Senior Social Media Specialist

Résumé du poste

The Community Manager will monitor brand reputation across social media and review platforms while responding to customer inquiries and feedback. They will collaborate with internal departments to resolve complex issues and provide monthly performance reporting on sentiment and engagement.

Détails du poste

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you! Job Description Location: Mississauga ON Compensation: The annual salary ranges from $78,000 to $90,000.00 BENEFITS * Health Insurance (includes Virtual Health, and HCSA) * Dental Insurance * Vision Insurance * Life Insurance * Long-term Disability * Short-term Disability * RRSP Match * Paid Vacation * Floating Days * Employee Assistance Program * Employee Engagement Events * Awards and Recognition * Tuition reimbursement * Service Awards * Employee Perks & Discounts ROLE SUMMARY The HSS Senior Social Media Specialist supports the development and execution of organic social media and community management across multiple HSS brands. This role has the combined responsibility of creating engaging social content, monitoring audience conversations and trends, and helping protect and strengthen brand reputation across social media, review platforms and online communities. Initially, this role will work closely with the Social Media Manager and Community Manager across both functions, with an increased focus on Community Management during the Community Manager's upcoming six-month leave. During this period, the Senior Social Media Specialist will serve as the primary day-to-day Community Management resource. Following the leave period, the role will transition to primarily supporting Organic Social while continuing to provide Community Management support and cross-functional coverage. The successful candidate will be a strong writer, critical thinker and creative problem solver who combines social media expertise with sound judgment and the ability to navigate complex customer situations professionally. This role reports to the Social Media Manager and will also work closely with the Shared Media Leader on Community Management priorities and escalations during the Community Manager's leave. WHEN YOU JOIN US YOU WILL BE * Supporting the planning, development and execution of organic social media content across multiple HSS brands, including brainstorming content ideas and writing and editing social copy. * Staying current on social media trends, platform changes and competitor activity to identify relevant content opportunities. * Supporting social media analytics and reporting to evaluate performance and identify opportunities for optimization. * Monitoring brand mentions, conversations, reviews and user-generated content across social media, review platforms, forums and other digital properties. * Responding to comments, direct messages, reviews and customer inquiries in a timely, accurate and professional manner. * Identifying potential reputation risks, customer service issues and emerging trends and exercising sound judgment in determining when and how to escalate them. * Investigating customer complaints and sensitive situations by partnering with Customer Service, Sales, HR, Legal, Operations and other internal stakeholders to develop appropriate responses and resolutions. * Monitoring brand sentiment and audience feedback to identify recurring themes, content opportunities and areas of concern. * Supporting Community Management reporting, response guidelines, escalation processes and best practices across multiple HSS brands. * Utilizing social media management, social listening and reputation management tools such as Hootsuite, Meltwater or similar platforms. * Supporting crisis communications and reputation management initiatives when required. * Providing occasional support for other Shared Media initiatives as business needs arise. OUR IDEAL CANDIDATE * Exceptional written communication skills with strong attention to tone, spelling, grammar and brand voice. * Strong critical thinking, problem-solving and decision-making skills, particularly in difficult, sensitive or ambiguous situations. * Strong understanding of social media platforms, trends, audience behaviors and best practices. * Experience using social media management, social listening and/or reputation management platforms. * Highly organized, detail-oriented and able to manage multiple brands, channels and priorities simultaneously. * Comfortable working independently and cross-functionally with stakeholders at varying levels of the organization. * Basic graphic design and/or social content creation skills are considered an asset. EDUCATION & EXPERIENCE * Bachelor's degree in Marketing, Communications, Public Relations, Business, Journalism, or a related field. * 2-3+ years of experience in Community Management, with hands-on responsibility for managing customer interactions and brand reputation across social and digital channels. * Experience creating and supporting organic social media content across major social platforms. * Experience managing multiple brands or business units simultaneously is considered an asset. * Experience working in a B2B, manufacturing, industrial, or agency environment is considered an asset. WORK AUTHORIZATIONS AND TRAVEL * Up to 10% travel between Canada and the United States. Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity. Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Ce que vous ferez

The Community Manager will monitor brand reputation across social media and review platforms while responding to customer inquiries and feedback. They will collaborate with internal departments to resolve complex issues and provide monthly performance reporting on sentiment and engagement.

Exigences

The ideal candidate holds a bachelor's degree and has 3-5 years of experience in community management, social media, or customer service. Strong written communication skills and proficiency with social listening tools like Hootsuite or Sprout Social are required.

Avantages

• Health care • Competitive compensation

Compétences indiquées

• Service à la clientèle · Souhaitée
• written communication · Souhaitée
• Résolution de problèmes · Souhaitée
• Critical Thinking · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Community management
• Social media management
• Reputation management
• Customer engagement
• Social listening
• Crisis communications
• Critical thinking
• Problem solving
• Written communication
• Stakeholder management
• Data reporting
• Brand management
• Customer service
• Sentiment analysis
• Sprout Social
• Hootsuite (Social Media Management Software)
• Facebook
• Google Business Profile
• Professionalism
• Social Listening
• Solution-Oriented
• Information Gathering
• Planning
• Social Media Management
• Business To Business
• Management
• Business Journalism
• Decision Making
• Customer Service
• Communication
• Community Management
• Public Relations
• Customer Engagement
• Crisis Communications
• Critical Thinking
• Customer Communications Management
• Sales
• Grammar
• Leadership
• Marketing
• Problem Solving
• Marketing Communications
• Reputation Management
• Operations
• Roofing
• Roofing Materials
• Social Media
• Writing
• Coordinating
• Balancing (Ledger/Billing)

Domaines d’emploi

• Marketing
• Customer Service & Support
• Manufacturing
• Management & Leadership
• Community Manager
• Residential Community Manager
• Real Estate Agents and Property Managers
• Property, Real Estate, and Community Association Managers