Sr. Social Media Manager

Salary depends on experience
Posted on 08/02/17
Little Rock, AR
8 - 10 years experience
Salary depends on experience
Posted on 08/02/17

Sr. Social Media Manager

The Sr. Manager of Social Media is responsible for the overall social mediachannel vision and mission for the Windstream Enterprise Business Unit. The individual in this role must be able to lead, conceptualize and formulate strategic plans, initiatives, and tactics that further that Business Unit’s long and short term social media, awareness and reputation management goals.  Must be articulate and professional, with executive acumen and strong desire and ability with industry thought leaders, key Windstream executives, and teams across the business. 

This role will collaborate with marketing communications, campaign management, field sales, corporate communications, employee communications and public relations staff to ensure that resources are being used in an efficient and cost-effective manner.  They will be accountable for paid and organic social tactics and the performance of each campaign.  The role will train and actively manage tools that amplify the reputation of the organization through employees, and social platforms.  They will work with the customer experience team and operations on implementation of social care, monitoring and reactive/proactive activities.  They must be able to measure, monitor and report on metrics that specifically tie back to the company goals.  Finally, they must be a problem solver and on the look-out for trends that would benefit the company.
Social media channel strategy
• Social media channel strategy - develop comprehensive and sound plans including vision and alignment with organizational targets, reputation management and messaging.  From that plan, this role will recommend social tactics, content, vendors, execute social demand gen campaigns and customer experience/reputation management initiatives – this will encompass both paid and organic campaigns
• The individual should have a thirst for learning and follow the latest social media marketing trends and channel innovations. They must be experienced in listening to social channels to identify changes in landscape and buyer behavior; provide feedback/recommendations to update or modify Windstream’s social media strategy accordingly
• The individual should be a strong leader in presenting, proving and educating the importance of social strategy and management while also being willing to collaborate, take input and provide recommendations back to the team.
• The individual must be able to make sound recommendations for digital campaign and demand generation support
Measurement/analytical skills
• Measure, monitoring and benchmarking progress toward growth in target, reputation management, and demand gen
• Assist in analyzing the performance of social marketing programs by reviewing campaign results and gathering insights from results to optimize interactions with customers and prospects
• Make recommendations based on results that will provide continuous improvement toward goals
• Should be professional and competent to do real-time social monitoring, responding to customer questions, engaging with advocates and influencers on Windstream’s social media properties (and others that are identified) (including, but not limited to, Twitter, Facebook, LinkedIn, Google+, YouTube)
Customer experience/reputation management skills

• Develop social media reputation management campaign strategy and design
• Will develop a customer experience focused process,  responses and escalations to engage a SME into online conversations
• Developing internal SLAs and working with internal teams to ensure solid process and escalations to provide fast and comprehensive customer support
Cross functional team leadership
• Collaboration among product, vendors, creative, PR, demand generation, and customer experience teams to ensure content is relevant and aligned
• Coordinate with internal workgroups (Customer Care, Service Delivery, Network Operations, Corporate Communications, and Consumer Marketing) to ensure updates to social media properties are consistent and timely
• Assist with creation and maintenance of monthly blog content editorial calendar, coordinating with internal product owners and subject matter experts to schedule, create and approve blog posts

• Social Governance (policy development and management)
• Coordinate with internal and external partners to ensure brand message is consistent and written in approved tone and voice
• Maintain organized archive of all completed, approved projects
• Assist in creating and maintaining weekly social media editorial calendar, scheduling posts across all social media properties, using Windstream’s social relationship platform
• Monitor and update internal social media marketing FAQ, training and support materials

• 8 +  years prior social management experience in the B2B market  
• Must be able to direct the organizational strategy, but also enjoy tactical aspects of the role
• Excellent writer with specific experienced in writing clear, concise copy; exceptional proof-reading skills
• Proficient in social media and vendors/channels like Spiceworks, Spredfast, Twitter, LinkedIn, Facebook, Google + and more
• Deep understanding and passionate about customer experience and reputation management online
• Telecommunication experience is preferred
• Thirst for learning and taking what is learned into application and recommendations
• Excellent project coordination, preparation and attention to detail
• Highly collaborative, motivated and willing to work closely within a team structure and independently
• Able to problem solve, prioritize multiple tasks, manage time effectively, think creatively, research using available tools and contacts
• Excellent communication skills – both written and presentation
• Proficient in Microsoft Office applications (Word, Excel, and PowerPoint)

Job ID:17001798

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