What are the responsibilities and job description for the Social Media & Online Reputation Manager position at Nylabone?
The Social Media & Online Reputation Management Manager is responsible for recommending and executing social media programs while protecting and maximizing our reputation across online channels. The position is primarily focused on paid Meta campaigns, influencer marketing, organic social media, content creation management, community management, and brand ambassadors for the Nylabone, Four Paws, and IMS brands.
The role is also responsible for online reputation management which includes the development of a comprehensive strategy and implementation to engage online audiences. This should be done both reactively and proactively within an authentic brand voice to amplify our advocates, mitigate reputation risk and cultivate loyal consumers.
This person will sit in the Digital Marketing/E-Commerce Team and will work to maintain our brand voice and messaging style, as well as escalation plans and feedback loops. This position requires the self-starter tenacity to research and experiment with current and developing trends and platforms. Given this rapidly changing environment, the ability to adapt is necessary to succeed in this role.
Measures Of Success
Social Media Responsibilities:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
The role is also responsible for online reputation management which includes the development of a comprehensive strategy and implementation to engage online audiences. This should be done both reactively and proactively within an authentic brand voice to amplify our advocates, mitigate reputation risk and cultivate loyal consumers.
This person will sit in the Digital Marketing/E-Commerce Team and will work to maintain our brand voice and messaging style, as well as escalation plans and feedback loops. This position requires the self-starter tenacity to research and experiment with current and developing trends and platforms. Given this rapidly changing environment, the ability to adapt is necessary to succeed in this role.
Measures Of Success
Social Media Responsibilities:
- Cultivate a comprehensive social media strategy that is diversified for the social platforms within which we work and designed to increase social media followers and engagement.
- Develop paid social (Meta) advertising campaigns and optimize them toward designated goals.
- Develop and manage social media calendars and posting on the brands’ social media accounts including Instagram, Facebook, & Twitter.
- Lead short- and long-form social media video strategy.
- Review weekly and monthly reporting of performance versus benchmarks, using data to drive recommendations and decisions.
- Test and learn new social marketing initiatives to increase consumer engagement with our brands.
- Develop and manage influencer marketing campaigns.
- Manage a brand ambassador program and community management strategy that drives loyalty to our brands.
- Drive the evolution of our social media accounts (organic and paid) through industry research, competitive analyses, and internal analysis. This includes plans for entering new social platforms or sunsetting platforms based on calculated impact on our social media growth & engagement.
- Cultivate a comprehensive reputation management strategy.
- Oversee the response to, and escalation of, online reviews across all retailer channels.
- Report monthly on community reputation and trends regarding positive and negative consumer feedback.
- Work with each of the brands to continuously maintain a list of FAQs and consumer responses.
- Manage response program for crisis management in the event of a reputation risk.
- Reduce negative reviews through personalization, identifying trends, and implementing content adjustments.
- 4-7 years directly managing Paid Social campaigns and organic social media accounts.
- 1 years in Customer Service or Reputation Management role.
- Experience with Facebook Business Manager, Facebook Ads Manager, and social media scheduling platform.
- Experience with Sprout Social, Salesforce, and supportive Reputation and Social tools a plus.
- Excellent grammar, writing, and communication skills in different styles/tones.
- Familiarity with native social media analytics and the ability to draw insights and optimize.
- An ability to bring brand identity to life through an authentic and consistent voice across multiple channels.
- Advanced MS Office skills (Excel, PowerPoint, Word).
- Possess exceptional organizational and time management skills; self-starter; ability to project manage and prioritize work.
- Experience working in a fast-paced environment and able to commit to and meet team deadlines.
- Intellectual curiosity and thirst for innovation and success.
- Strong interpersonal and relationship-building skills, experience in dealing with multiple and diverse internal stakeholders, and interacting with business and technology partners.
- Very Hands-On and "Can Do" attitude.
- Experience with content creation and digital asset management is a plus.
- Experience with Adobe Creative Suite preferred.
- Comprehensive Medical, Dental, and Vision Insurance
- Free Life and Disability Insurance
- Health and Dependent Care Flexible Spending Accounts
- 401k with 3% company match and annual employer discretionary contribution
- Paid vacation, holidays and sick time
- Employee Assistance Program
- Access to thousands of free online courses
- Discounts on cell phones, movie tickets, gym memberships, and more!
- Education Assistance (both college degrees and professional certifications)
- Referral Program with cash bonus
- Access to on-demand pay
- Paid parental leave
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
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