Social Media Manager

US-PA-Warrendale
Job ID
2017-28817
Category
Marketing

Overview

As rue21’s Social Media Manager you will work closely with the content, product, legal, and other teams to build and deploy social media campaigns that help rue21 engage with new and existing customers and exceed business objectives. This role has real experience in hands-on execution of content and engagement in the social media space for leading omni-channel retailer.  The Community Manager will communicate from the company’s brand tone and voice, curate content and perspectives to help foster dialogue and quickly resolve issues. This role will track social metrics and regularly report on progress made against goals. The Community Manager role is an instrumental part of our overall customer engagement and retention, reputation management and brand protection strategies.

Responsibilities

  • Lead, mentor and manage a team of 2 Social Media Coordinators
  • Monitor activity on the company's branded social media platforms (e.g., Facebook, Instagram, Twitter, YouTube, Pinterest, Blog, etc.)
  • Responsible for developing and executing brand organic and paid social content strategies in support of seasonal and strategic department priorities
  • Use appropriate judgement to respond to all forms of social media conversation in a timely, informative and appropriate way using correct "voice" that makes each customer feel valued and acknowledged
  • Own and manage Social Media Action Plan, train team to take appropriate course of action (e.g., respond, re-direct, escalate, etc.)
  • Research and address issues concerns or opportunities before escalating to the Director of Brand and/or appropriate functional area, according to existing policies
  • Own and manage development of the social media content calendar, maintaining proactive posting schedule
  • Find and curate content from internal and external sources and share across appropriate social media channels
  • Update content in a timely manner to facilitate customer engagement
  • Ensure community guidelines are followed. Inappropriate or disruptive content is "hidden" and/or removed from the site, following established protocol, to maintain the integrity of the page
  • Identify and create programs and promotions targeting community growth and engagement
  • Works with Analytics teams to monitors and assesses performance of social content against defined goals/KPIs, reporting results and recommended actions to key stakeholders
  • Partner closely with Digital Marketing team to incorporate SEO best practices across social platforms
  • Tabulate and record metrics for measurement and reporting dashboards (e.g., number of comments, shares, post-level "Likes”, “follows”, views, subscriptions, sentiment, etc.)

Qualifications

  • Bachelor’s Degree or equivalent, preferably in Marketing, Advertising, Public Relations (or related field)
  • 4+ years of professional level social media experience
  • Demonstrated experience growing social media channels and enhancing campaigns for a consumer brand
  • Experience using social media management tools; Proficient and up to date knowledge of key social media platforms
  • Strong and practical knowledge of analytics and social listening solutions. Well versed in using these to drive real business insight, improvements and KPIs
  • Active learner and forward thinker who excels at identifying evolving media trends and understanding rue21’s role in the future
  • Naturally compelled to provide excellent customer service
  • Is a flexible individual, creative thinker and problem solver, accustomed to working in teams
  • Must be resourceful, detailed, adaptable, creative, and results oriented with high energy
  • Proven ability to establish rapport, credibility and influence, and drive results throughout a highly matrixed organization
  • Ability and desire to work at both the strategic and tactical levels
  • Ability to work in a high-pressure, fast-paced environment
  • Strong initiative, commitment, and a positive attitude is desired
  • Must be able to support, understand, and enhance the creative process
  • Excellent understanding of retail customer experience
  • Proven innovative thinker
  • Anticipates, manages, and adapts to change
  • Savvy, connected and willing to commit
  • Ability to work independently/autonomously or in a team-environment is essential
  • Strong English language skills and copy-writing experience; Exceptional listening, oral, written and presentation skills
  • Proficient in Microsoft Office Suite and Web Analytics tools (Google Analytics preferred)

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