Associate Social Community Manager

Publix • Lakeland, FL

3d • $56,888 - $78,520 • Hybrid

About The Position

Within Publix's Customer Care and Social Media (CCSM) department, the Associate Social Community Manager leads online customer engagement, response strategies, and crisis topic management to ensure customers have the best experience in our social communities and to protect the Publix brand. In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently 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; and at least five years of professional communications experience; and at least three years of professional experience in managing communities on social media platforms, including Facebook, X, and Instagram; and 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 require
• Other Microsoft Office applications not otherwise mentioned (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; and seven or more years of professional communications experience; and five or more years of professional experience in managing communities on social media platforms, including Facebook, X, and Instagram; and 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.

Benefits

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost
• An opportunity to purchase additional shares of our privately-held stock
• 401(k) retirement savings plan
• Group health, dental and vision plans plan
• Paid Time Off
• Paid Parental Leave
• Short- and long-term disability insurance
• Tuition reimbursement
• Free hot lunches (buffet-style) at facilities with a cafeteria

What This Job Offers

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