Social Media Analyst (Contract)

Arlo•Carlsbad, CA

About The Position

Arlo is seeking a data-driven and strategic Social Media Analyst to join their Customer Care team. This role will be pivotal in mining and analyzing social media and review data across multiple platforms to uncover product/app/brand sentiment, help quantify the cost of these contacts, and model the impact of issue trends on sales and subscription retention. The ideal candidate will bring a blend of analytical rigor, business acumen, and storytelling ability to influence cross-functional investments that improve customer satisfaction and brand reputation. This role is a 1-year fixed term contract.

Requirements

Bachelor's degree in Marketing, Data Science, Economics, or related field
3+ years of experience in social media management, customer experience, and product insights.
Proficiency in data visualization tools (e.g., Tableau, Power BI).
Strong knowledge of enterprise social media platforms such as Sprout Social, Sprinklr, and Brandwatch.
Strong understanding of eCommerce, retail, and customer feedback ecosystems.
Strong project management skills: planning, prioritization, status reporting, and on-time delivery
Strong writing skills and excellent communication skills, with the ability to build clear, compelling narratives and storytelling that influences cross-functional stakeholders.
Experience working with vendors or third-party partners to drive performance outcomes

Nice To Haves

Experience with NLP techniques for sentiment and text analysis.
Familiarity with review platforms and scraping tools.
Background in financial modeling or ROI analysis.

Responsibilities

Aggregate and analyze social media and review data from multiple sources
Identify recurring themes, sentiment trends, and root causes of negative sentiment drivers
Quantify the financial impact of negative social media comments and reviews, including lost sales, returns, and customer churn.
Collaborate with Finance and Product teams to estimate cost of remediation and potential ROI of improvement initiatives.
Model the impact on POS performance and subscription renewal based on brand perception and app/retail review ratings
Identify, document and present project ideas to improve customer experience on these channels
Recommend targeted investments (e.g., product fixes, packaging changes, service enhancements) to drive positive comments/reviews.
Partner with Product, Marketing, and Customer Care to prioritize initiatives based on impact and feasibility.
Serve as overflow support for the social media response team, responding directly to customers on social channels — building first-hand understanding of Arlo customers, their needs, and their sentiment.
Incorporate feedback and performance learnings into future social media engagements, continuously refining tone, timing, and approach so that future engagements improve.
Create and present a social media dashboard to communicate insights and recommendations to stakeholders and leadership.
Build additional dashboards and executive-level presentations to communicate insights and recommendations.
Track progress of initiatives and their effect on sentiment, review scores and customer satisfaction metrics – not just activity, but results.