Supervisor, Social Media Care

The Hershey Company • Hershey, PA

418d

About The Position

The Social Media Supervisor is responsible for managing a team that ensures timely responses to consumer comments on social media platforms. This role involves developing and executing strategies for consumer engagement, training the global team, and collaborating with various internal stakeholders to enhance social media interactions. The Supervisor will also explore new social media channels and tools, ensuring the team stays updated with trends and best practices in social engagement.

Requirements

• BA/BS in Communications, PR, English, Marketing or related field.
• Minimum of 2 years of professional experience in social engagement and customer care.
• Experience engaging with consumers on social media.
• Strong data management and reporting skills.
• Excellent writing, editing, and communication skills.

Nice To Haves

• Proficiency with leading social engagement tools including Sprinklr, Sprout, and Hootsuite.
• Demonstrated creativity and immersion in social media.
• Ability to work in a dynamic and fast-paced environment.
• Familiarity with viral and word-of-mouth online marketing practices.
• Willingness to work a flexible schedule, including weekends and holidays.

Responsibilities

• Manage a team to ensure consumer comments on social media are responded to within established service levels.
• Determine the US coverage schedule for the team while considering global responsibilities.
• Establish and lead social media engagement training for the global team.
• Support the team with best practices, system issues, and escalated cases.
• Develop, execute, and evaluate strategies for consumer engagement on social media.
• Foster effective relationships with consumers on platforms like Facebook, Twitter, and Instagram.
• Collaborate with internal stakeholders to track products and topics, and establish approved social media responses.
• Explore and recommend new social media channels and tools for implementation.
• Monitor trends in social media consumer contacts and track feedback on new products.
• Maintain engagement schedules and ensure service level agreements (SLAs) are met.

Benefits

• Remote work options available within the U.S.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Food Manufacturing
• Education Level: Bachelor's degree