Social Media & Online Reputation Management Manager

Central Garden & Pet•Neptune City, NJ

2d•Onsite

About The Position

The Social Media & Online Reputation Management Manager is responsible for recommending and executing social media programs while protecting and maximizing our reputation across online channels. The position is focused on influencer marketing, organic social media, content creation management, community management, and brand ambassadors for the Nylabone, Nubz, Cadet, Best Bully Sticks, Four Paws, Barkworthies, & Paw Love brands. The role is also responsible for online reputation management which includes development of a comprehensive strategy and implementation to engage online audiences. This should be done both reactively and proactively within an authentic brand voice to amplify our advocates, mitigate reputation risk and cultivate loyal consumers. This person will sit in the Digital Marketing/E-Commerce Team and will work to maintain our brand voice and messaging style, as well as escalation plans and feedback loops. This position requires the self-starter tenacity to research and experiment with current and developing trends and platforms. Given this rapidly changing environment, the ability to adapt is necessary to succeed in this role. This position is an onsite position based out of our Neptune, NJ facility 5x a week.

Requirements

5-7 years directly managing influencer marketing campaigns and organic social media accounts.
1+ years in Customer Service or Reputation Management role.
Experience with social media scheduling platforms.
Excellent grammar, writing and communication skills in different styles/tones.
Familiarity with native social media analytics and ability to draw insights and optimize.
An ability to bring brand identity to life through an authentic and consistent voice across multiple channels.
Advanced MS Office skills (Excel, PowerPoint, Word).
Possess exceptional organizational and time management skills; self-starter; ability to project manage and prioritize work.
Experience working in a fast-paced environment and able to commit to and meet team deadlines.
Intellectual curiosity and thirst for innovation and success.
Strong interpersonal and relationship building skills, experience in dealing with multiple and diverse internal stakeholders, and interacting with business and technology partners.
Very Hands-On and "Can Do" attitude.

Nice To Haves

Experience with Sprout Social, Salesforce and supportive Reputation and Social tools a plus.
Experience with content creation and digital asset management is a plus.
Experience with Adobe Creative Suite preferred.

Responsibilities

Cultivate a comprehensive social media strategy that is diversified for the social platforms within which we work and designed to increase social media followers and engagement.
Develop paid social (Meta) advertising campaigns and optimize toward designated goals.
Develop and manage social media calendars and posting on the brands’ social media accounts including Instagram, Facebook, & Twitter.
Lead short- and long-form social media video strategy.
Review weekly and monthly reporting of performance versus benchmarks, using data to drive recommendations and decisions.
Test and learn with new social marketing initiatives to increase consumer engagement with our brands.
Develop and manage influencer marketing campaigns.
Manage a freelance content creation program that produces quality video and photo content for our digital and ecommerce channel.
Drive the evolution of our social media accounts through industry research, competitive analyses, and internal analysis. This includes plans for entering new social platforms or sunsetting platforms based on calculated impact to our social media growth & engagement.
Cultivate a comprehensive reputation management strategy.
Oversee the response to, and escalation of, online reviews across all retailer channels.
Report monthly on community reputation and trends regarding positive and negative consumer feedback.
Work with each of the brands to continuously maintain a list of FAQs and consumer responses.
Manage response program for crisis management in the event of a reputation risk.
Reduce negative reviews through personalization, identifying trends and implementing content adjustments.