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Social Media Specialist, Full-Time, Days

Northwestern Memorial Healthcare

Social Media Specialist, Full-Time, Days

Chicago, IL
Full Time
Paid
  • Responsibilities

    Job Description

    The SOCIAL MEDIA COMMUNITY MANAGER reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

    RESPONSIBILITIES:

    • Serve as community manager on a team that manages NM's social channels including Facebook, Twitter, Instagram, Pinterest and YouTube.
    • Community Management:
      • Moderate all channels (with the help of our customer service team) in line with brand and voice guidelines.
      • Respond to complaints, requests, and mentions of advocacy in owned and earned social media in real-time.
      • Ability to recognize crises issues and using critical judgment on triaging to the right parties.
      • Proactively engage with the public on social media channels.
    • Social Listening:
      • Conduct efficient social listening and stay abreast of all brand and related conversations in the online space.
      • Identify trending topics in real-time across all social media to participate on behalf of the brand where relevant.
      • Proactively identify opportunities and source user-generated content across social media channels.
      • Be comfortable continuously learning a variety of digital platforms to manage social media marketing and social listening activity.
    • Social Media Strategy:
      • Maintain brand voice and guidelines, while embodying social conversation authentic to NM's voice.
      • Participate in content development activities and creative brainstorming sessions/campaign planning.
      • Review and analyze social KPIs on a weekly, monthly and quarterly basis and apply learnings.
      • Research trends, emerging technology and opportunities to innovate within the social space.
      • Provide insights gained from community interaction to internal marketing teams.
    • Social Media Execution:
      • Enhance social presence during planned campaigns in order to increase engagements and conversations within social channels.
      • Participate in real time community conversations on behalf of the brand.
      • Attend live events as needed and provide social coverage.
    • Consumer Advocacy:
      • Identify loyalists, detractors, advocates and influencers in the space to draw customer insights, solidify relationships.
      • Leverage and amplify social content relevant to the NM brand.
      • Review user-generated comments and posts on social media and relevant ratings/review sites in a timely manner.
      • Responding to comments in order to foster a positive community.
      • Escalate negative commentary or issues to internal team.
  • Qualifications

    Qualifications

    REQUIRED:

    • Bachelor's degree or equivalent combination of education, training, and/or experience.
    • 1-3 years of Community Management Experience.
    • 1-3 years experience managing social media platforms.
    • Passion for social media, digital trends, and emerging technology.
    • Ability to identify and maintain a brand voice in consumer-facing communications.
    • Excellent verbal and written communication skills necessary in order to persuade and influence decision making of individuals, groups, or work teams, and to explain difficult issues.
    • Critical thinking, sound judgment and ability to identify trends and take quick action to maximize brand opportunity.
    • Proficiency in Microsoft Office.
    • Positive attitude, thrives working solo or as team.
    • Demonstrated ability to partner with cross-functional teams.

    PREFERRED:

    • Experience within Healthcare, major consumer brand or large corporate environment.
    • Experience with multi-location, multi-channel social media management.
    • Experience with Customer Service/Social Care.
    • Knowledge and experience using social media management systems like Sprinklr, Spredfast, Sprout Social or HootSuite.

    Additional Information

    Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.