CX & Relationship Coordinator

About the company

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

#LI-Hybrid

In this role, you'll be...

● Lead and develop projects focused on social media strategies and consumer rights channels, driving effective brand health outcomes.

● Act as a trusted partner and subject matter expert in critical channels across the organization, providing thought leadership and a clear vision for the CX, PR, and Marketing teams.

● Demonstrate a deep understanding of consumer behaviour across social media and critical channels, proactively identifying risks and proposing actions to mitigate reputational impact.

● Develop and implement crisis management strategies and frameworks to protect and strengthen the brand's reputation.

● Bring strong expertise in Social Listening, leveraging insights and monitoring capabilities to identify trends, anticipate potential issues, and support data-driven decision-making.

● Exhibit excellent stakeholder management and customer service skills, with the ability to build collaborative relationships across cross-functional teams and all levels of the organization.

We're eager to be in touch because you have...

● Bachelor's degree

● 6+ years of experience in Social Media or Critical Channels

● Solid understanding of Social Listening

● Hands-on experience working with Social Media Tools: Sprinkler, Stilingue, Brandwatch and others.

● Strong analytical skills .

● Experience managing high volumes of information while maintaining a high level of accuracy, organization, and attention to detail.

● Ability to independently manage priorities, balance multiple tasks, and effectively navigate a dynamic environment

● Experience reviewing processes, identifying improvement opportunities, and supporting the implementation of operational enhancements and continuous improvement initiatives.

● Strong problem-solving skills with the ability to investigate issues, propose practical solutions, and drive timely resolution.

● Excellent stakeholder management and customer service skills, with the ability to build collaborative relationships across different teams and levels of the organization.

You'll love working at DiDi because...

We create user value
We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven
We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration
Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity
Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).