Social Brand Engagement Specialist

Clearlink Sales And Support Salt Lake City , UT 84101

Posted 3 weeks ago

Overview

Clearlink partners with the world's leading brands to create unique consumer engagements that attract, acquire, and develop brand advocates while driving revenue and retention. We've partnered with global transportation and technology organizations to help manage and grow their digital customer engagement programs. The Social Specialist serves as a key player on the social media "brand love" dream team, embracing the brand, voice, and tone on behalf of our client partners to create the ultimate customer experience (CX). This position reports to the Team Lead for the Brand Engagement practice in Clearlink's Salt Lake City, UT office.

Core Focus:

  • Drive positive and unique customer experiences through crafting social engagements on behalf of the brand partner, with the intent of raising brand awareness, fostering brand adoption, increasing customer satisfaction, and deepening brand loyalty.

  • Serve as a leader on customer relationship management by representing the brand partner (and their respective products/services), in line with brand voice and tone, product knowledge, corporate guidelines, and training, while also developing a strong understanding and comprehension of trends, preferences, and pain points of current and potential customers.

  • Provide memorable, unique responses at scale to cultivate impactful brand relationships with customers via social media channels and other designated digital touchpoints.

  • Identify and source social opportunities to surprise and delight (S&D) users by sending them swag/promotional items/products. Own the process from start to finish, from locating and qualifying opportunities (based on client guidelines) to fulfillment and follow up with recipients.

Role and Responsibilities:

  • Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and escalation procedures, during designated support business hours.

  • Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role.

  • Proactively research, locate, surface, and potentially engage in timely and brand-appropriate sharable user-generated content (UGC) to recommend for repost across client-owned social channels.

  • Support and expand proactive social listening to:

  • Identify opportunities to create more personalized, near real-time customer- influenced engagement replies and content.

  • Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities.

  • Locate and support "newsjacking" opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration.

Track consumer response to GTM roll-outs and competitive insights as requested.

  • Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights

  • Ensure escalations are processed correctly and in a timely manner using the appropriate and necessary tools and processes.

  • Provide accurate and relevant feedback on internal processes and tools to internal departments (including team lead, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for team.

Experience and Education:

  • Fluent in reading, writing, and speaking English.

  • Excellent grasp of grammar, punctuation, and spelling nuances of the English language.

  • Excellent written and verbal communication skills, comprehension skills and thorough attention to detail.

  • 1-3 years of experience managing social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications.

  • High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self- service content, and e-mail. Must also understand the difference between as well as using social media on behalf of a company as opposed to personal use.

  • Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms highly desirable.

  • 1-3 years customer service experience or experience working in a related industry also preferred.

  • At least 1-2 years of experience with Google Suite Programs and MS Office programs.

  • Ability to quickly adopt and retain high-level knowledge and expertise on client's products and services.

  • Strong organizational and time management skills.

  • True ownership mindset with resilience and resolve to follow-through.

  • Typing speed of 40 words per minute is desirable.

  • High school diploma required.

  • Must be able to pass a drug test.

Additional requirements:

  • Ability to work 9am-5pm Monday-Friday, along with occasional weeknights and/or weekends for special event coverage.
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Social Research Analyst

Clearlink

Posted 7 days ago

VIEW JOBS 3/29/2020 12:00:00 AM 2020-06-27T00:00 Job Posting Title: Social Research Analyst Job Description: Social Research Analyst Brand Engagement, Clearlink Out of an abundance of caution due to the concerns surrounding the current situation with the Coronavirus (COVID-19), we will be conducting our hiring process completely virtually. That means that all interviews and onboarding activities will be held online or over the phone. The health of our employees and candidates is our main priority and we hope you will forgive any inconvenience that may arise from this non-conventional approach. While the day-to-day approach has changed a bit during this time, our commitment to hiring the best talent in the industry and helping them to thrive both personally and professionally is stronger than ever. Clearlink partners with the world's leading brands to create unique consumer engagements that attract, acquire, and develop brand advocates while driving revenue and retention. The Social Analyst serves as an expert data storyteller within the Clearlink Brand Engagement practice, offering a keen understanding of the hard facts and figures gleaned from social conversation and engagements, including how to extract them. The Social Analyst then marries quantitative data with qualitative insights to identify the, "So What? Now What?" providing strategic recommendations to increase brand awareness and advocacy, while optimizing team performance to drive best-in-class CX on behalf of our brand partner. This position reports to the Director, Partner Strategy & Analytics for the Brand Engagement practice in Clearlink's Salt Lake City, UT office. Core Focus: * Monitor and analyze social engagement team productivity data related to current Brand Engagement programs, including team performance metrics and other QA measures as defined to ensure that brand partner SLAs and productivity measures are met. * Monitor and analyze social engagement community data as related to current Brand Engagement programs, including topic drivers, sentiment, location of conversation, and other digital consumer behaviors, providing reports with actionable insights and strategic recommendations * Provide additional reports with actionable insights and strategic recommendations as requested (weekly, monthly, quarterly, and/or real-time). * Collaborates closely with Senior Specialist(s) and Team Lead/Manager to identify and vet creative engagement opportunities, supported by quantitative research as needed. * Leads on proactive research and analysis of digital landscape as it relates to clients and their respective brands & products, including public social media mentions, consumer reviews, community forum discussions, media coverage, and/or competitive insights. * Compile findings into comprehensive reports, providing strategic, actionable recommendations as it relates to emerging and widespread trends, business insights, and consumer sentiments, with the intention of establishing new or expanded client partnerships. Role & Responsibilities: * Leverage social response tools to review and pull daily and weekly productivity metrics by team members and brand team. * Analyze the productivity input to ensure that SLAs and minimum volumes are met per brand partner on a weekly, monthly, and quarterly basis. * Use available data to analyze processes, products and associated activities for reporting purposes daily (as needed), weekly, monthly and quarterly. * Report on brand partner initiatives including Surprise & Delight, Newsjacking, etc. * Provide reports on volume, issues and quality drivers to the client and internal resources. * Produce monthly business review reports to evaluate engagement across channels, conversation types, and notable user interactions. * Provide feedback and analysis from campaigns, events, and experiences including product feature reactions, highlighting opportunities for improvement, and top user engagement trends. * Provide data and critical thinking for client business reviews, including Quarterly Business Reviews, and Annual Business Reviews. * Collaborate with the Senior Specialist(s) to identify key trends and insights in user needs via qualitative and quantitative feedback to recommend new content or effective solutions, based on observations, trends, and information gathered from digital support provided and community insights. * Leverage the social media listening tool as it relates to community insights, providing summary, trends with actionable insights and strategic recommendations, including: * Supported products, such as feature recommendations or optimizations * Brand partner vertical and industry opportunities * Sentiment, conversation topic trends, user data * Competitive insights (as needed) * Support development of process/workflow documentation and standardization across all reporting and analysis activity. * Engage in brand engagement team training on technology platforms, processes and social media awareness. * Engage in team huddles, team meetings and brainstorming with the brand engagement team, all levels of internal management or with client product groups to promote knowledge sharing. * May perform other additional duties and responsibilities as assigned. Qualifications: * Minimum of 1-3 years of data analytics experience, with strong ability to critically analyze data, identify emerging and widespread trends, and extract insights from digital channels, including social media, consumer review sites, community forums, and media coverage. * Previous experience with social listening platforms, data visualization software, CX engagement platforms, and/or customer relationship management (CRM) programs and/or social media management tools highly desirable. * At least 1-2 years of experience with Google docs and MS Office programs * Ability to quickly adopt and retain high-level knowledge and expertise on client's products and services. * High-level understanding of social networks and social media, including similarities and differences between channels/platforms, as well as using social media on behalf of a company as opposed to personal use. * Strong understanding of consumer behaviors across digital channels, including social media networks, messaging apps, web-based chat, community forums, consumer review sites, self-service content, and e- mail. * Strong written and verbal communication skills, comprehension skills and thorough attention to detail. * Strong organizational and time management skills. * Typing speed of 40 words per minute is desirable. * At least two years of college study; university degree preferred. * High school diploma required. * Location: Salt Lake City Clearlink Salt Lake City UT

Social Brand Engagement Specialist

Clearlink Sales And Support