Social Media Community Manager

Social Media Community Manager Job Description: 100% Remote 40 hours per week, days and some evenings, occasional weekends

The community manager will manage owned social media sites, engage with consumers in social media both proactively and reactively, and be the external voice of our brands while simultaneously acting as the voice of the consumer internally. The community manager will serve as a hub, having the ability to connect personally with consumers (humanize the company), as well as gather and provide feedback to various departments internally (consumer services, brand, legal, tech support, marketing, IT, etc.). The community manager is responsible for overseeing our brands on social media and ratings & reviews, while ensuring internal and external customers receive the best, most effective, efficient, and integrated service experience available. The community manager will implement the social media voice and guidelines of managed brands, manage engagement and interactivity with the consumer audience, and foster a positive consumer experience. This role coordinates with external agency partners (including PR, digital and media), as well as internal brand, ITS, and consumer services teams to support their respective missions, ensuring consistency in voice and cultivating a strong social brand.

Duties: • Manage social media communities, responding to comments, messages, and inquiries in a timely and professional manner, while fostering positive relationships with followers • Assist in creating and curating engaging content across various social media platforms, including Facebook, X, Instagram, YouTube, TikTok, and Pinterest while maintaining a consistent voice and style based on the specific brand • Contribute to creating FAQs, consumer responses and other social media brand content to support ongoing brand activations in respective brand tone and voice • Stay up to date with pop culture, relevant news stories and current events and social trends to ensure timely and relevant content creation and sharing with brand and agency teams • Assist the influencer manager with backend connections related to brand influencer programs, influencer vetting, and reporting metrics • Manage, moderate, and analyze ratings and reviews through tools such as BazaarVoice • Monitor and flag spikes in negative or positive review trends to respective teams as necessary • Report and review key health metrics on an ongoing basis to measure performance, share insights, and recommend optimization strategies to increase engagement and usage • Additional miscellaneous tasks related to the role, dependent on business needs Working Conditions: • Role offers remote working arrangement from any US-based home location • Adequate internet/Wi-Fi service is necessary to complete work duties • Shifts vary between the hours of 8:00am-9:00pm Monday-Friday, depending on assigned schedule • Role requires some weekend (consecutive Saturday/Sunday) coverage between 9:00am-5:00pm, depending on a rotating schedule Qualifications: • Candidate should hold a Bachelor’s degree, preferably in a relevant discipline (i.e., PR, journalism, communication, marketing, or other relevant areas), and/or demonstrated equivalent ability and experience within the community management category • Ability to multitask, work under pressure, and meet tight deadlines in a fast-paced environment • Analytical mindset with experience in social media analytics tools and the ability to interpret data to drive actionable insights • Strong understanding of social media platforms, algorithms, and best practices for each channel • Excellent verbal and written communication skills, with the ability to craft engaging content and adapt for different social media platforms • Experience with social media management, monitoring, and reporting is required • Experience with social media management software (i.e., Sprinklr) is desired • Experience with ratings and reviews moderation and management is a plus • Bilingual in French or Spanish is a plus Comments for Suppliers: 100% Remote 40 hours per week, days and some evenings, occasional weekends