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Manager Customer Engagement - Social Media
Spectrum
Stamford, CT, United States
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JOB SUMMARY
The Manager Customer Engagement, Social Media is responsible for the planning, execution and performance analysis of digital marketing programs targeted to existing customers across social media, banner, e-mail and other tactics. You will be responsible for social media content planning and execution across Facebook, Twitter and Instagram platforms.
In this role you will collaborate with Product Management and Interactive Care to implement customer engagement campaigns through digital tactics that will optimize customer experience and build awareness and usage of ancillary products and features such as Video On Demand, Spectrum TV App, WiFi and Premium Packages.
MAJOR DUTIES AND RESPONSIBILITIES
• Manage social media agency, daily content calendar and all customer-facing social media platforms for Residential, Multicultural and SMB – including Facebook, Instagram and Twitter.
• Coordinate internal content approvals with affiliates, partners, and internal teams.
• Oversee Social and Digital customer journey, including pixel implementation, SDK tracking and audience management.
• Work across internal teams to plan and execute customer engagement campaigns through digital tactics; develop tracking, optimize customer Call to Action/landing experience, and prepare/analyze campaign results.
• Prepare monthly social media and digital campaign performance recaps to share with leadership and cross functional teams, and develop appropriate recommendations based on these results.
• Design testing plans (creative, messaging, segments), provide analysis and recommendations to continually refine user experience.
• Build targeting scenarios, segmentation, and messaging based on personalization and testing plans.
• Review landing experience, optimize customer call to action, and prepare/analyze campaign results.
• Stay ahead of the curve as new technology transforms the digital space and provide recommendations on the best way to leverage.
• Track response and conversion to drive marketing efficiencies and effectiveness; accountable for CPC, CPM, and other performance metrics.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
• Hands-on experience managing digital campaign execution; especially social media programs targeted to existing customers.
• Advanced experience interpreting web analytics including Google analytics, Omniture, etc.
• Highly collaborative and skilled at building and maintaining relationships with internal stakeholders, agencies and programmers/studios
• Well organized, able to manage to deadlines and quickly adapt to changing events in order to drive results.
• Ability to think strategically; analyze and interpret data to make recommendations based on expertise.
• Highly developed capacity for teamwork and a strong focus on the customer.
• Exceptional communication and organizational skills, including the ability to present results and recommendations to all levels of the organization.
• Ability to work well with people from all levels of the organization, many different disciplines and varying degrees of technical and business experience
• Ability to work under pressure
• Must have excellent attention to detail; editorial/proofreading experience preferred but not required.
Education
• Bachelor’s Degree in Business, Marketing or related discipline
Related Work Experience
• Marketing experience: 6+ years
• Recent Social Media/Digital Marketing experience: minimum 3 years
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
• Knowledge of cable television, high speed Internet and phone products and services preferred
• Spanish language effluence preferred but not required
WORKING CONDITIONS
• Office Environment