Senior Social & Community Specialist

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Requirements:

• 4+ years of professional experience in social listening, community management, and/or a customer service-related role.
• Advanced community management skills and knowledge of best practices in customer service, conflict mediation, and data analysis.
• Proficiency in community management tools like Agorapulse, Sprinklr, Brandwatch, Khoros, Sprout Social, and Zoho Social.
• Strong ability to adapt and implement Evolve's brand voice in customer interactions.
• Knowledge of algorithms associated with social media channels and community platforms.
• Organized, detail-oriented, with effective communication and time management skills.
• Ability to work on multiple efforts simultaneously and adapt to changing environments.
• Experience in both creative and analytical aspects of marketing.
• Availability outside of standard business hours as needed.
• Strong project leadership and administrative skills.
• Expertise in social analytics platforms.
• Exceptional interpersonal skills for a matrix environment.
• Ability to execute with urgency and precision.
• Strategic and creative thinking with problem-solving skills.
• Self-motivated with proven capacity to work independently.
• Analytical ability to derive insights from complex data.
• Specialized in visualizing data patterns for diverse stakeholders.
• Savvy in driving social insights adoption across the organization.
• Values-based leadership presence exhibiting courage and equity.
• Maturity and discretion to handle confidential information.

Responsibilities:

• Be the voice of Evolve online, building relationships and enhancing brand reputation with owners, guests, and service providers.
• Connect with prospective and active customers to answer questions and support business goals.
• Act as an SME in partnership with customer experience teams to provide support and identify cost-reduction opportunities.
• Protect the brand by managing high-risk situations and mediating resolutions.
• Analyze community data to improve customer experience and provide strategic recommendations.
• Manage online business profiles and app store pages to generate positive reviews.
• Source user-generated content and support content development.
• Own organic social content publication and conduct performance analysis.
• Research opportunities to expand community platforms and collaborate with marketing leadership.
• Monitor online conversations and support public relations during potential crises.