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Social Media Community Manager

4 months ago

Chicago, United States Abbott Laboratories Full time

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. Youâll also have access to:

  • Career development with an international company where you can grow the career you dream of .
  • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
  • An excellent retirement savings plan with high employer contribution
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelorâs degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Willis Tower or Abbott Park, IL location in the PA Public Affairs division.   

The Community Management Specialist provides day-to-day management of Abbottâs Corporate social media channels, email CRM platform and Abbott.com chatbot. This involves monitoring and listening to conversations across the social media landscape, responding to comments, questions and concerns on all Corporate owned social and digital channels, and proactively engaging and establishing relationships with community members on existing and new channels. The Community Management Specialist will work cross-functionally with Abbottâs businesses and corporate teams to triage issues presented by consumers on social media, email and web platforms. They will ensure comments and questions are responded to quickly, accurately and in the right brand voice. Additionally, this person will be responsible for identifying and socializing emerging themes/topics and establishing community culture and tone.

The Community Management Specialist must be a strong writer â able to quickly turn around responses to comments and questions â with excellent verbal and written communications skills. They should have a passion for social media and customer service as they will help to foster dialog and communicate on behalf of Abbottâs brand. They will have strong creative writing skills, superior judgment, detail-oriented, organized, and capable of handling multiple projects at once.

This role is part of the Content team, a group within Abbottâs global marketing and external affairs team. The ideal candidate is one with a high proficiency in digital and social media, and customer service. Prior experience in public relations, marketing communications, and/or social media management preferred.

What Youâll Work On

  • Manage the daily monitoring of Corporate social media channels (LinkedIn, Twitter, Facebook, Instagram, YouTube, TikTok, etc.), email CRM and website chatbot
  • Oversee day-to-day community management on social â foster dialog, answer questions or comments, escalate and resolve issues, and advise on potential opportunities, ensuring brand compliance, quality assurance and timely response as needed
  • Pull and analyze comments and performance data from native and third-party social media platforms for reporting
  • Partner with external monitoring and community management vendor on operations â configuring and optimizing workflow, managing user administration, providing internal training and expertise on tool use, and driving continual efficiencies and improvements
  • Interface with various business and corporate constituencies, including corporate marketing, media relations, citizenship, HR, regulatory, and product/brand managers
  • Execute and evolve Abbottâs consumer response and social media crisis communications plans as needed
  • Monitor online presence, report âchatterâ and consumer insights, and communicate platform activity with internal team members for content development opportunities
  • Stay on top of trends and identify user-generated and media stories the community would find interesting

Required Qualifications

  • Bachelorâs degree in Marketing, Communications, Digital or Public Relations
  • 2-5 years of experience
  • Excellent writing skills, with an eye for proofreading and grammar
  • Passionate about social media and consumer engagement/advocacy
  • Ability to respond quickly with quality assurance always top-of-mind
  • Bi-Monthly weekend monitoring

Preferred Qualifications

  • Experience using Sprinklr or another customer experience management platform

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.



The base pay for this position is $57,300.00 â $114,700.00. In specific locations, the pay range may vary from the range posted.