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Form of workJob Description
* Candidates MUST have experience responding to comments on big consumer brand's Social Media platforms. Crisis Management*.This is not a marketing role*
This is a fully remote role, 40 hours per week.
Available shift patterns are:
Thurs - Mon 10pm - 6am. OR
Weds - Sun 3pm - 11pm. OR
Mon - Fri 4pm - 12am
Must be able to commit to these hours for the full contract duration
The Client
Our mission is to ensure all users have a seamless customer care experience, while also protecting our 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.
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
What you'll do
Monitor Social Media for influencer and viral posts and respond to customer care or negative posts about the brand via our Social Media tool, Sprinklr, as well as occasionally natively monitoring platforms
Understand the full spectrum of our customer care policies and processes
Liaison with Marketing and Comms on replies to influencer and viral posts
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, liaising with policy, etc.
Work with stakeholders and varied policies across the world, but specifically in the US and UK
Potential to be on-call
