Description: About the Role
Our mission is to ensure all users have a seamless customer care experience, while also protecting reputation. To do this, we 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 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, United Kingdom & Ireland, India, and Australia.
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
Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via social media tool, Sprinklr, as well as occasionally natively monitoring platforms
Understand the full spectrum of customer care policies and processes
Liaison with Marketing and Comms on replies to influencer and viral posts
Bring an elevated lens of Marketing/Comms to customer care world
Manage key stakeholder conversations with senior level global leadership
Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
Assist in training and onboarding new team members on processes and ways of working
Basic Qualifications
Minimum of 2 years of prior work experience, preferably in social media community management or related field
Preferred Qualifications / Experience
4+ years of social media community management for a large brand with diverse issues
Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
Ability to thrive in an ambiguous and flexible work environment
Bachelor's degree, preferably in Communications, Social Media or Public Relations
Social Listening and Software Proficiency in Sprinklr & Brandwatch
Understand intuitively what has the propensity to go viral and create brand crises
Proficient stakeholder management skills
Influencer management experience
Previous experience managing Brands and Crisis in Social Media
Customer care operations experience
Strong communicator (both verbal and written); creative copy writing skills
Customer focus, empathy and business acumen to understand the customers needs and generate engaging conversations in Social Media
Problem solver - Desire to address complex problems without hesitation
Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users |
