Social Media Community Partner

Description

Citizens Bank is looking for an enthusiastic Social Media Community Manager to join our Social Media Center of Excellence team.

In this role you will be responsible for the day-to-day to management, timely execution of content, customer care and engagement across all Citizens social media platforms. The Social Media Community Manager will also manage and maintain editorial calendars, provide reporting, and leverage paid tactics for execution. This role will work alongside other community managers, social media strategists and partners across the organization to achieve goals.

The ideal candidate will be someone who has previous hands-on experience as a community manager for a brand(s) with a strong digital presence and who has a passion for driving engagement, building brand relationships, delivering social customer care, being creative and developing content. You’ll have a knack for injecting Citizens into online conversations with relevant, real-time content, hyper-local content, events coverage and more. You understand the current social media ecosystem and are excited to help drive digital transformation as part of a large, growing brand. You have learning and best practices in your arsenal, but you aren’t afraid to innovate and test and learn. Attention to detail and quality assurance is key, as you can look beyond what is and imagine what could be. 

Your day-to-day might include some of the following tasks:

• Manage Citizens social media channels across the enterprise including business specific accounts, establish positive interaction with various audiences and ultimately be the voice of the brand, building and sustaining engaged communities while building brand reputation.
• Spend ample time nurturing a content calendar and then creating, curating, and sourcing content deliverables including third party content, engaging copy, photos, video, etc.
• Use social listening to look for those brand-building moments to engage customers and take an out-of-the-box approach to create authentic moments.
• Collaborate with social media strategists and partners across marketing, communications, and business lines on sourced content for timely distribution.
• Employ problem-solving and analytical thinking capabilities as part of the customer care response management process.
• Leverage analytics to gain customer and channel insights and optimize social media program tactics.
• Run real-time social media reports as requested.
• Build audiences and run paid campaigns to amplify content reach in our social media management tool.
• Attend events as needed and provide social coverage, sometimes during evenings or weekends.

Required Skills/Experience:

• 2-4 years of professional experience.
• Minimum of 2-3 years of experience in a social media role as a community manager or digital customer service manager for a major brand with direct involvement in both social responses and social content creation.
• Knowledge and experience using social media management systems like Sprinklr, Spredfast, Sprout or HootSuite.
• Social media enthusiast and independent user of multiple social platforms (Facebook, TikTok, Twitter, Instagram/Instagram Stories, Pinterest, LinkedIn, YouTube, etc.).
• Working knowledge of integrated digital marketing, including the role of social in the broader digital ecosystem.
• High attention to detail, especially with regards to grammar, voice and tone.
• Ability to read various nuanced conversations and provide appropriate, empathetic responses.
• Flexible, hands-on attitude.
• Self-starter, with the ability to think on feet and show excellent judgment. 
• Skilled ability to prioritize, especially during times of high-volume regarding community comments.
• Ability to provide social media training and guidance to a broad range of social media practitioners and marketing generalists.
• Asset and creative development experience with tools like Canva, Photoshop, or InDesign is a plus.
• Passion writing, photography, technology and emerging platforms is a plus but not required.
• Experience in both B2B and B2C financial services is a plus but not required. 

Education:

•  Bachelor’s degree in Communications, Marketing, or related field

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.