Online Community Specialist

About the role

Etihad is looking for an Online Community Specialist to be the voice of the airline across digital and social platforms. You will transform guest interactions into lasting relationships, protect the brand reputation, and help deliver exceptional experiences beyond the journey.

Key responsibilities

• Deliver exceptional customer care across Etihad’s social media channels and online communities, responding within a 15‑minute SLA.
• Act as a trusted brand ambassador, building strong relationships with guests to foster loyalty and advocacy.
• Investigate guest feedback and service concerns by collaborating with internal stakeholders, airport teams, and operational departments.
• Take ownership of complex guest issues, using sound judgement to restore confidence in the Etihad brand.
• Analyse interactions and service recovery outcomes to identify root causes and recommend improvements.
• Monitor social conversations, emerging trends, and industry topics to enhance brand reputation and business performance.
• Transform guest feedback into actionable insights and share recommendations with key stakeholders.
• Support operational teams and global stations with real‑time guest issues and social media interactions.
• Track, measure, and report on community engagement, sentiment, trends, and emerging risks.
• Proactively engage with online communities to strengthen Etihad’s digital presence.

Required profile

• Diploma qualification or higher.
• Minimum 3 years of experience in customer experience, community management, social media engagement or a similar guest‑facing role.
• Exceptional verbal and written communication skills with the ability to adapt tone across audiences and platforms.
• Strong problem‑solving and investigative skills in a fast‑paced environment.
• Demonstrated ability to handle sensitive customer issues with empathy, professionalism, and composure.
• Passion for social media, digital engagement, and online community building.

Required skills

• Social media platforms (e.g., Facebook, Twitter, Instagram, LinkedIn).
• Online community management tools.
• Social listening and sentiment analysis.
• Data analysis for reporting and insight generation.