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Social Media Content Specialist

Company: Laureate Education
Location: Columbia
Posted on: September 20, 2019

Job Description:

GENERAL SUMMARY:Reporting to the Director of Digital Marketing, the Social Community Specialist will be responsible for managing prospective students, students and alumni within our public and private social platforms. They will collaborate with an extensive cross functional team to ensure accurate and timely engagement that successfully optimizes business objectives and effectively services our customers. He or she will act as social media content manager, carrying out daily content management tasks; using research skills; leveraging insights as well as consultative salesmanship to identify new engagement opportunities. We are looking for a solution-oriented person with a "can do" attitude and an inquisitive nature, who can show initiative and can work both independently or as a part of a team.

DUTIES AND RESPONSIBILITIES:
In this role, the Social Community Specialist will support prospects throughout the funnel. He or she will build brand ambassadors and influencers leveraging the social communities, faculty, and staff and will determine the best ways to represent the communities via online channels. This individual will be responsible for ensuring that all content published to Social Media channels are fitting to the University and our audience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Drive active brand ambassadors and influencers who are advocating via published content
  • Establish SLAs for response time and ensure we meet or exceed those standards within public platforms: Facebook, Twitter, LinkedIn, Instagram, others as needed as well as within private communities
  • Ensure all social community engagements receive a timely and appropriate response with an emphasis on quality customer care, transparency and authenticity to a large, public audienceLeverage all customer touchpoints to present and drive traffic to the communitiesEstablish a process for routing negative feedback & answering questions for which we don't have standard repliesLeverage social listening tools to inform strategy and monitor trends, sharing insights with stakeholders and taking action as necessaryTECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED
    To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
    Engage and manage customers throughout their decision processEngage with customers to uncover issues, concerns, gain understanding of motivations, provide solutions, and assist in enrolling studentsLeverage community ambassadors and advocates to engage and assist prospective students and amplify the brand messageUtilize tools and social media management platforms such as Percolate, Marketo, and Saleforce to understand and manage customers
    EDUCATION and/or EXPERIENCE:BS/BA degree in Marketing, Communication, Public Relations, Journalism or related field2+ years of customer service and/or consultative sales, communications or marketingProficiency in Social Platforms such as Facebook, Twitter, and LinkedInExcellent communication, oral and written (proofreading), and organizational skillsKnowledge of social media management tools and analytics preferredAbility and desire to work both independently and collaborativelyMust have excellent project management skills and ability to manage multiple projectsMust be solution orientatedMust show initiative and have intellectual curiosity and willingness to be humble and keep learningMust be comfortable with changeEmotional intelligence will be highly valuedMust speak English at a native level

Keywords: Laureate Education, Baltimore , Social Media Content Specialist, Advertising , Columbia, Maryland

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