Job Description:

The Social Media and Reputation Manager provides a community management strategy and safeguards Beztak’s online brand presence. The position stays up to date with emerging social media trends and designing campaigns for higher social media engagement.

While this position is based at the corporate office located in Farmington Hills, MI, remote work is available for non-local candidates.

Essential Functions 

·        Builds, maintains, protects, and promotes Beztak’s online presence.

·        Stays up to date with emerging social media trends to incorporate and designs creative and innovative ideas to drive higher engagement on social media.

·        Develops and owns a process for the ongoing audit and management of any organic online content creating an impression (positive or negative) of the Beztak brand.

·        Monitors and responds to (in partnership with 3rd party services) online review and social comments across platforms.

·        Develops an understanding of the brand’s tone, and voice when communicating across platforms to ensure consistency and continuity.

·        Investigates and resolves basic customer service inquiries while partnering with individual property managers and / or escalation teams to resolve more complex issues.

·        Develops and maintains a strategy for the collection and use of customer review content to improve organic search results.

·        Develops and manages regular reporting inclusive of review/comment volume, sentiment, key themes, speed to resolution, and overall online reputation health.

·        Regularly reviews and updates response guidelines for internal and external teams.

·        Engages content curation to relate to different types of audiences.

·        Uses 3rd party content curation tools, RSS feeds, to identify trending and relevant articles to maintain a steady pipeline of content to share to Beztak’s property social pages.

·        Ensures content meets standards and voice of brands being managed.

·        Provides reporting and analytics on social media performance.

Personal Qualities

·        Customer Service Orientation – extends to both internal and external customers.

·        Ability to identify potential brand risks (from online chatter) with solid judgment and knowledge on when to escalate to the manager, legal, and/or outside PR partners.

·        Ability to manage multiple tasks at once, organize and prioritize a significant workload, and move quickly to demonstrate progress.

·        Exceptional writing and communication skills.

·        Impeccable attention to detail and quality assurance.

·        Thoughtful and curious team member with excellent problem-solving skills and continual desire to do more, better.

 Qualifications and Education

·        Bachelor’s degree required, marketing or advertising preferred

·        3-5 years of experience managing social media and online reputation for a brand.

·        Strong knowledge of social media and review site platforms.

·        Knowledgeable in organic search engine optimization.

·        Experience creating online reputation reporting that is detailed and actionable.

·        Experience using Hootsuite to manage social media platforms

·        Hootsuite/Podium Social Marketing Certification, a plus

·        Experience in a customer service role, a plus.

Work Environment

This position typically operates indoors in an air-conditioned office, with a mixture of natural, incandescent and fluorescent light. This position may also operate remotely for non-local employees.

 Expected Work Schedule

Monday-Friday: 8am-5pm (subject to change)

 Reasonable Accomodation Statement

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the position

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