Supervisor, Social Media Care

Job Title: Supervisor, Social Media Care

Job Location: Hershey, PA

Note: This position can support a remote candidate within the U.Ss

Role Summary:

The Social Media Supervisor manages a team of individuals and ensures consumer comments on our social platforms are responded to within our established service level. He/she will

• Determine the US coverage schedule, keeping the team’s global responsibilities in mind.
• Establish and lead social media engagement training for the global team to ensure consistent response and usage across regions.
• Support team with best practices, system issues, engagement questions, and escalated/sensitive cases as needed
• Develop, execute, and evaluate the strategy for consumer engagement.
• Facilitate and foster effective and authentic relationships with consumers on Facebook, Twitter, and Instagram
• Work closely with Consumer Insights, Digital, Marketing, Corporate Communications, and Brand PR to execute an integrated social media plan and analyze the digital space effectively.
• Monitors trends in social media consumer contacts and tracks feedback on new products/topics.

The Supervisor is responsible for exploring, recommending, and executing emerging social platforms. He/she will work with current vendors to integrate these new platforms into our support stack.

The Supervisor is considered the SME of social engagement and will have a portion of social engagement responsibility to ensure he/she stays in touch with the systems, processes, and procedures.

Key Responsibilities:

Social Media Consumer Engagement & Trend Monitoring

• Facilitate and foster effective and authentic relationships with consumers/fans on all social media channels. Responsible for writing and responding to consumers via brand social media channels and creating alignment with traditional contact channels within Consumer Relations.
• Track feedback on new products
• Handle escalated cases brought forth by team members.

Internal Stakeholder Collaboration & Reporting

• Collaborate with internal stakeholders on which products and topics to track, establish approved social media responses, and ensure communication on trends and new product feedback.

System / Channel exploration

• Explore the new and upcoming channels and tools and recommend implementation as necessary. He/she may be tasked to lead system integration and channel expansion projects related to social media engagement, listening, and reporting.

Team Management

• Maintain schedule of engagement, and brand playbook.
• Monitor and ensure SLAs are met.

Desired skills:

• BA/BS in Communications, PR, English, Marketing or other related field

• Experience engaging with consumers

• Independent self-starter

• A strategic thinker with an innate desire to collaborate and execute

• Friendly social media and pop culture maven

• Demonstrates creativity and documented immersion in social media

• Proficiency with leading social engagement tools including Sprinklr, Sprout, Hoot Suite

• Must enjoy working in dynamic and fast paced environment

• Deep familiarity with social media, viral and word of mouth online marketing practices

• Strong data management and reporting

• Excellent writing, editing, and communication skills, including an engaging written voice

• Lifelong learner, adaptable to and embracing of the ever-changing and evolving social media landscape and all its related technological enhancements

• Willingness to work a flexible schedule – some weekends, holidays, and evenings required

Qualifications:

• Minimum Bachelor degree.

• Minimum of 2 years of professional experience handling social engagement and customer care