TruePoint Communications is seeking a team player with a passion for social media to join our community management team for a global brand. This person must be methodical, organized, and highly self-disciplined. Attention to detail is key. Experience with media relations is a plus. You will be responsible for engaging with customers, providing excellent customer service, and following through to resolution based on a specific process and communication style via social media. You will also be accountable for flawless execution and timely, accurate responses. You will gain exceptional training, experience, and competitive pay.

Primary Responsibilities

  • Conduct social listening, community management and handle reactive reputation scenarios; manage a brand’s content across a variety of different social networks
  • Utilize community management to shape the customer experience
  • Build daily reports on themes and trends in regards to social listening, brand sentiment, and volume
  • Successfully manage crisis communications, reactive client issues and create processes to ensure client account success
  • Proactively identify and pursue opportunities to grow existing client accounts
  • Develop and present digital media strategies, plans, content, campaigns and measurement reports
  • Provide client counsel on how to achieve digital marketing goals (paid and organic)
  • Successfully plan and execute digital marketing programs that generate meaningful results
  • Oversee client budget, tracking, billing, and communications; proven ability to run accounts profitably
  • Ensure best practices and high quality of deliverables
  • Work with enterprise-publishing and listening tools

Requirements

  • Background in customer experience management
  • Possess excellent social listening skills
  • Experience utilizing customer experience platforms, like Sprinklr
  • Ability to identify trends, themes, and escalations
  • Ability to manage crisis communications in relation to the client's brand
  • Experience managing paid digital marketing campaigns and email marketing
  • Ability to execute campaigns on digital media platforms
  • Strategic thinking; ability to generate new ideas to support client and agency needs and objectives
  • Possess excellent writing skills for marketing content creation
  • Proven ability to grow accounts
  • Exceptional attention to detail; excellent writing, design and presentation skills
  • Proven experience planning, selling and managing digital programs and strong client relations
  • Organization and project management skills; ability to manage responsibilities and work quickly

Operational Leadership

  • Effectively maintain a monthly expense report and reconciliation
  • Understand and facilitate purchase order process; initiate and track vendor billing accurately
  • Track/enter time with precision on a day-to-day basis
  • Participate in new business development with research and drafting plans

Qualifications

  • Bachelor's Degree
  • Minimum 4 years of professional experience with social media community management and/or social listening for a major brand
  • Customer experience management experience
  • Professional digital media experience
  • Experience with programmatic advertising is a plus
  • Bilingual English/Spanish is a plus
  • Experience with WebEx and Microsoft Teams is a plus