Description
Kforce has a client that is seeking an Associate Program Manager Social Brand Reputation in San Francisco, CA.Summary:This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment. This position has potential to be on-call.Key Tasks:
- Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via the company's social media tool as well as occasionally natively monitoring platforms
- Understand the full spectrum of company customer care policies and processes
- Liaison with Marketing and Comms on replies to influencer and viral posts
- Bring an elevated lens of Marketing/Comms to the company's customer care world
- 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, liaison with policy, etc.
- Work with stakeholders and varied policies across the world, but specifically in the US and UK
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Requirements
- Minimum two years of prior work experience, preferably in social media community management or related field
- Bachelor's degree, preferably in Communications, social media, or Public Relations
- 4+ years of social media community management for a large brand with diverse issues
- Previous experience managing Brands and Crisis in social media
- Proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
- Influencer management experience
- Customer care operations experience
- Understand intuitively what has the propensity to go viral and create brand crises
- Clear understanding of engagement elements across the most popular social networks (Facebook, Twitter, LinkedIn, Instagram, TikTok, Reddit, YouTube)
- Social Listening and Software Proficiency in Sprinklr & Brand watch
- Proficient stakeholder management skills
- Strong communicator (both verbal and written); Creative copy writing skills
- Customer focus, empathy, and business acumen to understand the customers' needs and generate engaging conversations in social media
- Independent and proactive, self-starter and highly motivated; Capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive, and energetic approach to work
- Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
- Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users
- Ability to thrive in an ambiguous and flexible work environment
- Desire to address complex problems without hesitation
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.