357393 - Social Care Specialist
The Social Listening Specialist is responsible for driving and executing the social listening and monitoring program across the client's program to generate actionable insights, help safeguard the reputation of our company and our clients, and better facilitate social customer care.
Manages the centralized social listening program for the client's enterprise.
Regularly configures and optimizes social listening topics and queries to pull in and route relevant results from social sources.
Develops listening strategy for queries and topics, determining the feasibility and priority of listening needs from across the business.
Conducts discoveries and audits as needed. (40%)
Actively monitors the broad social web for topics related to the client's brand, key clients, products and/or services.
Ensures relevant posts and messages are tagged and escalated to cross-functional response teams within established SLAs.
Solicits additional info as needed to properly route messages, and follows up on resolution. (30%)
Partners with Social Business Analyst to maintain data integrity, conduct quality checks, establish tagging criteria, and create an appropriate cadence of reporting templates, rules and event triggers. (15%)
Drive effort to conduct social listening assessments in key international markets. (10%)
Manages tools and/or vendors related to social listening and monitoring. (5%)
Bachelor’s degree, preferably in Marketing, Communications, New Media, Business or related field
6+ years professional experience in a marketing, digital or social media capacity
3+ years hands-on experience developing and/or managing social listening and monitoring programs for large consumer brands or Fortune 500 companies in an agency, corporate or consulting capacity
Experience with social customer care, triage or response preferred
Experience with Sprinklr and Sprinklr’s listening module preferred
Advanced social listening training or certification preferred (i.e. Sprinklr Certified Listening Administrator)
Global experience or bilingual skills a plus
Practitioner of enterprise social media management tools for social monitoring and listening (i.e. Sysomos, Radian6, Crimson Hexagon, Sprinklr listening module, etc); direct experience building listening topics and parameters
Deep understanding of social platforms, trends and technology
Strong analytical skills; ability to spot trends and patterns; synthesize and translate unstructured data into timely, actionable insights and reports
Excellent communication skills with strong attention to detail; a natural story teller that can convey ideas both meticulously and aesthetically