What are the responsibilities and job description for the Social Listening & Community Manager Job at Virtual in Lake Mary position at Virtual?
Business’s Content Strategy team is looking to add a Social Listening & Community Manager to support the buildout of its social listening and community management program. This role will be part of the team responsible for the organic social strategy for the Business and Frontline brand handles. The ideal candidate is a social native with excellent copywriting skills who is savvy in platforms like Sprinklr and BrandWatch and tapped into trends. This person will become one with our social community with the goal of identifying both proactive and reactive engagement opportunities, surfacing key insights and trendspotting.
Essential Job Functions :
Community Management
Manage multiple monitoring profiles across handles for engagement opportunities with employees, customers, brand partners and general social audiences
Grow and build Business’ online social presence across owned and creator audiences
Respond directly to comments embracing the Business brand values and voice
Engage with social community within Business’s brand voice and tone
Collaborate with internal social media crisis communications teams
Route social media escalations to internal customer support team
Surface real-time opportunities for social content within trending and emerging topics, including corporate culture, industry news, products and services
Engagement management of brand presence across all social media platforms
Social Listening and Analytics
Leverage monitoring and analytics tools to measure the impact of both owned content and earned mentions
Monitor social conversation (sentiment analysis, competitive insights, alert threshold, campaign-level reporting)
Build dashboards within social listening tools to monitor industry trends, brand conversations and campaign post-mortem analysis
Collaborate with CX and Customer Support teams to help build social customer support program
Develop and manage monthly and campaign-based social listening reporting
Leverage insights to make proactive recommendations for content opportunities
Collaborate with agency to develop social engagement dashboards for priority campaigns
You’ll need to have…
5 years of demonstrated experience with social listening and community management
Exceptional copywriting and editing skills, preferably in a social context
Expert in social platforms (TikTok, Instagram, LinkedIn, Facebook, YouTube)
Expert within social listening platforms (Sprinklr, BrandWatch)
Experience in social media metrics and analysis, including the development of detailed reports that measure social performance over time and experience in capturing key learnings and defining next steps and opportunities for improvement a plus
Team player, ability to collaborate with agency partners and various internal teams
Strong project and timeline management in a deadline-driven culture
Ability to translate requests and opportunities into social execution for B2B projects
Data-driven, digital-first approach to customer engagement
Even better if you have
Experience leading social listening and / or community management for large brands / agencies
Experience in the B2B technology space
Familiarity with telecommunications / tech space
Bachelor's degree required
