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Job Title: Supervisor, Social Media Care
Job Location: Remote – USA
Job Description:
Note: This position can support a remote candidate within the U.Ss
Role Summary:
The Social Media Supervisor manages a team of iniduals and ensures consumer comments on our social platforms are responded to within our established service level. He/she will
- Determine the US coverage schedule, keeping the team’s global responsibilities in mind.
- Establish and lead social media engagement training for the global team to ensure consistent response and usage across regions.
- Support team with best practices, system issues, engagement questions, and escalated/sensitive cases as needed
- Develop, execute, and evaluate the strategy for consumer engagement.
- Facilitate and foster effective and authentic relationships with consumers on Facebook, Twitter, and Instagram
- Work closely with Consumer Insights, Digital, Marketing, Corporate Communications, and Brand PR to execute an integrated social media plan and analyze the digital space effectively.
- Monitors trends in social media consumer contacts and tracks feedback on new products/topics.
The Supervisor is responsible for exploring, recommending, and executing emerging social platforms. He/she will work with current vendors to integrate these new platforms into our support stack.
The Supervisor is considered the SME of social engagement and will have a portion of social engagement responsibility to ensure he/she stays in touch with the systems, processes, and procedures.
Key Responsibilities:
Social Media Consumer Engagement & Trend Monitoring
- Facilitate and foster effective and authentic relationships with consumers/fans on all social media channels. Responsible for writing and responding to consumers via brand social media channels and creating alignment with traditional contact channels within Consumer Relations.
- Track feedback on new products
- Handle escalated cases brought forth by team members.
Internal Stakeholder Collaboration & Reporting
- Collaborate with internal stakeholders on which products and topics to track, establish approved social media responses, and ensure communication on trends and new product feedback.
System / Channel exploration
- Explore the new and upcoming channels and tools and recommend implementation as necessary. He/she may be tasked to lead system integration and channel expansion projects related to social media engagement, listening, and reporting.
Team Management
- Maintain schedule of engagement, and brand playbook.
- Monitor and ensure SLAs are met.
Desired skills:
- BA/BS in Communications, PR, English, Marketing or other related field
- Experience engaging with consumers
- Independent self-starter
- A strategic thinker with an innate desire to collaborate and execute
- Friendly social media and pop culture maven
- Demonstrates creativity and documented immersion in social media
- Proficiency with leading social engagement tools including Sprinklr, Sprout, Hoot Suite
- Must enjoy working in dynamic and fast paced environment
- Deep familiarity with social media, viral and word of mouth online marketing practices
- Strong data management and reporting
- Excellent writing, editing, and communication skills, including an engaging written voice
- Lifelong learner, adaptable to and embracing of the ever-changing and evolving social media landscape and all its related technological enhancements
- Willingness to work a flexible schedule – some weekends, holidays, and evenings required
Qualifications:
- Minimum Bachelor degree.
- Minimum of 2 years of professional experience handling social engagement and customer care
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