Social Media Community Specialist

Job Purpose:

We are looking for a talented and passionate Social Media Community Manager, with excellent written and verbal skills, to ultimately act as the face and voice of our brands and manage all social community communications (excluding content publishing). A successful candidate will be a “people person” with great customer service skills and the ability to moderate online and offline conversations with our social communities. They should be deeply familiar with all relevant social platforms and their best practices, as well as demonstrated ability to grow brand love through one-to-one consumer interactions and share the results. The person in this role will work alongside their team members (both internal and agency teams) to activate the brand strategies across digital and consumer relations to bring business results.

Key Accountabilities:

• Grow brand love by acting as the brand voice behind US social channels for Barilla, Wasa & Tolerant brands, while adapting it to different social platforms. 
• Respond to comments and customer service queries on social platforms in a timely manner, maintain a knowledge base of FAQs and custom responses, and escalate according to protocol when appropriate. 
• Monitor, respond and report on feedback and online reviews across e-tailer outlets and brand websites. 
• Analyze key trends in consumer feedback, sentiment, and trending conversations. Present trends to appropriate departments. Create ongoing reporting cadence and adhoc reporting when necessary. 
• Identify brand advocates, initiate outreach, send branded “surprise & delight” swag, track and monitor User Generated Content development and collaborate with social content team to reshare as part of editorial plan and/or timely Instagram Stories. 
• Partner with internal teams and external agencies/partners to identify and improve content across website, social, promotions and recipes with consumer needs in mind. 
• Other ad hoc duties as assigned.

Educational Requirements:

• Bachelor's degree in marketing, advertising, communications, business, anthropology, psychology, sociology, public relations, or a related creative discipline. 
• 3+ years working at an advertising, marketing, digital, creative, or communications agency, or in-house in a social, digital, or brand marketing capacity. 
• 2+ years managing social media communities for a brand and/or creator (Instagram, Facebook, Pinterest, TikTok, YouTube) with demonstrated success. 
• Excellent written and oral communication skills. Familiarity and comfort with writing in a brand voice & tone for development of social editorial content and social engagement, as needed. 
• Knowledge of and experience using social listening and social media management/publishing platforms, such as Brandwatch, Sprinklr, Hootsuite, Sprout Social, etc. (at least 1 platform used previously). 
• Analytical and thoughtful, with the ability to report across the organization on social media results and to drive buy-in as an advocate for social/digital marketing.
• An authentic love of food, recipes, brand building, social trends, and/or consumer product goods. 
• High attention to detail and experience with keeping multiple projects aligned and on track. Ability to report back on timelines, progress, challenges, and successes to manager. 
• Ability to successfully collaborate and work as part of a team. Ability to handle working with multiple stakeholders and various communication styles. 
• Proficiency with tools such as Microsoft Word, Excel, Outlook, PowerPoint, Keynote, Teams. 
• Familiarity with platforms required: Meta / Facebook & Instagram, Pinterest, TikTok, YouTube, Twitter. 
• Some travel may be required on an ad hoc basis.