The Social Media Specialist is responsible for the day-to-day customer obsessed community management of multiple social media handles by executing strategies that create engagement, build brands, and drive multi-channel traffic & sales. The role is responsible for identifying actionable consumer, brand, and competitive insights by monitoring the social media landscape and in-market programming. The role is responsible for using social media management tools to identify actionable consumer, brand, and competitive insights by meticulously tagging & monitoring customer conversations. The ideal candidate works with internal and extremal partners to plan, manage, and develop new social media content for use across Facebook, Instagram, Twitter, YouTube, Snap Chat, and Pinterest. Along with proactive community management, the role is responsible for assisting with customer service issues submitted through social media.
Day-to-Day Community Management
Responsible for the execution of social media communications strategy through content development, calendar management, and relationships with internal and external partners. Manage the daily voice of DSG/Private Brand in social media. Assist with customer questions and be the first touch point for customer service issues. Build and engage online audiences and communities including but not limited to: content development, brand advocacy/awareness, and facilitate conversation. Attend events (as needed) for the purpose of posting real-time content to social media platforms.
Social Media Monitoring
Utilize social media monitoring tools to develop actionable brand, category, product, competitive insights and recommendations to assist with program/content build out and customer experience in social. Implement & continuously evolve message tagging structure for all inbound messages in order to accurately report on sentiment and subject matter to obtain business insights.
Collaborate with Social Manager to assist in the development of social media strategies and tactics, including; brand building initiatives, influencer programs, channel budget, best practices to accelerate performance and identify new opportunities. Curate and distribute influencer content to social media team members for use on owned properties. Work closely with external influencer agencies to set brand expectations, obtain content, and report results. Develop and utilize cross functional business relationships to collaborate on ways to improve the business results of social media; stay informed of latest trends and translate those trends in ways that apply to customer needs.
Social Media Analytics & Reporting Qualifications
Develop, compile and distribute weekly and monthly social media reporting. Work with analytics team to report on traffic and conversion data. Translate metrics into executive level dashboards. Share key insights with cross-functional teams to translate into better content
- Bachelor's Degree
- 3+ years of social marketing experience with a focus in content development, social media communications, corporate blogging or other related field
- Experience with the basic usage of most social media platforms including analytics, and community management
- Familiarity with social media monitoring and analytical platforms
- Experience with high volume, social channels with meaningful annual revenue
- Proven ability to analyze, organize and integrate large amounts of information into clear concise presentations and plans
- Demonstrated ability to maintain and increase professional knowledge of the latest trends, practices, programs, and applications evolving in social media/networking