Company: PetSmart Location: Phoenix, AZ Employment Type: Full Time Date Posted: 07/31/2021 Expire Date: 10/20/2021 Job Categories:
Advertising/Marketing/Public Relations, Arts, Entertainment, and Media, Healthcare, Other, Information Technology, Internet/E-Commerce, Sales, Medical, Web Technology, Nonprofit and Volunteer Services
Social Media Community Specialist About the Team
The Customer Experience (Marketing) team works to showcase our brand through the lens of expertise and love. They work to provide a personalized experience for our consumers backed by best-in-class, data-driven marketing capabilities. The Customer Experience team focuses across 4 departments including, Marketing, Creative, Communications, and our Loyalty & CRM team. Everyone brings his or her own point of view to create a unique experience for the pets and pet parents.
About the Job
Social Media Community Specialist
We’re looking for a strategic communicator who has experience building and fostering fast growing social communities, with a focus on both the external customer experience in addition to developing internal policies, processes, and programs to support. Our ideal candidate is social media savvy with a passion for strengthening and managing relationships with customers in the social space, a critical component for PetSmart. This individual has a proven track record of problem-solving and can effectively adjust a response strategy to fit the social channel and situation using excellent judgment and appropriate discretion.
This role will be responsible for the 6 a.m. - 3 p.m. shift and a combination of working from the Home Office and working from home.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:
Manage and execute PetSmart’s overall social care strategy for interfacing with customers
Exercise leadership in identifying and creating new ways to enhance overall satisfaction of pet parents on PetSmart’s social media channels
Actively monitor and engage with pet parents on all of PetSmart’s social media channels including Facebook, Twitter, Instagram, TikTok and YouTube
Leverage listening tools to monitor trends and identify real-time opportunities that make sense for PetSmart
Partner with PR/Social Media team to quickly act on real-time opportunities and manage engagement process from start to finish
Collaborate with Marketing and Communications teams on strategic initiatives and external messaging
Routinely update and maintain PetSmart’s social care playbook, including developing and implementing policies and procedures as needed
Participate in shared responsibility of weekend social media community management and media line/on-call duty
Oversee, manage and track/monitor both large and small-scale crisis on social media
Identify threats in user generated content and partner with relevant business partners to quickly escalate the issue as needed and respond appropriately
Recognize negative trends impacting pet parents through all social media platforms and be responsible for setting and communicating a plan of action for addressing such trend
EDUCATION and EXPERIENCE
Bachelor's degree in Marketing, Communications, Journalism or a related field or a blend of relevant experience and education
At least 1-2 years strategic communications experience
Previous experience with social customer care is a plus
Exceptional writing and editorial skills with keen attention to detail
Deep understanding of social media channels (knowledge of monitoring/analytic tools is a plus)
Excellent critical thinking and problem-solving skills – able to identify, analyze, propose and deploy solutions to various care issues
Collaborative team player with the ability to adapt in a changing environment
Proven ability to effectively prioritize workload and perform in a fast-paced environment
About the Culture
Our home office offers outstanding amenities in a fun and rewarding workplace including:
Pet friendly environment, bring your pets to work!
A work-life balance and family events such as movie nights, art events and holiday festivals
“Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
“Sit & Stay” Café serving fresh breakfast and lunch options
Starbucks cart—productivity at its finest!
“Lil’ Paws” learning center and onsite daycare facility