Associate Social Community Manager

Description

Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It's satisfying to work for - and be an owner in - a Fortune 100 company that is widely recognized as a leader in the supermarket industry.

Within our Customer Care and Social Media (CCSM) department, the Associate Social Community Manager leads online customer engagement, response strategies, and crisis topic management to ensure customers have the best experience in our social communities and to protect the Publix brand.

In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.

What you'll do

• develop and lead social media response and engagement strategies and execution on public platforms including, but not limited to, Facebook, Twitter, Instagram, YouTube, iOS (Apple) and Google Play (Android) apps and review sites
• develop and lead proactive social and online monitoring and crisis management activities
• manage social and online communities and create opportunities to increase brand affinity and loyalty

Additional Information

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.

Work schedule:

40 hours per week, with willingness to work nights and weekends based on business needs. Standard schedule is below.

Saturday: Working remotely every 2-3 Saturdays, managing social media interactions and guiding associates throughout the day 8:00AM - 8:00PM

Sunday: Off

Monday: Off

Tuesday: 8 hours between 8:00AM - 5:00PM

Wednesday: Working remotely until 8:00PM

Thursday: 8 hours between 8:00AM - 5:00PM

Friday: 8 hours between 8:00AM - 5:00PM

For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence

Required Qualifications

• Bachelor's degree in Business, Marketing, New Media, Journalism, or equivalent experience
• at least five years of customer service-oriented roles; and at least five years of professional communications experience; and at least three years of professional experience in managing communities on social media platforms, including Facebook, Twitter, and Instagram; and at least two years of experience in social media data analysis and trends identification
• knowledge and understanding of social media platforms, including use cases for customers and for brands
• knowledge and understanding of social media analysis and trends identification
• knowledge and understanding of social media engagement and listening technology
• knowledge of Publix history, culture, and branding
• ability to create an environment in which a positive and professional service orientation is evident
• ability to motivate and guide others to work hard by building a sense of teamwork and commitment
• proficient in written communications
• basic skills with Microsoft PowerPoint
• intermediate skills with Microsoft Word and Excel
• willingness to work extended hours including evenings, weekends, and holidays
• willingness to be on call 24/7 as business need require

Preferred Qualifications

• Master's degree in Business, Marketing, New Media, Journalism, or related discipline
• seven or more years of customer service-oriented roles; and seven or more years of professional communications experience; and five or more years of professional experience in managing communities on social media platforms, including Facebook, Twitter, and Instagram; and five or more years of experience in social media data analysis and trends identification
• knowledge in best practices for customer communication and response protocols, established in the department
• intermediate skills with Microsoft PowerPoint
• advanced skills with Microsoft Word and Excel
• experience with social media aggregating and listening tool(s) such as Sprinklr
• experience with social media engagement and publishing tools
• knowledge of CCSM case management system
• bilingual including written communication (Spanish and English)