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Coordinator Social Media Marketing

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Signet Jewelers
Published
February 14, 2021
Location
Akron, OH
Category
Job Type

Description

This position is responsible for moderating Signet’s branded social media platforms. This includes monitoring the pages for activity and posting responses, using a brand-appropriate voice and following approved company protocol. It also entails working with other functional areas to determine answers to questions and to escalate topics to the appropriate teams for visibility or action. Finally, it requires basic measurement and reporting on that activity. This position has non-traditional hours.

  • Monitor activity on the company's branded social media platforms (e.g., Facebook, Twitter, Instagram, etc.) in monitoring software (Sprinklr) or natively. Based on the Social Media Governance Plan, recommend a course of action (e.g., respond, re-direct, escalate, etc.). Post timely responses to consumer questions, comments or complaints (no more than 2-hour response time); work with supervisor to craft appropriate custom responses. Answer questions using correct brand 'voice” and empathetic, conversational, social-media friendly tone. When research is required or topic is confidential, consumer is re-directed offline with timely/appropriate responses.
  • Escalate emerging issues, concerns or opportunities to the Social Media Manager and/or appropriate functional area, in conjunction with existing policies. Work through issues with the appropriate functional areas and share emerging trends as applicable. Follow content calendars and stay apprised of upcoming brand initiatives and activations that may drive social media comment volume.
  • Ensure Community Guidelines are followed. Inappropriate or disruptive content is 'hidden' and/or removed from the site, following established protocol, to maintain the integrity of the page. Escalate concerning comments per policy.
  • Generate creative and innovative ideas as it relates to brainstorming on content concepts and new ways to interact with users.
  • Support additional projects as required, including but not limited to, moderating live events and virtual communities.
  • Tabulate and record metrics for measurement and reporting dashboards (e.g., number of comments, shares, post-level 'Likes' and sentiments). Ability to work independently/autonomously AND in a team-environment essential.
  • Positive, proactive, team-focused mentality is mandatory for this position.
  • This position has a non-traditional schedule. Required hours are 12PM ET - 8PM ET Saturday-Wednesday. Schedule may shift based on business need with prior notice. Ongoing flexibility to temporarily adjust or increase hours based on business need (social media opportunities or crises) is required.
  • Benefits & Perks

  • Competitive healthcare, dental & vision insurance
  • 401(k) matching after one year of employment
  • Generous PTO + company holidays
  • Diversity programs
  • Paid subscription to PlateJoy
  • Much more!
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