Specialist, Social Media Community Management

The Scotts Company•Marysville, OH

3d•$25 - $30

About The Position

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply! As a Social Media Specialist, you'll represent Scotts Miracle-Gro and our brands while delivering exceptional service via social media channels. You will be the eyes, ears, and voice of our family of brands on social media, cultivating an active and engaged digital community. This role will be responsible for monitoring and interacting across all social media channels, identifying social trends and pertinent conversations, and cultivating relationships with existing and new consumers of all kinds, from superfans to potential influencers. You will assist consumers with questions about products and their usage, product recommendations, troubleshooting and general lawn & garden inquiries. You will focus on resolutions that maintain our brand promises and deliver best-in-class service while also capturing and relaying the consumer experience with the goal of retaining and growing our consumer base, and creating and fostering brand loyalty .

Requirements

Experience : 3+ years as a customer service mentor, peer coach, or leader with focus on customer interactions via social media.
Previous experience resolving consumer situations involving risk - health and safety, reputational risk, legal liability, etc.
Leadership: Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions.
Technical Skills : Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers. Experience with adeptly navigating social media management tools, native social media platforms, and knowledgebase systems. Familiarity with Salesforce (or similar CRM system) and Sprout preferred.
Communication : Strong verbal and written communication skills. Understanding of the subtle nuances of communicating professionally via social media and demonstrated ability to effectively utilize a brand voice consistently.
Problem-Solving : Ability to troubleshoot issues and provide effective solutions - balancing consumer and company needs. Demonstrated effectiveness in navigating gray areas in policy and procedure as well as constantly shifting and evolving business and consumer needs.
Customer Focus : Passion for delivering excellent customer experiences. Skilled in handling complex consumer situations - able to effectively build rapport with consumers and de-escalate as needed.
Organization : Strong attention to detail and organizational skills.
Flexibility : Willingness to work flexible schedules, including evenings, weekends, and holidays.

Nice To Haves

Personal or professional knowledge of or interest in lawns and gardens
Proven success in a work-from-home environment
Knowledge of Google Suite applications a plus

Responsibilities

Run community management for one or more brands within the SMG family, across social platforms - interacting in a positive manner with our fans and consumers with the goal of increasing engagement and consumer loyalty.
Perform proactive community engagement to insert our brands into timely and categorically relevant conversations happening online in order to increase brand and product awareness and increase social reach.
Assist consumers with questions about products and their usage, product recommendations, troubleshooting and general lawn & garden inquiries.
Monitor trends relevant to social media platforms, competitors, target consumers, and culture at large to ensure our brands and products have relevant participation and capitalize on any opportunities to increase engagement, loyalty, and/or sales.
Work with internal and external business partners on consumer messaging, providing input and strategic feedback based on qualitative consumer and community insights, and digital best practices.
Monitor, obtain and share user generated content (UGC) with Brand Social Leads, following industry standards and guidelines provided by legal and ethics partners. As needed, work with SMG Legal to obtain rights to user content and proper release from users.
Actively monitor social channels for any activity that could impact SMG or its brands in matters of reputational or legal risk. Alert leadership and activate Social Escalation procedures as appropriate.
Support and participate in a team culture of continuous improvement - reviewing departmental processes and policies and making recommendations and implementing solutions.
Create and maintain a positive and inclusive team culture in all individual and group interactions.
Other duties as required.

Benefits

Medical, dental, vision, life insurance, holidays, vacation and sick time benefits available within a month of your start date
Healthcare navigation, advocacy and support
401(k) company match up to 7.5% with immediate participation and vesting
Ability to purchase company stock at a 15% discounted price from market value
$600 annual wellness reimbursement program
Up to $30,000 to help cover the cost of fertility treatments, adoption or surrogacy
Up to 18 weeks of time away to support your growing family

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