Specialist, Social Strategy & Community Management

Tiffany & Co.
New York, New York, United States
13 May 2022
02 Jun 2022
Full Time
Key Responsibilities:

Community Management
  • Daily social monitoring across all owned channels (IG/FB/TW/LINKEDIN/PINTEREST/YT), including responsive messaging and customer service, flagging and escalating necessary sensitive issues and user comments to Corporate Coms team
  • Manually responding to price inquiries on social via direct messages with corresponding tagged link to PDP and URL constructor
  • Work with vendor for translation services for social: daily contact and point of approval for DataWords and non-sales service inquiries on approving customer responses
  • On IG, manually tag products, update link in bio
  • Route grid layouts across key teams for approval and upload asset + copy onto test account to QA experience
  • Coordinate and schedule on all other social channels for streamlined postings via Khoros
  • Regional Posts/Requests: Approve and schedule geo-targeted content from regions with owned Facebook accounts
  • Work with social listening agency to provide monthly creatives to be reported on based off campaigns ran and corresponding benchmarks.
    • Tagging within the platform these creatives
    • Familiarizing with platform functionalities
  • YouTube : Manage channel activity by uploading all videos, SRT files for regional translations in German, English, English (UK), English (Canada), Italian, Spanish (Mexico), Spanish (Spain), French, Korean, Japanese, Portuguese, and sharing final links to key parties (GSM, GCD, Coty, Paid Media)
  • Work with Khoros to update playbook and all social responses within platform for better user experience and briefed Sales Service team in NJ of changes made
  • Live coverage and posting during tentpole events such as product drops, award season celebrity dressings - routing for approvals and posting in a timely manner

Social Strategy
  • Analyzing and reporting social media performance for key campaigns and ad-hoc requests for brand marketing
  • Utilizing the reporting platforms (ListenFirst, Khoros) to track engagement across posts and flag any outliers to wider group
  • POC for incoming briefs, submitting channel requests/needs for 360 initiatives
  • Reviewing agency reports and providing insights, feedback and any KPI updates from brand priorities
  • Ensuring social calendar is up to date and denoting key marketing dates (collabs, collection drop, etc.) working in close partnership with creative and production team
  • Collate any regional requests and/or approvals to discuss with key stakeholders
  • Lead bi-weekly alignment meetings with Merch/E-Comm for SKU #'s, CTA linking strategy, and any outstanding callouts on product selections
  • Lead calls with regions to review social reporting and provide learnings from global

Regional Requests ( N.A, CN, APAC, EMEA, LATAM)
  • Point of contact for all regions for social brief/requests (paid translations, activations, events, event recaps, special holidays, etc.)
  • Routing requests to the appropriate teams for proper delivery of material through WRIKE (Proj Mgmt Tool). Process outlined below:
  • Brief social team on the request
  • Copy review (to write, or to revise)
  • Asset review/selection
  • Send to retouching
  • Crop asset for social channels (done by me when necessary)
  • Put into layout (done by me when necessary)
  • Deliver to region
  • Distributing finalized organic assets + copy to all regions every Friday for them to repurpose
  • Partner with paid media and creative team to create Employee Social Toolkits during key campaigns for SP's and international stores to distribute.

Cross-Functional Teams
  • Creative
  • Production
  • Sales Service/Clienteling
  • Brand Mgmt
  • Merchandising
  • E-commerce
  • Designer: Peretti/Picasso Team
  • Corporate Comms/Sustainability

Basic Qualifications:
  • 3-5 years work experience in social media community management and reporting. Luxury and global brand experience a plus.
  • Demonstrated understanding and experience working with social media tools for monitoring, publishing, reporting, and social listening (i.e. FB Business Mgr, Twitter Analytics, social listening agencies)
  • In touch with latest cultural & social trends and emerging platforms
  • Experience in monitoring and responding to user comments/inquiries across multiple channels in a timely fashion, adhering to brand voice and guidelines
  • Experienced in measuring and reporting social media data into insights, developing presentations to showcase learnings and key recommendations/findings
  • Familiarity with competitive analysis and industry KPIs/benchmarking performance
  • Understanding of technical verbiage (file types, sizes, formats) pertaining to assets and working with stakeholders to communicate content needs for creative production
  • Excellent writing and verbal communication skills
  • Strong relationship building skills, collaborative; can build rapport and credibility

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