the speaking notes and key messages aligned with the communication objectives and adapting them to the local context
Identify opportunities and prepare press releases, op-eds and other copywriting materials that help to build brand awareness and support business objectives
Manage the local PR agencies in Ukraine and Poland to set up objectives, collect ideas and track results/performance
Ensure consistency of the communication plan (brand voice and messages) roll out across channels (PR, but also syncing with marketing, customer service, government relations, etc.)
Supporting the team with moderation of member profiles and their content (vehicle pictures, trips, etc.), refunds, answering to members’ messages through various channels (tickets, social media, phone calls) at high-quality level (we offer a 100% response service), providing guidance to our members in a timely manner and with the appropriate tone of voice
Participating in internal projects and process enhancements of the local teams aiming for an improved overall member experience
Monitoring and evaluate the quality of service rendered across different channels that the Customer Support Team supports (mainly tickets, moderations, social media, calls, and other channels supported) pursuing continuous improvement also by proposing training, content and product improvements aiming for excellence towards our customer satisfaction
Providing actionable feedback for the Ukraine’s Customer Support Team and support their individual and collective performance improvements in a timely fashion
Acting as a local coach for new training, individual collaborators, processes refreshes and newly implemented processes
Acting as a local “Trust & Safety” topic owner, supporting the teams to ensure efficient and quality treatment of Trust & Safety tasks
Preparing quality monitoring reports for individuals and teams, and regularly liaise with Managers to discuss trends
Pulling data from systems and applications and develop reports to identify trends to help Managers in decision making