Title - Associate Program Manager (Social Brand Reputation)

Location - Fully Remote

Duration - 6 Months

About the Role:

Our mission is to ensure all users have a seamless customer care experience, while also protecting client’s reputation. To do this, we are building a new team called the Social Brand Reputation Team. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.

They will live and breathe social media focused on protecting client’s reputation. This role will have two main objectives:

Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams

Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media

You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.

This role is a part of a Global team so you will work with stakeholders across international offices, but most specifically in the US, United Kingdom & Ireland, India, and Australia.

This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment.

What You'll Do:

Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via client's social media tool, Sprinklr, as well as occasionally natively monitoring platforms

Understand the full spectrum of client customer care policies and processes

Liaison with Marketing and Comms on replies to influencer and viral posts

Bring an elevated lens of Marketing/Comms to client’s customer care world

Manage key stakeholder conversations with senior level global leadership

Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.

Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia

Assist in training and onboarding new team members on processes and ways of working

Basic Qualifications:

Minimum of 2 years of prior work experience, preferably in social media community management or related field

Preferred Qualifications / Experience:

4+ years of social media community management for a large brand with diverse issues

Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales

Ability to thrive in an ambiguous and flexible work environment

Bachelor's degree, preferably in Communications, social media or Public Relations

Social Listening and Software Proficiency in Sprinklr & Brandwatch

Understand intuitively what has the propensity to go viral and create brand crises

Proficient stakeholder management skills

Influencer management experience

Previous experience managing Brands and Crisis in Social Media

Customer care operations experience

Strong communicator (both verbal and written); creative copy writing skills

Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media

Problem solver - Desire to address complex problems without hesitation

Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work

Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication

Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)

Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users

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