Social Media Specialist Jobs

About The Position

Requirements

• College diploma in communications, social media or a related field, or equivalent experience.
• Minimum of 2 years of experience in social media management, community management or digital customer service.
• Excellent written communication and customer service skills.
• Strong ability to manage multiple priorities in a fast-paced, dynamic environment.
• Excellent judgment, professionalism and ability to respond appropriately in a public digital space.
• Strong organizational and time-management skills.
• Experience with social platforms such as Instagram, Facebook, TikTok, YouTube and Google Reviews, as well as social listening tools such as Sprinklr.
• Ability to adapt quickly to changing priorities and business needs.
• Availability to support extended hours, including evenings, weekends or crisis situations, when required.
• Bilingualism in French and English required, with strong writing skills in both languages.

Responsibilities

• Monitor social media platforms and respond to comments, private messages, Google reviews, website reviews and customer inquiries in a timely, professional and personalized manner.
• Deliver high-quality interactions that reflect Nespresso’s values, tone of voice and premium brand image.
• Resolve customer inquiries effectively while respecting quality, compliance and service standards.
• Escalate complex, sensitive or critical situations to the appropriate internal teams when required.
• Build positive relationships with Club Members through proactive, courteous and professional communication.
• Monitor daily social media conversations, including through tools such as Sprinklr.
• Identify recurring topics, emerging trends, customer pain points and potential risks.
• Detect early signals that may indicate a crisis situation or brand reputation issue.
• Share relevant observations, trends and customer insights with internal teams.
• Recommend opportunities to improve processes, tools, customer experience and communications.
• Create and publish engaging, relevant responses/replies tailored to each social media platform and situation.
• Adapt tone, style and messaging according to the channel and target audience.
• Encourage positive conversations around the brand and help build an active, engaged community.
• Ensure all published content respects brand guidelines and communication standards.
• Maintain constant awareness of risks that could impact Nespresso’s reputation on social platforms.
• Identify and report critical issues or situations that could escalate into a crisis.
• Support crisis management efforts by applying escalation processes and appropriate responses.
• Ensure every interaction helps protect and strengthen the brand image.
• Maintain strong knowledge of Nespresso products, services, processes and values.
• Stay up to date on new campaigns, procedures, internal communications and company initiatives.
• Actively participate in training, team meetings and best-practice sharing activities.
• Contribute to continuous improvement by identifying gaps and recommending solutions.

Benefits

• Competitive salary.
• Flexible and hybrid work arrangements
• Excellent training and development programs as well as opportunities to grow within the company
• Access to Educational Assistance & Tuition Reimbursement
• Free Nespresso Coffee Machines and $100 monthly coffee credit
• Up to 50% off – Nespresso Coffee Machine, Capsules and accessories
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)