Associate Social Community Manager

About the role

Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It’s satisfying to work for – and be an owner in – a Fortune 100 company that is widely recognized as a leader in the supermarket industry. Within our Customer Care and Social Media (CCSM) department, the Associate Social Community Manager leads online customer engagement, response strategies, and crisis topic management to ensure customers have the best experience in our social communities and to protect the Publix brand. In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.

Responsibilities

• This position is responsible for developing and leading social media response and engagement strategies and execution on public platforms including but not limited to Facebook, X, Instagram, YouTube, iOS (Apple) and Google Play (Android) apps and review sites.
• This position is responsible for developing and leading proactive social and online monitoring for Publix, including daily monitoring efforts and crisis management activities.
• This position is responsible for managing social and online communities and creating opportunities to increase brand affinity and loyalty.

Requirements

• Bachelor’s degree in Business, Marketing, New Media, Journalism, or equivalent experience
• At least five years of customer service-oriented roles; and at least five years of professional communications experience; and at least three years of professional experience in managing communities on social media platforms, including Facebook, X, and Instagram; and at least two years of experience in social media data analysis and trends identification
• Knowledge and understanding of social media platforms, including use cases for customers and for brands
• Knowledge and understanding of social media analysis and trends identification
• Knowledge and understanding of social media engagement and listening technology
• Ability to create an environment in which a positive and professional service orientation is evident
• Ability to motivate and guide others to work hard by building a sense of teamwork and commitment
• Knowledge of Publix history, culture, and branding
• Proficient in written communications
• Basic skills with Microsoft PowerPoint
• Intermediate skills with Microsoft Word and Excel
• Willingness to work extended hours including evenings, weekends, and holidays
• Willingness to be on call 24/7 as business need require
• Other Microsoft Office applications not otherwise mentioned (Outlook, Windows Explorer, Planner, SharePoint, Snipping Tool, etc.)

Qualifications

• Master’s degree in Business, Marketing, New Media, Journalism, or related discipline
• Seven or more years of customer service