Social Listening Analyst

Chipotle • Columbus, OH

244d • $59,000 - $80,000

About The Position

As the Analyst, Social Listening, you will be responsible for driving brand protection and promotion through the monitoring of social media channels for mentions, guest feedback, and emerging trends. You will serve as a voice of Chipotle, directly engaging with our audience, responding to inquiries, comments and concerns in a way that reflects Chipotle's voice, culture, and values. You will also be responsible for identifying and addressing risks and issues, identifying further opportunities for efficiencies and engagement.

Requirements

• High school diploma or general education degree (GED) required.
• Bachelor's Degree (BA/BS) from 4-year college or university preferred.
• 2-4 years' experience in social media monitoring, community engagement, customer service or a related field.
• Internship in social media, community engagement and/or customer service is strongly preferred.
• Experience using social listening and engagement tools, such as Netbase or Sprinklr, preferred.
• Excellent written and verbal communication skills with the ability to adapt tone and messaging to align with brand voice.
• Ability to analyze social media conversations and provide actionable insights.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment.
• Experience collaborating with cross-functional teams such as marketing, customer service, and communications.
• Ability to understand and present social data in a meaningful, concise way.
• Proactive mindset with passion for brand storytelling and audience engagement.
• Ability to identify and escalate high-risk issues to protect brand image and mitigate risk.
• Experience writing Boolean queries.
• Strong understanding of current and emerging social media channels.
• Ability to work a flexible schedule, including nights and weekends.

Responsibilities

• Monitor social media platforms for brand mentions, feedback, and relevant conversations.
• Engage with Chipotle's fans on social media platforms in a way that reflects Chipotle's voice, culture, and values, fostering a positive experience and brand loyalty.
• Respond to guest inquiries, comments and concerns in a timely manner.
• Identify trends, issues and risks to the brand, escalating to key stakeholders for partnership and resolution to include Marketing, Customer Service, and Customer Incident.
• Categorize and organize data leveraged for key reports to provide insights that enhance the guest experience, address potential issues, and identify further opportunities for engagement.
• Collaborate closely with cross-functional teams to include Marketing and Communications to curate and distribute a daily internal newsletter, summarizing the latest business news, brand mentions, and industry trends for internal employees.
• Serve as a mentor and coach to the Social Listening Coordinators, providing training, thought partnership, guidance, and coaching as needed.
• Lead monthly campaign and ad-hoc reporting, providing analysis and insights both within and outside of Chipotle conversation.
• Optimize reporting templates and training materials that are clear, concise and easy to understand.
• Assist with copy writing for influencers and owned content.
• Identify trends and whitespace opportunities to assist with driving brand strategy.
• Maintain physical command space with screens/dashboards.
• Create benchmarks to help understand success and ROI of different marketing/social activations.
• Write and review Boolean queries for Social Listening topics.
• Manage user generated content.

Benefits

• Medical, dental, and vision insurance
• 401k
• Sick leave
• Vacation time
• Annual cash bonuses
• Equity awards based upon performance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree