Brand Engagement Specialist

Role Summary

As the Brand Engagement Specialist, you will own the strategy, design, and execution of how McAfee interacts with customers on social media. You will bridge the gap between technical customer support and brand marketing. Your primary mission is to ensure every public and private interaction on platforms like X (Twitter), Facebook, Reddit, and Instagram reflects McAfee’s brand voice while delivering top-tier support.

Social Response Design & Frameworks

• Create Response Playbooks: Design and maintain the official blueprint for how McAfee responds to customer inquiries, complaints, and praise on social media.
• Tone of Voice Alignment: Ensure all answers maintain a balance of deep technical empathy, clarity, and brand consistency.
• Template Architecture: Build and continuously update a library of modular, human-sounding response templates that agents can customize for fast, accurate replies.

Social Care Strategy & Optimization

• Platform Strategy: Define specific strategy variations for different platforms (e.g., handling technical troubleshooting on Reddit vs. brand engagement on X).
• Social Listening Execution: Utilize social listening tools to identify customer pain points, viral security trends, and emerging product issues before they escalate.
• Escalation Workflows: Build seamless workflows to transfer highly technical security issues or high-profile complaints safely from public comments to secure support channels.

Team Enablement & Brand Protection

• Coach & Mentor: Guide frontline social support agents on how to use the designed frameworks, ensuring high quality and emotional intelligence in every interaction.

About You

• Experience: 3+ years managing customer care, social media strategy, or brand community management—ideally within a tech or software-as-a-service (SaaS) ecosystem.
• Platform Mastery: Deep knowledge of native social media platforms and modern social customer relationship management (CRM) platforms (such as Sprinklr, Sprout Social, or Hootsuite).
• Communication Skills: Exceptional writing skills with the ability to explain complex technical cybersecurity issues in plain, reassuring language.
• Strategic Thinking: Proven ability to design workflows, analyze sentiment data, and create operational frameworks from scratch.
• Cybersecurity Interest: A strong curiosity about consumer privacy, digital identity protection, and online safety.
• Analytical and Problem-Solving Abilities: Skill in analyzing conversation data and identifying "break points" or areas for improvement in the user journey.
• Adaptability and Creativity: The ability to adapt tone and style for different audiences and scenarios, and to be creative in developing engaging user experiences.
• Collaboration and Communication: Excellent communication skills to articulate design decisions and work effectively within a team environment.
• Technical Understanding (A Plus): Basic knowledge of programming languages (like Python) or markup languages to better communicate technical requirements to engineers is beneficial.

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protect their families and communities with the right security at the right moment.

Company Benefits And Perks

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees

Pay Range

The anticipated compensation for this position is USD $65,610.00/Yr. - USD $107,790.00/Yr. depending on experience and qualifications.