Job description
Our client is an iconic retailer offering a wide-array of products spanning from home, entertainment, and clothing. With their high-quality products, diverse selection, and exceptional customer service, it’s never been easier to find everything you need in one convenient location. They are looking to add an Social Media Specialist to their team on contract over the next 6 months that is likely to extend and possibly become full time.
We’re looking for a Social Media Specialist, who will provide a premium and motivational experience by monitoring and responding to inbound social media messages from multiple channels and categories. This person’s goal will be to innovate and look for opportunities to inspire individual athletes to reach their personal goals and become better athletes through 1:1 social conversations. They will maintain the Nike category voice and adhere to established department policy and procedures while working to create outcomes where everybody wins for Nike and its consumers. They’ll interact with consumers, motivating them to reach their athletic goals, affirming their choice of Nike product and inspiring engagement with Digital Marketing initiatives.
WHAT YOU WILL WORK ON
As part of working with the North America Consumer Services Social Media team, you’ll handle all Global English contacts for the accounts we support over Twitter, Instagram, YouTube and our their Apps. You’ll also connect with each consumer you talk to and provide premium customer service in every interaction. Along with serving consumers, you will also provide the management team with insights gained from routine health checks of the websites and social media spaces, offering feedback related to key contact drivers, hot topics, products, athletes, website information, issues and trends. You will maintain an up-to-date understanding of the entire product line, marketing initiatives, software services, web properties and events. In addition, you'll utilize systems and other support tools to ensure accurate responses to consumer inquiries and to capitalize on potential sales opportunities.
A typical day consists of working the social cases that come into our queues. The cases coming in are from the variety of handles we support so you can expect to answer a variety of questions. You will work each case and provide the best possible service with each interaction. You will keep track and report on any trending topics that we hear from our consumers. You will also attend weekly team meetings to stay up to date on policies and processes.
WHO YOU WILL WORK WITH
You’ll be working in a team environment reporting to one of the Social Media Managers. You’ll work with our geo teams to ensure you’re in tune with global events and launches. You'll also work with Nike cross-functional teams to provide insight and feedback about their respective consumer communities.
WHAT YOU BRING
- Bachelors degree, preferably in communications or marketing or an additional 2 years of equivalent industry-related business experience in lieu of degree
- Excellent written and verbal communication skills
- Strong computer skills, including experience navigating the internet and using PC and Windows-based software (Microsoft Office)
- Ability to read, speak and understand English
- Demonstrated initiative and ability to work independently and/or in a diverse team environment
- Proven strong problem-solving skills, analytical skills and attention to detail
- Excellent team and customer service orientation
