Senior Social Media Response Specialist
Job Type : Contract, Full Time
Salary : £50000/annum
This is not a marketing role. Candidates must have experience responding to comments on big consumer brand's social media platforms.*
This is a fully remote role, 40 hours per week.
2 shift patterns:
Friday, Saturday, Sunday, Monday, Tuesday (6am-2pm UK)
Wednesday, Thursday, Friday, Saturday, Sunday (7am-3pm UK)
The Client
Our mission is to ensure all users have a seamless customer care experience, while also protecting our reputation. To do this, we are building a new team called the Social Brand Reputation Team. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.
This role will have two main objectives:
● Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams
● Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media
What you'll do
● Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via our social media tool, Sprinklr, as well as occasionally natively monitoring platforms
● Understand the full spectrum of our customer care policies and processes
● Liaison with Marketing and Comms on replies to influencer and viral posts
● Manage key stakeholder conversations with senior level global leadership
● Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaising with policy, etc.
● Work with stakeholders and varied policies across the world, but specifically in the US and UK
● Potential to be on-call
More Information
- Address Manchester, Greater Manchester
