Manager, Social Media

The Social Media Care Manager is responsible for managing SHC member engagement strategy for members and customers online via the social media channels. The Social Media Care Manager leads the development of organization-wide social media management standards, policies and rules of engagement for social media. Mentor and provide training to the team of (experienced) moderators to drive positive member experience, and report on insights and findings to key stakeholders. Identify and develop best practices for creating, managing, and monitoring SHC Member recovery efforts for social networks.

Job Duties

  • Develop and maintain a comprehensive social media strategy that defines how social media techniques will be applied to drive positive visibility and traffic across all SHC brands and products.
  • Manage workflow, process & procedures, and best practices for community management (Facebook, Twitter, etc.) and review sites (ConsumerAffairs.com, Google, Yelp, etc.)
  • Acquire, lead and retain talent; continually execute retention strategy through feedback/recognition, career pathing, etc. for the team of moderators. (4-5 direct reports)
  • Have strong working knowledge of the tools and solutions SHC employs for member resolution (Athos, Case Ciboodle, Salesforce, MSP, etc.)
  • Develop, nurture and manage partnerships with SHC business units (such as MSO) to identify areas of improving the member experience (ex: delivery & installation, home improvement, repair, etc.) as reported from social media platforms
  • Lead the development of organization-wide social media management standards, policies and rules of engagement for social media
  • Mentor and provide training to communication and management professionals throughout the organization on best practices for creating, managing, monitoring, and developing content for social networks
  • Define key performance indicators and implement enterprise level measurement, analytics, and reporting methods to gauge success
  • Apply research and development methods to learn and understand emerging trends and technologies and to communicate this knowledge clearly and concisely


  • Bachelor’s degree in Business, Management or Marketing required
  • Proven ability to implement new strategy, process improvements
  • Strong analytical skills, ability to identify trends and problem solving aptitude
  • Must have previous social media experience, retail preferred
  • Must have previous team leadership experience
  • Experience in a fast-paced eCommerce B2C retail business a plus
  • Excellent written and oral communication skills with superior attention to detail
  • Strong organizational and time management skills
  • Ability to prioritize multiple tasks and change focus if necessary in a highly competitive environment
  • Proficiency in all Microsoft Office applications and Outlook
  • Strong technical aptitude and ability to manage several (10+) systems (CRM, Excel, Delivery, Installation, etc.) in parallel


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