Social Media Engagement Manager

As the Social Media Engagement Manager, you will serve as the lead for our enterprise social care efforts. This includes ensuring that customer issues are promptly identified, escalated to the appropriate line of business and followed through to resolution. You will need a deep level of company, client and product-specific knowledge combined with expertise in social platforms and a passion for solving customer problems.

Why You Should Consider This Role

• You are authentic, passionate about Social Media Management and helping drive a company’s culture.
• You love advising and connecting with people
• You value the autonomy to use common sense and good judgment to make impactful decisions
• You are naturally comfortable exercising discretion
• You have a reputation for excellence, integrity and practice “Uncommon Thinking” 
• You have superior relationship building skills and can adapt to multiple audiences, including executive leadership
• You are an innovative thinker who anticipates and solves problems
• You want a company who has Innovation, Flexibility, Transparency, Customer Insights and values our people

What You Will Like

• The people – we care
• The diversity – every day is different
• The excitement – we focus on ‘What Matters Most’ to our customers
• The opportunity to learn, grow and advance within our Fortune 500 global company
• We have #1 and #2 market leadership position in all our areas of focus
• Competitive salary, Medical and Dental day one of employment and matching 401k after 30 days

Responsibilities:

• You will manage the appropriate level of social media coverage including evening, weekend and holidays using internal and external resources. Establishes and adheres to appropriate service-level agreements (SLAs) around response time and resolution. Collaborates with claims operations and customer service teams across the enterprise to provide prompt issue resolution and determine root cause. Serves as central point of contact and primary escalation point for 3rd party moderation/community management agency.
• You will work with enterprise social media management tool (Sprinklr) to identify, tag, respond and triage issues from social listening, reviews sites and managed social account, including developing a proactive response strategy outside of managed social channels.
• You will develop and conduct training for social care (internal and vendors/agencies). Onboard and train operations / customer service users on the enterprise social media management tool, working to minimize outbound calls or deflection of customer issues outside of social. Create and manage training curriculum for social customer care including maintenance of training documentation and materials, and inclusion in knowledge base.
• You will ensure that social care efforts are managed according to best practices and meeting or exceeding customer expectations. Actively monitors and conducts regular audits and assessments to check coverage levels, SLA adherence, follow through and response quality.
• You play a critical role in managing the ratings and review initiative, with a special emphasis on moderating and engaging.
• You own the social case management process within our enterprise social media management tool. This includes making sure cases are being opened, escalated and closed out upon resolution to facilitate measurement and reporting. Updates social customer records with pertinent information for proper handling, follow up and reporting purposes

Basic Qualifications

• Bachelor’s degree
• 5+ years professional experience in one of the following areas; Marketing, Communications, Digital, Social Media or Customer Experience.

Preferred Experience, Skills, and Knowledge

• Direct experience with social community management, social customer care, crisis communications, triage or response
• Deep understanding of social platforms, trends and technology, particularly as it relates to using social for customer service and engagement
• Understands the nuances of communicating with customers across various social media platforms.
• Practitioner of enterprise social media management tools (i.e. Spinklr, Salesforce Marketing Cloud, etc)
• Detail oriented and naturally inquisitive with strong sense of urgency. Wants to quickly get to the root of a problem but takes the necessary time to first understand the issue and develop approach.
• Expertise with Sprinklr social media management tools for community management, social care, publishing and reporting
• Advanced social media management tool training or certification; Sprinklr platform preferred
• 2 years’ experience within Connected Living or previous customer service experience and training preferred