Social Media Community Manager - Global Team Lead

As the Global Lead for Community Management for Gen, you will be a part of the nimble and evolving global social media and content marketing team and responsible for leading our Community Management strategy and execution supporting six leading cyber security brands with the shared goal of building our brands stronger through meaningful connections on external social media platforms. You will work with a combination of agency partners and an in-house team to cover the key markets and be responsible for driving our global strategy for community engagement and social care across our social channels for all brands - including but not limited to Facebook, Instagram, Twitter, TikTok, YouTube, LinkedIn, etc. 

You know social never sleeps and you’re constantly taking the pulse of our community and helping our team adapt to the conversation, see the needs and drive overall health of the conversation and sentiment. You understand multi-brand, multi-region and how our social content, our products and marketing contribute to the conversations happening online and on social. The community management team brings each brands social voice to life and helping us find creative ways to interact as well as monitoring the day-to-day conversation on social media, active listening across the web, building dashboards, using data to create reports and feeding that back into the social media and content managers in real-time to help inform our content creation and marketing plans. You will lead these efforts with your team and our agency partner.

This role reports to the Head of Global Social & Content Marketing and sits within our Global Social Media and Content Marketing team in our Consumer Marketing department. It will work closely with our Customer Service organization, our regional partners, other internal departments and our external agency partners.

Key Responsibilities: 

• Develop, lead and execute our global strategy for our social media community management around the world - aiming to grow our audience, engagement, connections, sentiment and brand reputation across multiple social media platforms.
• Proactively generate strategic plans for community-based initiatives to support brand programs/campaigns including, but not limited the areas of engagement, social listening, customer care, opportunistic content, trending news/events, surprise and delight moments as well as influencer engagement.
• Lead, train and manage a combination of agency partners and in-house team of community managers - responsible for the day-to-day operations of first level social care, community engagement, community building and crisis management (as needed). Will also manage team members professional development and growth through goal-setting, setting clear expectations and standards, rewarding/recognizing consistently as earned and ongoing feedback/coaching as needed
• Build out social listening and monitoring capabilities with our software and provide dashboards and reporting weekly, monthly, quarterly and ad hoc as needed. Providing that pulse to the community and social landscape. Maintain and keep an organized labeling system on content to easily be able to pull and gather data on posts. 
• Develop copy and communications that will lead to optimal community engagement and impact in regular interactions as well as develop and write FAQs to be used for response.
• Collaborate and partner with the brand Social Media and Content Marketing Managers to understand the holistic strategy, bringing it to life in creative and innovative ways within our social channels (Facebook, Instagram, LinkedIn, Twitter, etc. ).
• Manage and maintain a solid relationship with our social media software partner (Khoros) - attend weekly meetings, offer feedback on tool performance, troubleshoot back-end issues 
• Maintain and update, as needed, social media community playbooks, engagement standards and processes.
• Ensure the efficiency and effectiveness of the engagement team, inclusive of workflows/processes, standards of response time, crisis escalation, and ability to execute brand guidelines and standards on all Gen brands. 
• Build and nurture strong relationships with the Customer Service teams, developing strong processes and hand offs to ensure seamless and best-in-class social support with the community
• Work closely with partner marketing teams to strategize and manage responses customer review sites – like Bizarrevoice, Amazon, etc.
• Participates in Community Engagement when needed, potentially filling shifts from time to time on nights/weekends/holidays (determined in advance).
• Lead for community during crisis management – requires listening, participating with response and monitoring
  
  
  

Required Skills and Abilities: 

• 5+ years experience in social media, community building or other global social roles.
• At least two years of people management experience or leading a team.
• BA degree in Communications, Marketing, Social Media or other related discipline preferred
• Role requires night and weekend accessibility as needed - may require some night or weekend hours - as needed - based on community needs/monitoring.
• Must have strong knowledge of social media platforms, including how the general public uses each and the visual languages and tones for each - and how this impacts communities.
• Demonstrated curiosity to monitor community engagement techniques/best-practices, and stay up-to-date of growing platforms and software changes/enhancements
• Strong communication and decision-making skills. 
• Ability to be a creative, nimble and entertaining writer, able to convey information in a clear, concise, friendly and inspiring way.
• Strong understanding of social analytics and listening platforms. Experience with suite of social media tools is a plus.
• Highly energetic and prone to taking initiative.
• Quick learner, logical thinker and team player.
  
  
  

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

Gen complies with all anti-discrimination laws.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.