Associate Social Community Manager

Publix • Lakeland, FL

2d • Hybrid

About The Position

Publix Super Markets is a leading privately-owned supermarket chain in the US, known for its financial stability, growth, and commitment to community involvement, volunteerism, and environmental sustainability. Our diverse workforce contributes to our success as a great place to work and shop. As a Fortune 100 company, we are recognized leaders in the supermarket industry. Within our Customer Care and Social Media (CCSM) department, the Associate Social Community Manager is responsible for leading online customer engagement, response strategies, and crisis topic management to ensure an excellent customer experience on our social platforms and to safeguard the Publix brand. We value in-person interactions in our corporate offices, similar to those our store associates have with customers. Many of our corporate offices offer hybrid work arrangements, with up to two days of remote work per week, though specific policies vary by business area and should be discussed during interviews.

Requirements

• Bachelor’s degree in Business, Marketing, New Media, Journalism, or equivalent experience
• At least five years of customer service-oriented roles
• At least five years of professional communications experience
• At least three years of professional experience in managing communities on social media platforms, including Facebook, X, and Instagram
• At least two years of experience in social media data analysis and trends identification
• Knowledge and understanding of social media platforms, including use cases for customers and for brands
• Knowledge and understanding of social media analysis and trends identification
• Knowledge and understanding of social media engagement and listening technology
• Ability to create an environment in which a positive and professional service orientation is evident
• Ability to motivate and guide others to work hard by building a sense of teamwork and commitment
• Knowledge of Publix history, culture, and branding
• Proficient in written communications
• Basic skills with Microsoft PowerPoint
• Intermediate skills with Microsoft Word and Excel
• Willingness to work extended hours including evenings, weekends, and holidays
• Willingness to be on call 24/7 as business need requires
• Familiarity with other Microsoft Office applications (Outlook, Windows Explorer, Planner, SharePoint, Snipping Tool, etc.)

Nice To Haves

• Master’s degree in Business, Marketing, New Media, Journalism, or related discipline
• Seven or more years of customer service-oriented roles
• Seven or more years of professional communications experience
• Five or more years of professional experience in managing communities on social media platforms, including Facebook, X, and Instagram
• Five or more years of experience in social media data analysis and trends identification
• Knowledge in best practices for customer communication and response protocols, established in the department
• Experience with social media aggregating and listening tool(s) such as Sprinklr
• Experience with social media engagement and publishing tools
• Knowledge of CCSM case management system
• Bilingual including written communication (Spanish and English)

Responsibilities

• Developing and leading social media response and engagement strategies and execution on public platforms including but not limited to Facebook, X, Instagram, YouTube, iOS (Apple) and Google Play (Android) apps and review sites.
• Developing and leading proactive social and online monitoring for Publix, including daily monitoring efforts and crisis management activities.
• Managing social and online communities and creating opportunities to increase brand affinity and loyalty.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level