Job Description
Overview
Reporting to the Associate Head of Brand Creative and Content, the Community Manager – SurePayroll, serves as the liaison between SureParyoll, existing customers, prospects, and current and future employees across a variety of channels and platforms, including social media, review aggregators, community forums, and the Better Business Bureau. The position is responsible for growing connections to build and sustain a vibrant social media presence, forward sales leads, and address customer escalations in a timely manner. This position requires a mix of exceptional written communication skills, tech-savvy, social media expertise, outstanding customer service skills and experience moderating online and offline conversations. This is ideal position If you enjoy creating, curating, and managing meaningful engagements with customers and prospects, and recognize the importance of favorably positioning brand voice across a variety of channels and platforms. The position reports to the Associate Head of Brand. Local and remote candidates will be considered.
Responsibilities
** This position can sit remote.
- Implement the SurePayroll social media strategy to increase favorable engagement across all platforms. Shape tactical social media strategies to optimize creative engagement. Offer suggestions for multi-media content for social media accounts. Organize and moderate online events to build community and boost brand awareness.
- Establish social and community KPIs; monitor and prepare social media performance reports.
- Monitor and address favorable and unfavorable comments on all customer-facing channels, including but not limited to: company social media platforms, review sites, and the company Better Business Bureau/Glassdoor pages, responding to all comments and customer queries in a timely manner.
- Surveil, process, and address customer escalations posted on customer-facing channels; intake and route customer concerns; resolve simple customer concerns.
- Research and optimize best practices for community and social media management.
- Coordinate with Marketing, PR, and Communications teams to ensure brand consistency.