CX & Relationship Coordinator

Company Overview

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

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Team Overview

As part of the Enablement & Critical Channels team, you will be responsible for supporting the design and implementation of processes and strategies aimed at protecting the company's brand reputation, with a focus on critical channels such as Social Media (Instagram, Facebook, TikTok, and X) and Reclame Aqui (Brazil). These initiatives will support different business lines and regions, including Brazil and Latam.

You will also contribute to the development and implementation of brand protection strategies through the use of technology and monitoring tools. These actions will be carried out in close alignment with strategic stakeholders across the company, ensuring and maintaining the overall health of the brand and a strong online presence that supports the company's goals.

We are looking for a professional who is enthusiastic about Artificial Intelligence (AI), eager to explore emerging technologies and leverage innovative solutions to enhance processes, drive efficiency, and support strategic decision-making

This role offers the opportunity to combine operational expertise, analytical thinking, and stakeholder management to continuously improve the effectiveness and efficiency of critical channels.

Role Responsibilities

● 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.

Role Qualifications

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.

EEO Statement

• We create customer 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.
• We believe in 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.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms