Social Media Community Specialist in Clearwater, FL at PODS

Date Posted: 3/9/2023

Job Snapshot

Job Description

On-Site Requirement in Clearwater, FL Mondays through Thursdays and Fridays remote. 

 

JOB SUMMARY

 

In today’s digital-first world, consumers trust online reviews as much as in-person, word-of-mouth recommendations.

That’s why PODS’ Brand Communications team is looking for a Community Marketing Development Specialist with a proven track record of building, leading, and optimizing a robust brand reputation program to create an industry-leading online footprint through positive ratings and reviews on Google, Yelp, Facebook, and other third-party channels. In addition, this individual must also excel in a cross-functional environment, as they’ll be working closely with other internal groups to support programs and initiatives focused on overall customer service excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Drive efficiencies and improve processes through the ownership of all aspects of building and preserving a positive brand image, including but not limited to strategy development to boost sentiment across core channels, community management, and reporting
  • Support customer service recovery efforts by working closely with the frontline social media and senior customer resolution teams tasked with engaging directly with prospects/customers
  • Perform daily community management by monitoring key channels, utilizing social listening tools, and interacting with different users/brands
  • Identify and mitigate potential problems online before they become a significant risk
  • Use internal systems to investigate customer service issues and provide recommendations to management
  • Prepare monthly, quarterly, annual, and ad hoc reports by locating and compiling relevant data
  • Define a multi-platform social media/review response strategy, including leading the development of templatized responses/statements
  • Develop a consistent strategic approach for C-suite executives on LinkedIn and curate compelling content
  • Ensure the brand gets credit for what it does well by pursuing awards that position the company as a best-in-class organization
  • Manage, coach, and inspire employees on the power of social media/review sites
  • Assist with crisis communications as needed
  • May oversee PR, advertising, or creative agency
  • Coordinate employee engagement/community involvement opportunities as needed
  • Perform general administrative duties, such as invoice management and scheduling meetings, as needed
  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILITIES

  • Typically reports to Management. Direct supervisor job title(s) typically include: Manager, Brand Communications
  • Job is NOT directly responsible for managing other full-time employees (e.g., hiring/termination and/or pay decisions, performance management)

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Four-year degree in Marketing, Advertising, Communications, Journalism, Public Relations, or a related area, or an equivalent combination of education and experience may be considered
  • 3-5 years prior work experience in Marketing, Advertising, or Communications
  • Previous experience working at or supervising advertising, creative, media, or PR agencies
  • Advanced knowledge of multiple social media channels, such as Facebook, Instagram, Twitter, Pinterest, LinkedIn, YouTube, Snapchat, BeReal, Reddit, and TikTok
  • Strong knowledge of multiple consumer review sites, such as Google, Yelp, Trustpilot, Better Business Bureau, ConsumerAffairs, Glassdoor, and Indeed
  • Expertise in building, maintaining, and growing social communities and experience managing crisis social communications
  • Social listening and content scheduling/publishing tools, such as Sprinklr, Hootsuite, or Sprout Social, proficiency a plus
  • Salesforce experience, specifically Case Management, a plus
  • Prior experience managing the LinkedIn profiles of C-suite executives
  • Strong quantitative background with a thorough understanding of reporting/analytics capabilities of multiple social channels/tools (e.g., Meta Business Suite/Business Manager, Bitly, Google Business Profile/Google My Business, Chatmeter, DAC)
  • Advanced experience with Microsoft Word, Excel, PowerPoint, Teams, and Outlook
  • Passion and ability to quickly learn internal systems/tools
  • Communicate effectively, both orally and in writing, with all organizational levels
  • Provide quality customer service to internal and external parties
  • Review, influence, and confidently handle escalations/complaints
  • Work independently and manage multiple projects simultaneously with changing priorities
  • Self-reviewing work with strong attention to detail
  • Demonstrated critical thinking skills, strategic planning, and execution
  • Keep up to date on emerging and relevant social media/review channels and trends

 

PHYSICAL REQUIREMENTS

  • Ability to sit at a desk and use a computer for up to eight hours a day
  • Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; vision sufficient to view small details on a computer monitor
  • Ability to stand and walk up to eight hours a day; ability to stoop, bend, and lift boxes weighing up to 50 lbs.
  • Ability to hear/verbally communicate using a telephone handset and/or connected headset device

WORKING CONDITIONS

  • Regular business hours; some additional hours may be required
  • Travel requirements: Negligible
  • Climate-controlled office environment during normal business hours
  • May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy
  • Regular attendance and punctuality required

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