Social Media Engagement Manager
Company: Delta Defense
Location: West Bend
Posted on: October 19, 2024
Job Description:
Job Category: Contact Center
Requisition Number: MANAG001698
West Bend, WI 53095, USA
Job DetailsDescription Are you ready to take the next step in a
career you can BELIEVE in?
- Do you have a strong belief in the 2nd Amendment?
- Do you support the natural-born right to armed
self-defense?
- Do you believe in the mission of the U.S. Concealed Carry
Association (USCCA)? Delta Defense, LLC is the private company that
provides Marketing, Operations and Customer Service for the
USCCA.The USCCA helps responsible Americans avoid danger, save
lives, and keep their families safe. Learn more about the USCCA at
https://www.usconcealedcarry.com/ Position Summary:Are you ready to
transform your communication and leadership skills into a rewarding
career with a mission-driven organization? If so, consider joining
us at Delta Defense. We're seeking a Social Media Engagement
Manager to lead our Social Moderation team, actively managing
user-generated content across all social media platforms. Your role
will be crucial in fostering customer loyalty and maximizing
insights for the USCCA brand.As a Social Media Engagement Manager,
you'll oversee a team of social media moderators, driving audience
engagement and enhancing brand visibility and reputation. You'll
cultivate a positive, growth-focused team environment through
morale-boosting activities and regular interactions to ensure your
team's success. Expect to hold regular meetings to review
performance, discuss opportunities, celebrate achievements, and
provide necessary resources for your team.Additionally, you'll be
responsible for overseeing and reporting on our brand's online
reputation, ensuring the moderation team effectively responds to
reviews on various websites. Reporting to the Contact Center
Director, you'll provide analysis, direct supervision, coaching,
and development for a team of on-site, hybrid, and remote advisors.
You will also collaborate with contact center leadership and public
relations, providing marketing teams with insights for the
ideation, creation, and moderation of our online activities.If
you're passionate about building a strong online community and
leading a dedicated team, this role is for you.This position is
based at our corporate headquarters in West Bend, Wisconsin.
Preference will be given to candidates who live within a commutable
distance to our headquarters in West Bend, Wisconsin with a hybrid
approach to both remote work and in-office work 3+ days per
week.Essential Duties & Responsibilities:
- Develop and execute strategies and tactics to grow and
strengthen the online community.
- Understand our competitive and industry landscape. Remain aware
of competitors' topics, activities, and tactics.
- Manage, mentor, and lead a team of social media moderators by
providing guidance, training, and feedback to ensure the team's
effectiveness and continuous improvement.
- Oversee the moderation of comments and private messages across
all USCCA social media platforms to ensure adherence to community
and compliance guidelines.
- Collaborate to ensure content aligns with community guidelines,
brand values, and legal requirements.
- Serve as the primary point of contact between the social media
moderation team and the organization.
- Build and maintain social listening by leveraging best industry
practices.
- Own online reputation scorecard, helping the business
understand public perception.
- Oversee replies to online reviews in collaboration with the
Public Relations Director.
- Address and oversee consumer review platforms like BBB and
Trust Pilot reviews to safeguard and enhance the business's
reputation.
- Identify and address inappropriate or offensive content
promptly.
- Extract insights from online and share them via reporting for
leadership across the business to better understand what's
occurring online.
- Effectively address crises and sensitive topics/situations
across social media platforms.
- Work closely with relevant departments to address customer
concerns effectively. Skills/Abilities, Experience, and Education
Requirements:
- Possesses a thorough understanding of and passion for the 2A
community and demographics.
- Minimum of 5 years of professional experience managing or
leading people is required.
- High school diploma or GED.
- A bachelor's degree in communications, marketing, or a related
field - or equivalent experience.
- Experience in successfully building and managing a community on
social media channels to build loyalty and forge strong bonds with
the audience.
- Excellent written and verbal communication skills.
- Demonstrated understanding of online community dynamics and
social media platforms.
- Proficiency in using community management tools and analytics
platforms.
- Demonstrated success collaborating with cross-functional teams
(e.g. marketing, customer support, legal)to address issues and
align strategies.
- Strong problem-solving and critical thinking skills to handle
complex or sensitive situations that may arise in social media
interactions.
- Proven ability to handle crises and navigate sensitive topics
with professionalism and discretion.
- Customer-centric mindset with a focus on providing excellent
service and fostering a positive online community experience.
- Understanding of legal considerations related to social media,
including privacy laws, content regulations, and intellectual
property.
- Adaptability and willingness to stay informed about industry
trends and best practices.
- Required to acquire/ maintain Producer Property and Casualty
License. Paid training provided for all hires.
- Demonstrates the Core Values of Delta Defense, LLC. Why YOU
should Work at Delta Defense!
- 23 Days of Personal Time Off, 8 company holidays, plus paid day
of volunteer service annually
- Personal protection, fitness, and home office reimbursement
program ($500 annually)
- Robust insurance coverage options: Medical, Dental, Vision,
HSA, FSA, Life, STD, LTD, & Pet Insurance
- Complimentary USCCA Elite membership & store discounts
- Nationally recognized in 2023 as a Newsweek Top 100 America's
Most Loved Workplace
- Top Workplaces USA award in 2022!
- Named on Inc. 5000 "Fastest Growing Private Companies" list 13
years in a row!
- Milwaukee Journal Sentinel "Top Workplace" award 7 years in a
row!
- Milwaukee Business Journal "Best Place to Work" award 6 years
in a row!
- We are a fun, fast-paced, and rewarding place to work and
grow!Benefits information can be reviewed at:
https://www.deltadefense.com/careersAnticipated application close:
10/18/2024PM19
September 17, 2024
PId6810fc70d20-37248-35583253
Keywords: Delta Defense, Lombard , Social Media Engagement Manager, Advertising , West Bend, Illinois
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