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Communications And Community Manager
Company | Pearson |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | E-Learning Providers,Education Administration Programs |
Expires | 2023-06-23 |
Posted at | 11 months ago |
Organizational Information
- Establish new/nurture existing relationships with various Pearson Virtual Schools teams who are responsible for communicating with customers directly (including, but not limited to enrollment, placement, special education, curriculum, tech support, and Learning Coach support) to ensure accurate, consistent customer messaging that resonates with the audience.
- Manage communication regarding crisis situations with leadership and cross-functionally.
- Partner with key stakeholders (including but not limited to Schools, Public Relations, School Success Partner Team, Legal, Global Corporate Affairs and Marketing, Business Development and Sales) to ensure alignment on communications approach and messaging.
- Manage social media management platform vendor relationship to optimize platform performance specifically as it relates to Pearson Virtual School needs.
- Oversee efforts to build brand reputation through review site optimization.
- Develop and execute a customer-centric communications strategy for schools and families related to product and brand updates, incidents, and crisis situations using a singular narrative tailored to each audience.
- Serve as social media Safeguarding Lead. Attend required safeguarding training; apply relevant Safeguarding protocols in all conversations with families and the general public; quickly and accurately report all Safeguarding concerns to local and global safeguarding teams as they arise.
- Develop and execute a community engagement strategy for brand and school social media accounts, focused on providing extraordinary customer experience, building and protecting brand reputation, driving traffic and leads, nurturing leads, and retaining customers.
- Set team objectives and analyze report data, providing insights with recommendations to optimize ROI.
- Continuously improve performance by analyzing appropriate social data/metrics, insights, and best practices, then acting on the information.
- Maintain awareness of company risks and industry trends affecting partner schools and proactively prepare a communications plan based on possible outcomes.
- Oversee cross-team moderation efforts to ensure timely, accurate, brand-focused responses to posts/comments on all social media platforms.
- Manage Connections Academy and Pearson Online Academy school relationships as it relates to social media content and moderation.
- Deep knowledge of social media channels and other relevant communications platforms
- Bachelor’s degree in Communications, Marketing or related field.
- 10+ years of communications, marketing, or related field
- Ability to balance the needs of sometimes competing customer bases; comfortable working with all levels of management
- Experience in crisis communications management with an adept ability to thrive in high pressured situations
- Experience resolving customer conflict and a desire to delight the customer
- Demonstrated ability to manage multiple projects and time-sensitive priorities with swift, thoughtful and organized action
- Awareness of and proficiency with communications technologies including Office 365, Google suite, and familiar with learning management platforms.
- Proven ability to craft compelling communications that are clear, concise, and conversational and make creative use of text, video and images
- Excellent consulting, writing, editing (photo/video/text), presentation and communication skills
- Effortless communicator; quickly synthesizes information and delivers clear, concise and friendly communication -- both verbal and written -- to customers and coworkers.
- Strong and confident leader; creates strong morale and inclusive spirit within the team, proactively addresses team performance and communication challenges, and blends new people into teams when needed.
- Customer-centric; ability to engage and develop relationships with customers (both internal and external). Acts always with the customer’s needs, desires, and frustrations in mind.
- Effective at change management (social platforms, strategy, budget cuts, etc.)
- Strong problem-solving skills and attention to detail.
- Takes personal responsibility -- Respects deadlines and meets them. Takes ownership of work, even when the outcome is less than ideal, and learns from past experience. Not afraid to ask questions.
- Advocates for customers and works to quickly to address pain points with a goal toward transforming even the most unhappy customer into a brand ambassador.
- Undaunted by the immediate deadline nature of crisis situations and social media; able to quickly generate communications that are accurate, grammatically correct, and on-target. Availability nights and weekends as needed to respond to crises.
- Thrives in a cross-functional environment.
- Goal-oriented self-starter with a strong desire to innovate. Able to self-manage and multi-task; works well independently and as part of a team.
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