Requirements:
5-7 years of community management or customer service experience
2-3 years of direct management experience
Strong understanding of social media platforms
Copywriting experience
Expert understanding of digital community platforms including App Store, Google Play Store, Google Business Profile, Reddit, etc.
Ability to create and document processes/proposals clearly
Familiarity with customer case management tools and customer engagement best practices
Experience with social listening tools, web analytics, and data reporting to advise on strategic shifts in content, i.e. Social Studio
Ability to identify operational opportunities, take initiative and offer solutions for continuous improvement
Displays and fosters integrity and honesty through the promotion of mutual trust and respect
Proven ability to exercise good judgment and make effective, sound, timely and informed decisions
Understand, communicate and display the ability to provide exceptional customer experiences
Preferred Responsibilities:
Execute Brands’s community management strategy across all social media platforms, overseeing a team of social agents
Serve as early warning system for issues/trends impacting the Brand
Liaise between MarComms, Service Ops, Product teams to track down cases, service updates, campaign activity, upgrade campaigns, etc.
Act as the representative for the social media team within the larger Contact Center & Network Operations teams. Share trends and performance on social and ensure learnings and best practices from Contact Center is shared back to the social team as well.
Establish and utilize the brand's tone of voice and implement it naturally within each platform ecosystem
Supervise a team of social media agents and Team Leads, building out training and workflow processes.
Handle the vetting, interviewing, hiring and onboarding of new social media agents
Manage the scheduling of the social media agents
Provide insight and trends for Strategic Community Managers for content development
Monitor conversations on a daily basis, and proactively highlight opportunities for deeper engagement and interaction
Assess interactions that require escalation and manage the escalation process
Manage crisis situations quickly and effectively on different social platforms, following the escalation plan
Provide in-depth reporting on the agents’ performance, strengths and pain points
Knowledge of the latest social media trends and updates
Assist in sourcing and vetting influencers and brand advocates for potential partnerships
Supervise proactive engagement of social media users and monitor conversations.
Understand the interests and behaviors of our community and how to best connect with them and keep them engaged.
Candidate must be open to working any day of the year ( must also be local to the Metro Detroit area)
Hybrid work week
Ongoing position with no end date
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records
