THE ROLE:
We are looking for a self-motivated, Customer Happiness obsessed, Director of Social Media Response who is passionate about elevating the customer experience through innovative response strategy that educates, empowers and inspires consumers while driving broader cultural engagement. This role is equal parts strategy setting and community building – the ideal candidate will have exceptional communication, organizational, and collaborative skills. This role will be an extension of Customer Happiness and will lead a team dedicated to Social Media Response.
WHAT YOU’LL DO:
- Supervise the daily operations of the Customer Happiness Social Media Response team.
- Empower and engage the Customer Happiness Social Media Response team.
- Create, monitor improve and report CH Social Media Response performance metrics.
- Handle complex customer issues and escalated posts in conjunction with Legal, Brand, Product and Customer Happiness.
- Work collaboratively with the CH Managers on trends that may impact their areas and to develop aligned communication plans for the highest customer experience.
- Responsible for designing and implementing improved processes around Customer Happiness.
- Accountable for ensuring full regulatory compliance and identifying potential risks.
- Drive a world-class customer happiness social response experience.
- Maintain a unified and tone-relevant brand voice across different social media channels.
- Partner with the social media marketing team to create an evolving social media calendar.
- Direct and teach the team how to proactively review and monitor social media channels for industry trends.
- Review analytics and build in-depth reports on key metrics surrounding customer happiness social media responses.
- Build influence and strong relationships with cross functional teams as you project manage key initiatives.
WHAT WE’RE LOOKING FOR:
- 8-10 years of Social Media Response Management or Communications Management.
- Experience with a proven track record of exceeding targets, KPI’s, and SLA’s.
- Exceptional management skills with the ability to lead high-performing teams in a remote environment.
- The ability to thrive in a fast-paced environment with a consistent “can-do” attitude.
- Must understand the tone and culture of all social media platforms.
- A desire to follow broader cultural conversation across social media around key topic areas: health and wellness, sports, etc.
- Strong attention to detail and a proven ability to manage multiple work streams at once.
- Strong interpersonal, written communication, and organizational skills.
- Excellent reporting capabilities and proficiency with analyzing data to draw insights.