Digital Media Community Management

About the Role

Key Responsibilities

• Engage in positive news and share relevant information/content/links.
• Respond to customer inquiries on various channels, including working with the online Customer Care team.
• Monitor social media channels for spikes in conversation about clients and competitors, and work with managers to identify and flag trends.
• Contribute to the development, execution, and presentation of social media strategies, plans, content, campaigns, and measurement reports.
• Write strategies, content, and reports; analyze data to provide effective social media results.
• Customize all communications to clients' tone, voice, and style.
• Identify opportunities for internal process creation and change and implement them.
• Engage with customers on news, products, and services, sharing relevant content and links.
• Provide standardized reporting during shifts and high-volume activity, including crisis situations.
• Create content and real-time counsel for brand community management across social networks.
• Conduct reporting and auditing of social media activities for clients and industry insights.
• Develop error-free messaging and real-time content to support social media goals.
• Provide timely updates to account leadership and clients to ensure goals are met.
• Contribute to developing agency and client processes, such as training guides, checklists, and case studies.

Requirements

• 2-4 years of experience in community management preferred.
• Experience in social media, paid media, and marketing is a plus.
• Professional experience using enterprise publishing and listening tools, with proficiency in Sprinklr being a significant plus.
• Willingness to work a flexible schedule including nights, weekends, and holidays.
• Detail-oriented, organized, innovative, and data-driven.
• Strong communication, analytical, and presentation skills, both written and verbal.
• Ability to juggle multiple priorities and deadlines while synthesizing perspectives.
• Ability to work cross-functionally and proactively collaborate.
• Functional understanding of multiple social media platforms.
• Quick learner, eager to embrace new technologies.
• Accurately track daily time and maintain expense reports.
• Excellent interpersonal skills and professional interaction with clients and teams.
• Understanding of the purchase order process and vendor billing.

Nice to Have

• Experience with Sprinklr.
• Additional experience in social media, paid media, and marketing.

Qualifications

• Experience in community management (2-4 years preferred).
• Proficiency with enterprise publishing and listening tools, especially Sprinklr.

Benefits & Perks

• Travel reimbursement
• Profit sharing bonus plan
• Paid holidays and time off
• Health insurance with concierge service
• 401(k) with competitive matching
• Professional development opportunities
• Annual agency development summit Camp TruePoint
• Every five years sabbatical