Reactive Social Media Community Manager Job at Ignite Social Media in Birmingham

Community Management Overview:
The community management discipline is responsible for many ongoing activities within clients' social media channels, such as:

• Editorial planning of content
• Working with content producers to execute content and manage revisions
• Community moderation and monitoring
• Reactive and proactive engagement between a brand and its online communities—applying the expertise of channel nuances and community members’ online behaviors to help optimize engagement and provide strategic insights and recommendations to clients and internal teams on how to optimize content and community engagement

This role focuses on engagement work in the channels of a major retail brand. The ideal candidate has a passion for social media reactive brand engagement and is naturally proactive, can follow defined and changing processes, isn't afraid to ask questions or suggest new ideas, and is exceptionally detail-oriented. This person should be comfortable collaborating with clients and internal teams to ensure overall client goals and objectives are met.
Please use your cover letter to let us know why you're the perfect candidate.

Essential Daily Duties and Responsibilities:

• Work daily social media reactive shifts to provide impactful community engagement using the brand's established community guidelines, specifications, and processes
• Be part of our on-call rotations during agency business hours
• Assist with scheduling team shifts and updates
• Identify and flag UGC that the client brand can potentially leverage
• Understand how to drill down in Sprinklr to answer client-specific questions about volume, brand risk flags, PR crises, trends, and more
• Find ways to optimize our channel engagements—from creating new social responses to suggesting new processes or workflows
• Help onboard and train new team members to work reactive shifts after mastering them yourself
• Collaborate and problem-solve to ensure client goals and objectives are met
• Assist with quality assurance efforts or other tasks as needed
• Available to cover weekend on-call shifts, if needed (will be compensated accordingly)

Required Experience and Qualifications:

• 2+ years' experience in consumer-facing social media reactive work, preferably for large retail brands (agency experience a plus)
• Customer service experience and an understanding of how to have patience and showcase empathy in social responses
• Exceptional written and verbal communication skills
• Extremely focused, organized, buttoned-up
• Professional experience using social media platforms for brands (Facebook, X, Instagram, as well as Instagram DMs, TikTok, YouTube, etc.)
• Experience with third-party community management engagement tools (Sprinklr/Sprinklr Certifications a plus)
• Nice to have: Experience working with a hybrid team and/or hybrid office model

What Else We Offer:

• Competitive salary
• Full benefits package, including medical, dental, vision, and 401(k)
• Hybrid work week required (2 days in office/3 days remote)
• Unlimited vacation days
• Flexible Friday afternoons (offered all year)
• Pick-a-Perk Program
• Mystery Trips (including out of town)
   

No third-party staffing inquiries please.
Ignite Social Media celebrates a diversity-rich culture strengthened by equal employment opportunities.

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