MRM is hiring: Social Media Specialist in Detroit

ID 4550

Job Description

The MRM Delivery team is dedicated to the delivery of execution campaigns and always-on programmes for the Global and Regional accounts who top on the power of brilliant execution. We are a branch of a high-profile technology client team and the services we deliver from Bucharest range from analytics, development, content management, CRM implementation to reporting and social.

The Social team this role belongs to is based in Bucharest and comprises 3 roles. They work directly with the Global clients team and internally report to a Global Program Lead within MRM Delivery. The team delivers community engagement and social media posting services, along with ad-hoc support within the schedule provided.

The team liaises with clients on social strategy and activity briefs, as well as with external and sister agency teams for social strategy, paid social, creative, and production services.

The Role

As the Social Media Specialist, you will lead the posting and platform ownership efforts, from gathering assets to professionally posting them through agreed social media management tools, for a Global high-profile consumer account. You will be supported by 2 other Social Media Specialists in your team, and you will have guidance and escalation point through the Global Program Lead within MRM Delivery.

The role requires reactive and proactive engagement with posting platforms, across all communities and assigned social channels, identifying, and engaging with pages content, as well as identifying and selecting the best from provided content for re-sharing. You will ensure the community responsive voice is reflective of our client’s company values and market positioning.

You will be active on social channels adopting the clients’ tone of voice guidelines, having your own presence and have a point of view on what works and what doesn’t across key platforms – including Instagram, LinkedIn, Twitter, Snapchat, TikTok, and Facebook. You’ll be observing and identifying new and interesting ways to connect with audiences and help us creatively boost our client’s visibility and engagement. You’ll always be aware of Social trends and the latest language across platforms.

The role implies flexible support across CET & US time zones:

1. Romania team: Monday-Sunday 9:00am – 6:00pm CET.
2. Scale for special events including evenings, DK Bank Holidays including Xmas & Easter Holiday: 9:30am – 6:30pm CET.
3. US team: Monday-Friday 2:30pm-2:00am CET (5:30am-5pm PDT) for TikTok management and selected posts on other platforms.
4. Posting coverage in weekend days, on either Saturday or Sunday, within the timeframe of 6:00am-3:00pm PDT.
5. Weekend coverage for the 24 F1 race weekends at specific hours when the race takes place, notice to be given 2 weeks ahead on specific hours.

Key Responsibilities

• Be the day-to-day point of contact for all content organization and community management across our client’s channels.
• Engage with internal stakeholders across the teams, geographies and channels, creating opportunities for further conversation and helping audiences feel a part of the community.
• Work closely with both the internal social team at MRM and our Social Media Marketing client team to ensure awareness of outgoing content across channels on a daily, weekly, and monthly basis.
• Triage relevant queries for the appropriate support team and use experienced judgement on responding to negativity where appropriate, escalating on the correct chain of escalation when necessary.
• Support the client Social Leads in identifying key tactics, advocates, and key influencers to engage with third-party conversations happening outside of our owned channels.
• Support the Social Lead team in developing guidelines and rulebooks for each community, maintaining processes and workflows for consistent social output.
• Use social management tools for all content posting, community management, and outreach, providing feedback on any issues with the central posting component of the system.
• Use Khorus (or other social management tool at the clients’ choice) to post content as per the editorial calendar, ensuring all posts are scheduled and posted correctly.
• Curate Khorus (and other established social management platforms) dashboards and access needed per user.
• Establish a framework for feedback collation and presentation to our Social Media Marketing clients, ensuring social content insights are fed back for more engaging content.
• Work alongside the Social Leads to provide insights and recommendations on social community health reports across key audiences, themes, and communities.
• Keep all SLAs and processes as established together with the Social Leads and the Global Program Lead.
• Stay aware of conversations and trends on social that mention or are relevant to the client, providing actionable insights to the client.
• Support the Social Leads in publishing native organic content formats as required.
• Be responsible for training additional Social Media Specialists and managing processes and workflow during peak times.
• Proactively find solutions to challenges while keeping the Social Leads and Global Program Lead informed.
• Confidently present ideas, plans, and execution strategy to clients and the wider delivery agency team.
• Engage with the client’s global social media team to share knowledge and successes.

Minimum Requirements

• Demonstrable experience - 2+ years at an agency or managing social media, content, and community management activity for a large brand.
• Preferably experience with a consumer brand across social platforms and audiences.
• A passion for conversation and social media engagement.
• Ability to collaborate with social media, client services, and other team members.
• Experience in building, nurturing, and supporting a strong community of fans and advocates.
• Strong knowledge and confident use of social media platforms and awareness of emerging platforms.
• Excellent command of the English language with outstanding written communication skills.
• Publishing tool proficiency (Sprinklr and/or Khoros experience is a plus).
• Ability to work autonomously in a fast-paced environment with good judgement.
• Good communicator who can comfortably share ideas with stakeholders.
• Analytical thinker with a strong understanding of data to provide insights.
• Personal interest in social trends, content trends, and the online and social industry.
• Knowledge of digital accessibility best practices.
• Paid social media experience and knowledge of social performance programs.

At MRM, we help businesses grow meaningful relationships with people through the power of data, strategy, creativity, and technology.

#J-18808-Ljbffr