TruePoint Communications is seeking a community manager with an interest in gaming and esports. This position is part of a community management team for a global client. Our team actively engages in social media conversations relevant to the brand, including sponsorships of esports events. This person would actively engage in those campaigns, in addition to daily conversations related to high-value service issues, products, events, and pop culture relevant to the client.
This person must be methodical, organized, and highly self-disciplined. Attention to detail is key. You will be responsible for engaging with customers, providing excellent customer service, and following through to resolution based on a specific process and communication style via social media. You will also be accountable for flawless execution and timely, accurate responses. You will gain exceptional training, experience, and competitive pay.
This is a full-time position, with work done remotely and includes an alternative work schedule to meet the demands of social media conversations that take place outside of traditional work hours. You will be responsible for providing comprehensive counsel to clients, delivering excellent service, and taking the initiative on problem-solving that includes anticipating business needs. You will also be accountable for flawless execution and timely, accurate responses.
Primary Responsibilities
- Conduct social listening, community management and handle reactive reputation scenarios; manage a brandโs content across a variety of different social networks
- Utilize community management to shape the customer experience
- Build daily reports on themes and trends in regards to social listening, brand sentiment, and volume
- Successfully manage crisis communications, reactive client issues and create processes to ensure client account success
- Proactively identify and pursue opportunities to grow existing client accounts
- Develop and present digital media strategies, plans, content, campaigns and measurement reports
- Provide client counsel on how to achieve digital marketing goals (paid and organic)
- Successfully plan and execute digital marketing programs that generate meaningful results
- Oversee client budget, tracking, billing, and communications; proven ability to run accounts profitably
- Ensure best practices and high quality of deliverables
- Work with enterprise-publishing and listening tools
Requirements
- Background in customer experience management
- Possess excellent social listening skills
- Experience utilizing customer experience platforms, like Sprinklr
- Ability to identify trends, themes, and escalations
- Ability to manage crisis communications in relation to the client's brand
- Experience managing paid digital marketing campaigns and email marketing
- Ability to execute campaigns on digital media platforms
- Strategic thinking; ability to generate new ideas to support client and agency needs and objectives
- Possess excellent writing skills for marketing content creation
- Proven ability to grow accounts
- Exceptional attention to detail; excellent writing, design, and presentation skills
- Organization and project management skills; ability to manage responsibilities and work quickly
Operational Leadership
- Effectively maintain a monthly expense report and reconciliation
- Understand and facilitate purchase order process; initiate and track vendor billing accurately
- Track/enter time with precision on a day-to-day basis
- Participate in new business development with research and drafting plans
Qualifications
- Bachelor's Degree
- Minimum 4 years of professional experience with social media community management and/or social listening for a major brand
- Customer experience management experience
- Professional digital media experience
- Experience and interest in esports platforms, such as Twitch
- Familiarity with Reddit and TikTok preferred
- Bilingual English/Spanish is a plus
- Experience with WebEx and Microsoft Teams is a plus