Social Media Engagement Specialist

Interested in working for one of the World’s Top Social Media Agencies? Ignite Social Media isn’t just a thought leader in social media marketing—we’re the original social media marketing agency, and a force at work. This hybrid position requires in-person work every Monday and Tuesday in either Cary, NC or Birmingham, MI.

About the role

The Social Media Engagement Specialist role focuses on managing both reactive and proactive social media communities for large brands. It includes working closely with other community management staff, clients, and experts from other disciplines within the agency. This role focuses on engagement work in the channels of a major retail brand.

Community Management Team Overview

The community management discipline is responsible for many ongoing activities within clients' social media channels, such as:

• Reactive and proactive engagement between a brand and its online communities—applying the expertise of channel nuances and community members’ online behaviors to help optimize engagement and provide strategic insights and recommendations to clients and internal teams
• Editorial planning of social media content for channels such as Instagram, TikTok, Reddit, YouTube, etc.
• Working with content producers to execute content and manage revisions

Responsibilities

• Work daily social media reactive shifts to provide impactful community engagement using the brand's established community guidelines, specifications, and processes
• Find ways to optimize channel engagements—from creating new social responses to suggesting new processes or workflows
• Be part of our on-call rotations during agency business hours
• Identify and flag UGC that the client brand can potentially leverage
• Understand how to drill down in Sprinklr to answer client-specific questions about volume, brand risk flags, PR crises, trends, and more
• Assist with scheduling team shifts and updates
• Help onboard and train new team members to work reactive shifts after mastering them yourself
• Collaborate and problem-solve to ensure client goals and objectives are met
• Available to cover weekend on-call shifts, if needed (will be compensated accordingly)

Requirements

• 3-5 years' experience in consumer-facing social media reactive work, preferably for large retail brands (agency experience a plus)
• Customer service-oriented with an understanding of how to have patience and showcase empathy in social responses
• Exceptional written and verbal communication skills
• Extremely focused, organized, and detail-oriented

Qualifications

• Professional experience using social media platforms for brands (Facebook, X, Instagram, as well as Instagram DMs, TikTok, YouTube, etc.)
• Experience with third-party community management engagement tools (Sprinklr/Sprinklr Certifications a plus)
• Nice to have: Experience working with a hybrid team and/or hybrid office model

Skills

The ideal candidate has a passion for social media-driven brand engagement and is naturally proactive and curious, can follow defined and changing processes, isn't afraid to ask questions or suggest new ideas, and is exceptionally detail-oriented.

Benefits

• Competitive salary
• Full benefits package
• Mystery Trips (including an annual out-of-town trip)
• A trendy and fun workplace
• A steady stream of interesting clients
• A team of colleagues who are experts in their field