Supervisor, Social Media Care

Posted on: 02-12-2024

Description:

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
 
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Company: The Hershey Company

Email or application link: https://www.careerjet.com/jobad/usc7617aad88d1f3fa25358432db8fb4f2