Social Community Engagement Lead

1 day ago

Los Angeles, California, United States Viking Full time
About the Role

We are seeking a highly skilled Social Community Engagement Lead to join our team at Viking, a leading provider of destination-focused voyages. As a key member of our Social Communities team, you will be responsible for protecting and building positive brand perception on social media and other digital channels.

Key Responsibilities
  • Maintain day-to-day social listening and community engagement operations to ensure quality outputs and team efficiency
  • Alert cross-functional partners of emerging and ongoing issues, providing status updates and insights
  • Partner with Manager to identify, develop and implement process improvements and community building strategies in owned and partner-led channels
  • Lead the process for sourcing and organizing user-generated content across cross-functional teams
  • Leverage social tools to monitor and analyze conversations and create recurring and ad hoc reports that surface actionable insights within the organization
  • Manage and own the performance and development of direct reports in the execution of key responsibilities according to objectives, priorities, and deadlines
  • Identify innovative ways for team to contribute to business outcomes, presents proposals to Manager, actively pushes for improvement, and monitors progress towards the team's growth of impact
  • Partners with Manager to manage library of template responses, library of topic tags/labels, and inbound categorization/prioritization within tools (Khoros and Talkwalker)
Requirements
  • 3+ years managing and moderating social communities to safeguard brand reputation, manage crises, surface social intelligence insights, provide customer care across channels such as Facebook, YouTube, Instagram, X, LinkedIn, and Threads
  • 1+ years managing and developing direct reports
  • Deep knowledge of social platform features, algorithms, and best practices for engagement for organic social media strategy
  • Experience managing internal communications during crisis events
  • Experience using social media management tools for social listening, community care and insights (Khoros, Talkwalker preferred)
  • Experience speaking on behalf of brands in response to social audience engagements
  • Strong time management, organizational, and prioritization skills
  • Ability to manage multiple projects simultaneously and pivot when needed
  • Excellent verbal, written, and communication skills
  • Writing and copyediting skills for consumer engagement communications
  • Excellent technical writing and copyediting skills for internal communications with leadership and brand-appropriate consumer engagement
  • Skilled at translating social engagement trends to brand-appropriate community building opportunities
Preferred Qualifications
  • Proactive and resourceful self-starter who can leverage all available resources to consistently improve efficiency
  • Identifies and understands problems, thinks critically and creatively to develop solutions, and implements them
  • Can pivot individual and team priorities quickly while remaining calm under pressure
  • Can work effectively through ambiguity and adversity to help build a positive and optimistic working environment
What We Offer
  • Highly competitive compensation plan
  • Salary range $80,000-$95,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations
  • Employees are eligible for annual discretionary bonus
  • 401(k) plan with company match
  • Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking)
  • Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year
  • Opportunity to take a free and/or discounted cruise
  • Highly subsidized gym membership
  • Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name

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