As part of the social media team, (s)he will also share the community management function with team members to ensure that the team is actively listening, engaging and responding to companies customers in our owned properties on a daily basis.
Possess strong working knowledge of all aspects of social media (Facebook, Twitter, YouTube, video, web searches, cross-channeling, etc.). Includes proficiency in setup, management, security/risk, media interactions, SEO strategy, tagging and content manipulation to bring greatest value to the company.
Strong social analytics skills. Will be primarily responsible for generating all social reports – monthly listening reports, campaign reports, digital/content/campaign reports for the team.
Assists in managing the Social Media Editorial Calendar with the team. Content management responsibilities include meeting with internal stakeholders, generating content ideas and campaign tactics, obtaining legal and organizational review, posting content in select tools, securing analytical tagging and media links, and providing insights and reporting as required.
Responsible for community management and interactions (as shared by the team and per the calendar) with the companies social communities (Facebook, Twitter, YouTube, forums etc.) and social programs, ensuring they are customer centric and focused on the needs of the audience.
Manages relationships with customer community advocates and with the aid of internal parties to maximize this relationship for mutual benefit of The company.
Listens to and monitors conversations using the company’s social media management tools (Salesforce Radian6 Listening & Engagement Console, Command Center and Buddy Media Content Publisher). Routes questions to appropriate SMEs within the organization to answer. Aggregate listening themes and conversations to inform key business stakeholders of customer issues and needs
Drives conversation and engages in the official voice of the company within the communities. Interacts with communities members and identifies and builds relationships with key advocates. Actively 'listen' to the social media community. Monitor user comments and responds on regular, specified schedule; post appropriate responses/referrals to departments, etc. as outlined by social media policy and specific response parameters.
Project manages social media campaigns with internal stakeholders and provides support to the team on larger campaign initiatives. Responsible for developing creative request forms for social property assets and managing creative changes outs on a scheduled basis