Social Media Specialist [SK-18199]

About the role

Aquent is thrilled to partner with a pioneering organization that stands at the forefront of its industry, dedicated to shaping the future through innovation and strategic vision. This is an exceptional opportunity to join a dynamic team and directly influence the brand’s digital presence, community engagement, and content strategy on a global scale. Step into a pivotal role where your expertise will directly shape the digital footprint of a dynamic organization, owning the day-to-day publishing, ensuring content quality, sparking vibrant community engagement, and expertly managing escalations. 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