Social Media & Loyalty Specialist

Mitsubishi Motors North America, Inc. • Franklin, TN

1d • $29 - $31 • Hybrid

About The Position

The Social Media & Loyalty Specialist role supports the evolving needs of owner retention, engagement, and advocacy across both CRM and social channels. As the customer journey becomes more connected across digital touchpoints, this role ensures owners receive consistent, timely, and high-quality communication throughout their experience with the brand. This position combines CRM lifecycle execution with social community management to create a more unified and responsive owner experience. By working across both owned and social platforms, the Social Media & Loyalty Specialist helps strengthen retention, surface customer insights, and build long-term brand advocacy.

Requirements

• 3+ years of experience in CRM, lifecycle marketing, social media community management, or customer engagement roles, preferably in a consumer-facing or brand environment
• Hands-on experience assisting with social media channels, including community engagement, response management, and escalation handling
• Familiarity with CRM platforms and email marketing tools (e.g., lifecycle communications, newsletters, segmentation, and campaign QA)
• Strong writing and communication skills with the ability to adapt tone for both owned communications and real-time social engagement
• Experience monitoring social sentiment, identifying trends, and translating Voice-of-Customer insights into actionable recommendations
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, consistency, and attention to detail
• Demonstrated ability to collaborate cross-functionally with Marketing, CX, Brand, and Customer Care teams
• Experience identifying or working with user-generated content (UGC) and supporting content amplification or advocacy programs
• Strong judgment in customer interaction and escalation management, with a focus on brand reputation and customer experience
• Comfortable using data and performance metrics (e.g., engagement, open rates, response SLAs, sentiment) to guide decisions and improve outcomes

Nice To Haves

• Experience balancing CRM execution and social community management in a hybrid, fast-moving role
• Familiarity with automotive or similarly complex product ecosystems and customer lifecycles
• Strong community-building instincts, with the ability to spark engagement and foster owner-to-owner connection
• Excellent writing skills with strong control of tone, voice, and brand consistency
• Customer-obsessed mindset with a focus on advocacy, storytelling, and elevating owner experiences

Responsibilities

• Monitor brand social channels daily, responding to comments and messages while escalating issues as needed to maintain a positive and responsive owner presence
• Track owner sentiment, identify trends, and summarize insights for Marketing, Customer Experience, and Product teams
• Respond to owners and prospects across social platforms in a timely, brand-appropriate manner to build trust and advocacy
• Support monthly Owner Newsletter content planning, QA, and deployment coordination
• Assist with CRM lifecycle and retention communications, including content execution and performance monitoring
• Publish approved content across social platforms while ensuring consistency, accuracy, and alignment with brand voice and campaign priorities
• Capture Voice-of-Customer (VoC) insights, recurring themes, and owner feedback to inform CRM, CX, and marketing strategies
• Support service retention, return-to-market, and owner engagement initiatives
• Partner cross-functionally with Brand, Digital, Retail Marketing, CX, and Customer Care teams to ensure a seamless owner experience
• Identify and elevate positive owner stories, user-generated content, and advocacy opportunities that strengthen community engagement and brand affinity

Benefits

• Comprehensive healthcare coverage, including medical, dental, and vision plans
• Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required
• 401(k) with Company match and annual contributions based on years of service
• Professional development opportunities, including training, tuition reimbursement, and employee resource groups
• Up to 30 days of paid time off, including holidays, vacation, and other leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed