Urgent Opening: Social Media & Reputation Management Specialist

About the Role

We are looking for a customer-centric Social Media Strategist to join our Enablement team, focusing on delivering a high-quality, white-glove social media service as part of our Managed Services offering. In this role, you will directly support clients who have chosen to partner with us for premium social media management, creating and managing custom content for their brands online presence. As a crucial part of the team, you will work closely with both our Enablement and Customer Success departments to ensure that each client receives a personalized, high-impact social media strategy and execution.

Key Responsibilities

What Youll Do:

• Social Media Content Execution:

  Craft, schedule, and publish high-quality content across platforms like Facebook, Instagram, LinkedIn, and X (Twitter) tailored to each brand’s tone and goals.

• Reputation Management:

  Monitor and respond to online reviews across platforms such as Google, Yelp, Facebook, and industry-specific portals. Craft thoughtful, timely responses that reflect brand values and de-escalate issues effectively.

• Engagement Monitoring & Trend Spotting:

  Track social conversations, identify trends, and surface key insights or risks. Flag PR-sensitive content or emerging patterns to internal stakeholders in real-time.

• Client Alignment & Brand Consistency:

  Collaborate closely with internal teams and clients to ensure all messaging is on-brand. Develop an in-depth understanding of each client’s voice, audience, and strategic objectives.

• Operational Excellence:

  Maintain content calendars, SLAs, and weekly/monthly reporting dashboards to ensure seamless delivery across client accounts.

• Platform Optimization:

  Stay ahead of evolving platform algorithms, engagement best practices, and emerging tools—bringing insights to help refine strategy and improve performance.

• Client Strategy Development:

  Collaborate directly with customers to understand their brand, goals, and audience, and develop tailored social media strategies that align with their unique business objectives.

• Content Creation & Management:

  Plan, create, and schedule engaging, on-brand social media content for clients, including copywriting, graphic design, and video assets when needed.

• White-Glove Client Support:

  Provide a premium, concierge-level service for customers, offering regular check-ins, strategic adjustments, and performance updates to ensure satisfaction and results.

• Performance Tracking & Reporting:

  Analyze social media metrics for each client, using insights to refine and optimize strategies; prepare monthly reports and share actionable insights with clients.

• Internal Collaboration:

  Work with the Enablement, Customer Success, and Product teams to streamline processes, resolve challenges, and continuously improve service offerings.

• Platform & Trend Monitoring:

  Stay updated on social media trends, algorithm changes, and platform features to proactively adjust strategies and provide clients with cutting-edge service.

Requirements

• Experience:

  4+ years in social media strategy, digital marketing, or a customer-facing social media role, ideally in a managed services or agency environment.

• Education:

  Bachelors degree in Marketing, Communications, or a related field.

• Skills:

• Proven expertise in social media platforms (e.g., Facebook, Instagram, LinkedIn, X, TikTok) and their analytics.
• Strong writing, content development, and storytelling abilities.
• Experience creating tailored reports that translate data into actionable client insights.
• Excellent client management skills with a passion for delivering exceptional customer service.
• Knowledge of content marketing and SEO best practices as they apply to social.

• Attributes:

  Adaptable, detail-oriented, and able to manage multiple clients simultaneously, with a commitment to delivering high-quality, consistent service.

Preferred Qualifications

• Experience with white-glove or high-touch client services, particularly in a managed services or agency setting.
• Graphic design and/or video editing skills (e.g., Adobe Creative Suite, Canva).
• Familiarity with tools like Hootsuite, Sprout Social, or similar platforms
• Familiarity with analytics tools (e.g., Google Analytics, social media insights)
• Experience with project management tools (e.g., Asana, Trello) to organize and prioritize task