Supervisor, Social Media Care - remote

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 individuals 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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