Signet Jewelers is hiring: Social Media Community Specialist - Jared in Akron

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People - and the love their actions inspire - are what drive us. We're not only proud of the love we inspire outside our walls, we're especially proud of the diversity, inclusion and equity we're inspiring inside. There are dynamic career paths awaiting you - rewarding opportunities to impact the lives of others and inspire love. Join us!

JOB SUMMARY:

This position is responsible for moderating Jared's branded social media platforms and actively engaging in social conversation to drive brand visibility. This includes monitoring the pages for activity and posting responses, using a brand-appropriate voice and following approved company protocol. It also entails working with other functional areas to determine answers to questions and to escalate topics to the appropriate teams for visibility or action. Finally, it requires basic measurement and reporting on that activity, sharing periodic updates with internal departments, and working closely with the Social Media Manager to drive social media updates based on the data received.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

* Monitor activity on the company's branded social media platforms (e.g., Facebook, Instagram, TikTok, etc.) in monitoring software (Sprinklr) and natively. Based on the Social Media Governance Plan, recommend a course of action (e.g., respond, re-direct, escalate, etc.). Post timely responses to consumer questions, comments or complaints (no more than 2-hour response time); work with supervisor to craft appropriate custom responses. Answer questions using correct brand "voice" and empathetic, conversational, social-media friendly tone. When research is required or topic is confidential, consumer is re-directed offline with timely/appropriate responses.

* Escalate emerging issues, concerns or opportunities to the Social Media Manager, Customer Care Lead, and/or appropriate functional area, in conjunction with existing policies. Work through issues with the appropriate functional areas and share emerging trends as applicable. Follow content calendars and stay apprised of upcoming brand initiatives and activations that may drive social media comment volume.

* Ensure Community Guidelines are followed. Inappropriate or disruptive content is "hidden" and/or removed from the site, following established protocol, to maintain the integrity of the page. Escalate concerning comments per policy.

* Generate creative and innovative ideas as it relates to brainstorming on content concepts and new ways to interact with users, particularly on TikTok and Twitter/X while engaging in conversation on behalf of the brand.

* Tabulate and record metrics for measurement and reporting dashboards (e.g., number of comments, shares, post-level "Likes" and sentiments). Ability to work independently/autonomously AND in a team-environment essential.

* Actively listen and engage with other brands, vendors, and trending content across Jared's social media platforms. Identify new conversational opportunities for the brand to engage with on a weekly basis.

* Assist with listening opportunities, potential customers not engaging with our brands directly on our channels, tagged mentions not flowing through social media moderation tool due to API restrictions.

* Support additional projects as required, including but not limited to, moderating live events and virtual communities.

POSITION QUALIFICATIONS:

Education:

Bachelor's degree

Required or Acceptable Job-Related Experience:

Social Media, Marketing and/or Communications experience

Years of Job-Related Experience Required:

1-3 years

Technical/Other Skills Required:

* Strong written and communication skills.

* Demonstrated track record of growing digital communities and managing online audience responses and messages.

* Demonstrated ability to collaborate effectively across multiple teams

BENEFITS & PERKS:

* Competitive healthcare, dental & vision insurance

* 401(k) matching after one year of employment

* Generous time off + company holidays

* Merchandise discount

* Learning & Development programs

* Much more!