Associate Manager Social Media- Customer Experience (REMOTE)

Marco's Franchising • Toledo, OH

2d • Remote

About The Position

This Associate Manager will play an active role in assisting with customer experience resolution related to providing the best guest experience for Marco’s Franchising, LLC. This includes responding to customer issues primarily in social media, but also phone and email, and acting as the liaison with operations, MSIT and franchisees to ensure issue resolution. Additionally, this role supports functions that are related to Customer Experience enhancements, new technologies, analysis and programs that deploy across marketing channels and consumer touchpoints.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or related field
• 2 to 5 years of experience in customer service
• Microsoft Office-Word, Excel, and PowerPoint
• Experience in social media platforms
• Strong organizational and time management skills
• Independent thinker with the ability to prioritize work and creatively solve problems
• Willingness to follow processes in place, and provide suggestions for process improvements
• High levels of personal accountability
• Strong/clear written and presentation communication skills
• Ability to handle multiple projects with various timelines
• Ability to demonstrate compassion, patience, and attentiveness to customer needs

Nice To Haves

• QSR/Food experience a plus
• Experience in reputation management or customer service

Responsibilities

• Assist with reputation management of social channels to ensure a good customer experience
• Support Operations and Franchisees with guest experience resolution
• Assist with managing the relationship with Marco’s social platform partner
• Assist with Customer Service phone and email channels when needed
• Collaborate on development of new marketing channels and communications
• Help with monthly analytics, refining and establishing processes to improve guest experience
• Must be available select evenings and weekends to review/respond to customer issues

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees