Social Media Specialist [SK-16712]

About the role

As a primary execution lead for assigned social channels, you will be the driving force behind a consistent and engaging brand presence across major social media platforms. You will own day-to-day publishing, ensure content quality, spark vibrant community engagement, and expertly manage escalations – all while playing a crucial part in maintaining the organization's reputation and fostering meaningful connections with its audience. This is your chance to make a tangible impact on how the organization connects with the world, navigating complex community dynamics, upholding high editorial standards, and maintaining brand authenticity simultaneously.

Responsibilities

• Collaborate with the Social Media Manager to co-develop channel content strategies, providing insights on platform performance, audience behavior, and content opportunities.
• Contribute to building and maintaining channel roadmaps, offering input on successful content, underperforming areas, and potential growth based on daily platform experience.
• Participate in quarterly roadmap reviews with business stakeholders, offering performance context and channel-level recommendations.
• Identify user-generated content opportunities, flagging strong content, community moments, or organic advocacy for evaluation and rights clearance.
• Surface potential influencer and brand ambassador candidates through community monitoring, providing context on reach, engagement quality, and audience fit.
• Manage end-to-end content publishing across various social media platforms, adhering to platform-specific formatting, voice, and cadence standards.
• Execute against approved monthly content calendars, ensuring timely finalization of content inputs.
• Adapt content for platform-native formats, leveraging knowledge of what performs best on each channel while maintaining brand standards.
• Align organic content timing, messaging, and audience priorities with marketing stakeholders and the paid media team.
• Ensure all published content complies with brand guidelines, disclosure requirements, and platform policies.
• Manage inbound engagement, comments, and direct messages across all owned channels with a consistent, brand-appropriate tone.
• Identify and prioritize high-value engagement opportunities, proactively engaging with appropriate voice and intent.
• Identify, triage, and resolve complex community issues and escalations, enforcing a clear escalation protocol in coordination with relevant internal departments.
• Manage sensitive or high-visibility interactions with confidence, applying sound judgment on when to engage, escalate, or defer.
• Serve as a primary power user for a social media management platform, handling publishing, engagement management, and social listening across assigned channels.
• Operate within the platform's governance and approval workflows, adhering to permissioning protocols and content review service level agreements.
• Utilize listening and analytics dashboards to monitor brand health, track engagement performance, and identify proactive outreach opportunities.
• Manage service-related escalations through established workflows, ensuring inquiries are routed correctly and responses are delivered within defined service level agreements.
• Flag configuration issues, workflow gaps, or compliance concerns to the Manager.
• Contribute to the development of brand voice guidelines, channel-specific content standards, and escalation playbooks.
• Pilot and refine new publishing processes, workflow tools, and content review protocols.
• Provide actionable execution insights during monthly content planning sessions and quarterly strategy reviews.
• Partner directly with marketing stakeholders to align social content with campaign priorities and organizational announcements.
• Coordinate with the paid media team to ensure organic and paid social strategies are complementary.
• Collaborate on social content approaches that enhance search engine visibility, brand authority, and organic engagement goals.

Required Qualifications

• Proven experience in social media management, with a strong focus on content publishing, quality, and community engagement across major platforms.
• Demonstrated ability to manage and resolve complex community issues and escalations with sound judgment.
• Proficiency in using a social media management platform for publishing, engagement management, and social listening.
• Expertise in adapting content for platform-native formats while maintaining brand consistency and editorial standards.
• Strong understanding of social media best practices, platform policies, and disclosure requirements.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Ability to contribute strategic insights based on day-to-day execution and audience observations.
• Detail-oriented with a commitment to meeting deadlines and performance targets.