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Online & Social Community Specialist

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We’re looking for a B2C community ninja to play a critical role within our healthcare clients Marketing Innovations Team. This is an opportunity to grow a robust content strategy and community management roadmap from the ground up. This is an opportunity to build a highly engaged community across social channels.

You are a born communicator and are plugged-in to the needs of customers. You not only listen, you empathize. You will be the “voice” of the brand and understand how to communicate our values and business objectives effectively across channels while staying in tune with community sentiment. Your efforts will directly support growing engagement and followers across social.

You thrive within a fast-paced, highly matrixed environment. You are an exceptional writer and communicator with proven experience using owned platforms such as web portals and blogs, as well as earned channels like Facebook, G+, Pinterest and Twitter to build communities, help resolve customer concerns, and promote specific business initiatives/objectives. Unrepressed passion for emerging technology and customer-centricy is built into your very DNA.

Responsibilities:
• Drives online conversation through continuous moderation and communication with a focus on Facebook, Twitter, and Pinterest.
• Interacts daily across social and online channels with our growing community of existing and potential customers to build relationships, grow the community, and positively impact brand reputation.
• Supports our goal of increasing positive sentiment across social.
• Responds quickly and empathetically to our social communities as part of our 1st Touch Strategy.
• Writes, moderates and facilitates posts and messaging within owned properties like blogs, and website portals as well as within earned properties like Facebook, Twitter, G+, Pinterest, etc as part of our Proactive Posting Strategy.
• Collaborates closely with Social Media Specialist, Content Specialist, PR, and Customer Support on community best practices and to ensure consistency of messaging, strategy, and tone
• Provides basic reporting on performance within our social engagement strategies
• Provides actionable insights based on community sentiment and trending topics
• Stays abreast of competitor’s online and social activity to identify opportunities and best practices and to help our client track and compare our efforts
• Identifies and bubbles up key opportunities and new ideas to better engage with our audiences across channels to achieve our business goals

Education/Requirements:
• Experience in social crisis management process a plus
• Keen understanding of the different needs of customers within various channels (Twitter versus Facebook, homepage versus mobile, etc.) and how to best communicate within each channel for best results
• Insatiable appetite for emerging technology and how to best leverage to communicate with customers
• Exceptional written and verbal communications skills (samples required showing examples and results)
• Experience working with PR/CormComm and Customer Service organizations to ensure timely response to customer inquiries as well as consistency of messaging and to mitigate negative commentary, set customer expectations, and drive pro-active conversations
• Literate in publishing, reporting, listening, and engaging communities as well as basic analytics using tools like Radian6, Ominture, WebTrends, and Google Analytics
• Literate in community principles, tools, techniques, and best practices
• BA/BS in a related field such as Marketing, English, Communications, Business or equivalent combination of education and experience.

Experience
• Knowledge of how to leverage emerging and traditional marketing channels to develop build reputation as well as to support business acquisition, retention, and engagement goals
• Experience working in large, highly-matrixed companies
• Experience driving social media communications strategy
• Experience working with third party vendors and agencies to facilitate program development
• Excellent cross-functional team, project and organizational skills with attention to details.
• Demonstrated experience building communities either on social media or other platforms
• 2 or more years communications experience
• Customer support experience a plus

Education:
BS/BA plus a minimum of four years of marketing – at least two of which were directly focused on social media marketing and/or extensive writing and messaging across channels.

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