Social Media Community Manager

Social Media Community Manager

The Sage Group’s client, one of the world’s largest Delivery Service Providers, is seeking a Social Media Community Manager. Their mission is to ensure all users have a seamless customer care experience, while also protecting their reputation. To do this, they are building a new team called the Social Brand Reputation Team. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.

They will live and breathe social media focused on protecting our reputation. This role will have two main objectives:

• Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care-centric teams.
• Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media

You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as, feel comfortable managing sensitive issues-centric topics.

This role is a part of a Global team so you will work with stakeholders across international offices, but most specifically in the US and EMEA.

This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment.

What You'll Do:

• Understand the full spectrum of our customer care policies and processes
• Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
• Monitor our social media tool, Sprinklr, for influencer and viral posts and respond to customer care or negative posts about the brand
• Work with stakeholders and varied policies across the world, but specifically in the US and UK
• Bring an elevated lens of Marketing/Comms to the customer care world
• Manage key stakeholder conversations with senior level global leadership
• Liaison with Marketing and Comms on replies to influencer and viral posts
• Be on-call during some nights and weekends, as needed, for major brand crises

Basic Qualifications:

• Social Media tool – Sprinkler
• Minimum of two years of prior work experience, preferably in social media community management or related field

Preferred Qualifications / Experience:

• Social Media tool – Sprinkler
• 4+ years of social media community management for a large brand with diverse issues

Compensation: $35.00 (1-2 Years experience) – $43.00 (4+ Years experience)

Duration: 6 months

Location/Working hours: Swing Shift CST Hours (Remote); Monday-Friday 4pm-12am CST, with the flexibility to be available/on call outside of normal working hours and some weekends.