Sr Coordinator, Digital Marketing (Social Media Community Manager)

About the role

At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. Nationwide is seeking a Senior Coordinator, Digital Marketing (Social Media Community Manager) to help strengthen our relationships with customers, fans, followers and communities across social media. This role combines community management, social listening, brand and reputation management, content publishing, customer engagement and performance reporting. The ideal candidate is a thoughtful communicator who can respond with empathy and sound judgment, identify emerging issues and trends, and translate social media activity into insights that help Nationwide improve the customer experience and protect its brand.

Responsibilities

• Monitor Nationwide’s social media channels, including LinkedIn, Facebook, X, Instagram and other content-sharing platforms.
• Review incoming posts, comments and responses; categorize activity; respond to complaints and inquiries; and document activity in Nationwide’s social media monitoring tools.
• Engage directly with fans, followers and customers in a timely, professional and brand-aligned manner.
• Use sound judgment when responding to sensitive topics and protect Nationwide’s brand image across all social media interactions.
• Partner with Public Relations, Marketing, Office of Customer Relations and Corporate Communications on sensitive issues, reputation management and corporate advertising campaigns.
• Provide analysis, reporting and insights on Nationwide’s social media channels, including recommendations to improve engagement and the customer experience.
• Work occasional evenings and weekends when business needs require coverage.

Requirements

• Experience in social media, community management, customer service, marketing, communications or a related field.
• Strong written communication skills and the ability to communicate clearly, professionally and empathetically with customers and the public.
• Experience monitoring, managing or publishing content across multiple social media platforms; experience with Sprinklr a plus.
• Comfort handling complaints, inquiries and sensitive issues with discretion and sound judgment.
• Ability to categorize and document high volumes of incoming activity accurately and consistently.
• Ability to identify trends, summarize insights and make practical recommendations to leaders and partners.
• Ability to stay calm, organized and responsive in a fast-paced environment.
• Availability to work occasional evenings and weekends, including during high-visibility events or periods of increased social activity.

Qualifications

• Undergraduate degree in marketing, communication, advertising or related field preferred.
• Typically three or more years of related experience in marketing, email, web development and strategy, advertising, media or brand management.

Skills

• Entry-level knowledge in marketing, campaign advertising, brand management concepts and practices.
• Ability to think both creatively and tactically.
• Ability to effectively lead multiple projects simultaneously, perform under pressure and pay close attention to detail.
• Strong organizational and written/verbal communication skills.
• Ability to learn on the fly and work with cross-functional teams.

Pay

The national salary range for Sr Coordinator, Digital Marketing: $62,500.00–$115,500.00. The expected starting salary range for Sr Coordinator, Digital Marketing: $62,500.00–$93,500.00.

Schedule

This hybrid position is based in Columbus, OH. Candidates will collaborate in office 2 days per week. Normal office environment with limited travel. Extended or non-standard hours may be required.