We are a growing company that invests in our most important asset; our people! We offer many opportunities for growth, and we are committed to providing a beneficial career experience for all of our associates.
AAA Life is seeking a Social Media Community Manager at our corporate headquarters in Livonia, MI! The Social Media Community Manager is primarily responsible for managing and maintaining the brand reputation across AAA Life’s social and review platforms both externally and internally by providing world-class customer service and positive interactions with engaging responses to comments and reviews.
POSITION RESPONSIBILITIES
- Monitor across social platforms for posts or comments that require management or response ensuring comments, questions, and engagement activity is addressed in a timely manner
- Manage the activity of our social channels including Facebook, LinkedIn, Instagram, GlassDoor, LifeNet; and our review platforms such as Trustpilot, Google Reviews, etc.
- Leverage social listening, monitoring other social channels and review sites for content related to AAA Life to ensure accurate and favorable brand representation
- Responsible for reviewing, staging, and publishing LinkedIn posts leveraging a social media content management tool.
- Review and respond to all comments, public inquiries, direct messages, and social-related emails – triaging to key stakeholders and manage through resolution as needed.
- Participate in AAA Life’s digital agency relationships, lead by the digital marketing team, to contribute to paid and organic social media campaigns as necessary and remain informed.
- Develop comprehensive understanding of, and comply with, AAA Life advertising and brand guidelines. Represent the brand with professionalism and ensure our core values are maintained with all interactions.
- Monitor LifeNet for posts or comments that require attention – triage to key stakeholders and manage through resolution as needed.
- Analyze post performance and channel engagement on a weekly and monthly basis. Report out on front-end performance metrics and provide clear, actionable insights.
- Participate in meetings and project teams as required. Work under pressure to meet deadlines.
- Other special projects as requested by management.
Required Skills
- ACHIEVES RESULTS/HAS BIAS FOR ACTION - Achieves stretch results. Strong bias for action with sense of urgency and high energy. Practices collaborative working environment to achieve more.
- CUSTOMER FOCUS - Has ability to look from customer’s view. Viewed as business partner by external and internal customers. Anticipates customer needs to ensure there are no barriers to doing business.
- USES EFFECTIVE COMMUNICATION SKILLS – Communicates clearly by matching style, tone and method to audience. Connects with intended audience.
- DISPLAYS TEAM ORIENTATION - Works collaboratively to achieve organization’s success.
- TECHNICAL/PROFESSIONAL SKILLS - Strives to stay ahead of technical/professional expertise, is proactive and inspires others to stay current in areas of technical expertise.
Required Experience
- Bachelor’s degree in Marketing, Communications or related field.
- Minimum of 3 years community management experience for national or global brands.
- Expert in social media scheduling, monitoring, and listening tools such as Spredfast, Hootsuite, Buffer, Sprinklr, etc.
- Ability to craft thoughtful, strategic responses to consumer inquiries in a timely manner.
- Strong sense of urgency and an innate ability to prioritize responses in order of importance – filtering out engagement that requires a response from the social media noise.
- Outstanding project management and organization skills with an ability to shift and adapt to meet changing business needs, manage time, and use complex programs with accuracy.
- Strong understanding of social media performance metrics, reporting, and operational processes.
- Exceptional problem solver with a proven ability to think on your feet.
- Proficient in personal computer (PC) skills that must include Microsoft Office Suite. Desired: experience with Adobe Creative Suite (Photoshop, Illustrator, InDesign, etc.)
- Effectively coordinate and interface with various departments.
- Open to operating outside normal business hours, which may include nights and weekends.
- Bilingual (Spanish) a plus.