Director, Social Media & Community Engagement

Position Summary

Reporting to the Senior Director, Digital Content, the Director, Social Media & Community Engagement is responsible for managing and mentoring a social media team and coordinating cross-functionally with a variety of internal teams—including Digital, PR, Customer Relations, Creative, Reservations, Brand Marketing, Product, and others—to design and drive a social media strategy that builds and preserves the brand in real time.

The position requires a thorough understanding of best practices for all existing and emerging social platforms, including, but not limited to: Facebook, Instagram, LinkedIn, Twitter, Pinterest, YouTube, TikTok, Threads, and Snapchat. Extensive experience in brand management, customer engagement, content strategy and editorial execution is required. Candidate must have strong interpersonal and talent management skills, “can-do” attitude, ability to work well under tight deadlines and to accommodate changes. Must be proactive, self-starter willing to do what is needed to complete a task, work well with others and be able to build rapport /collaboration across departments. The ideal candidate will have a strong background in strategic planning within the social and digital space and experience developing and implementing highly successful social media campaigns.

Responsibilities

• Brand Advocates & Brand Reputation Management: Collaborate with internal and external partners to build and implement programs aimed at identifying, empowering, and amplifying brand advocates.
• Lead social media strategy, execution, and analytics: Work with the appropriate internal departments and external partners to drive decisions regarding social media tools, channels, design, and strategy. Lead social media campaigns, such as UGC – from generating content to collecting and disseminating that content for use in marketing channels. Continuously optimize efforts by setting benchmarks and analyzing data, reporting back to management regularly.
• Manage Team of Content Creators and Community Managers: Manage the Social Media team, ensuring a superior quality of strategic execution and project delivery is provided at all times. The Social Media team consists of internal staff who focus on editorial calendars, publishing content, and community management/customer care.
• Crisis Management: During times of crisis (such as hurricanes or river floods) the Social Media team is responsible for proactive measures online (updates to social networks) and also involved in direct communication with guests. Proactive and reactive measures for brand reputation management include communicating with guests on discussion forums and dedicated Facebook groups.

Qualifications

• Experience working with and promoting brand initiatives
• Well versed in digital media including new and emerging platforms
• Proven knowledge executing successful content strategies
• Strong work ethic and great flexibility
• Experience: 10+ years in marketing (or equivalent), including 5+ years in social media
• Strong leader and team player with experience hiring and supervising staff
• Excellent written, verbal communication and presentation skills
• Strong analytical, critical thinking and project management skills
• Affinity with the travel industry (experience a plus, but not required)
• Knowledge of social media, CRM and cloud-based tools (experience with Khoros a plus, but not required)
• Experience in managing external vendors
• Bachelor’s Degree in Marketing, Journalism, PR, Communications or related field. MBA preferred.
• Highly detail-oriented and organized work style
• Knowledge of MS Office including Word, PowerPoint, and Excel
• A solid understanding of marketing and advertising, including social media advertising campaigns