At arenaflex, we're on a mission to revolutionize the way we connect with our audience and create unforgettable experiences. As a seasoned Sr. Manager, Social Media Customer Support, you'll be at the forefront of this journey, leading our team in crafting and implementing a comprehensive social media support strategy that delights our customers and sets us apart in the industry.
**About the Role & Team**
Our Viewer Experience (VX) team is the heartbeat of arenaflex, dedicated to delivering exceptional experiences for our customers across all touchpoints. As a key member of this team, you'll work closely with cross-functional collaborators, 3rd party partners, and senior leaders to drive business outcomes through social media support. Your expertise will be instrumental in shaping our social media support strategy, ensuring seamless execution, and fostering a culture of innovation and excellence.
**What You Will Do**
As a Sr. Manager, Social Media Customer Support, you'll be responsible for:
* Developing and operationalizing a comprehensive social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
* Leading a team of leaders and individual contributors in guiding DTC's social media support strategy and implementation across a global footprint.
* Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
* Collaborating with senior leaders cross-functionally to build towards a detailed customer experience while supporting the greater goals as they pertain to Social Media strategy for all arenaflex brands.
* Working with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with the appropriate tone and voice.
* Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
* Supporting incident management needs during high-impact scenarios, serving as the primary point of contact for executive briefings, and guiding social response in concert with Executive, PR, and Legal guidance.
**Essential Qualifications & Skills**
* BS/BA degree or relevant professional experience
* 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus
* 5+ years' experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity
* Experience with social media management platforms, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr
* Consistent track record of developing and operationalizing innovative online social programs
* High savvy related to Twitter, Facebook, Instagram, AppFollow, a plus
* Proven understanding of which metrics and tools help improve the consumer experience through social channels
* Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance
**Preferred Qualifications**
* Excellent written and verbal communication skills
* Experience with technology, entertainment, and segmenting consumer audiences
* Ability to collaborate well with cross-functional teams
* Value accountability and take ownership of projects from start to finish
* Approach challenges head-on with a positive and engaged approach
**Work Environment & Company Culture**
At arenaflex, we're committed to fostering a culture of innovation, creativity, and inclusivity. Our team is passionate about delivering exceptional experiences for our customers, and we're looking for like-minded individuals to join us on this journey. As a Sr. Manager, Social Media Customer Support, you'll have the opportunity to work with a talented team of professionals, collaborate with cross-functional teams, and contribute to the development of our social media support strategy.
**Compensation, Perks, & Benefits**
We offer a competitive compensation package, including a base salary range of $123,000.00 to $165,000.00 per year, depending on the candidate's geographic region, job-related knowledge, skills, and experience. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
**Disability Accommodation for Employment Applications**
arenaflex and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email
[email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. arenaflex fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world.
**How to Apply**
If you're passionate about delivering exceptional experiences for our customers and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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