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The Scotts Miracle-Gro Company · 10 hours ago

Specialist, Social Media Community Management

Marysville, OH

Full-time

Onsite

Mid Level

$25.20/hr - $29.60/hr

3+ years exp

The Scotts Miracle-Gro Company is a leading brand in the gardening industry, and they are seeking a Social Media Specialist to represent their brands across social media channels. This role involves community management, engaging with consumers, monitoring trends, and providing exceptional service to enhance brand loyalty and consumer experience.

ConsumerRetailService Industry

Responsibilities

Run community management for one or more brands within the SMG family, across social platforms - interacting in a positive manner with our fans and consumers with the goal of increasing engagement and consumer loyalty

Perform proactive community engagement to insert our brands into timely and categorically relevant conversations happening online in order to increase brand and product awareness and increase social reach

Assist consumers with questions about products and their usage, product recommendations, troubleshooting and general lawn & garden inquiries

Monitor trends relevant to social media platforms, competitors, target consumers, and culture at large to ensure our brands and products have relevant participation and capitalize on any opportunities to increase engagement, loyalty, and/or sales

Work with internal and external business partners on consumer messaging, providing input and strategic feedback based on qualitative consumer and community insights, and digital best practices

Monitor, obtain and share user generated content (UGC) with Brand Social Leads, following industry standards and guidelines provided by legal and ethics partners. As needed, work with SMG Legal to obtain rights to user content and proper release from users

Actively monitor social channels for any activity that could impact SMG or its brands in matters of reputational or legal risk. Alert leadership and activate Social Escalation procedures as appropriate

Support and participate in a team culture of continuous improvement - reviewing departmental processes and policies and making recommendations and implementing solutions

Create and maintain a positive and inclusive team culture in all individual and group interactions

Other duties as required

Qualification

Social media managementCustomer service experienceSalesforceSproutCommunication skillsProblem-solvingOrganizational skillsFlexibility

Required

3+ years as a customer service mentor, peer coach, or leader with focus on customer interactions via social media

Previous experience resolving consumer situations involving risk - health and safety, reputational risk, legal liability, etc

Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions

Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers

Experience with adeptly navigating social media management tools, native social media platforms, and knowledgebase systems

Familiarity with Salesforce (or similar CRM system) and Sprout preferred

Strong verbal and written communication skills

Understanding of the subtle nuances of communicating professionally via social media and demonstrated ability to effectively utilize a brand voice consistently

Ability to troubleshoot issues and provide effective solutions - balancing consumer and company needs

Demonstrated effectiveness in navigating gray areas in policy and procedure as well as constantly shifting and evolving business and consumer needs

Passion for delivering excellent customer experiences

Skilled in handling complex consumer situations - able to effectively build rapport with consumers and de-escalate as needed

Strong attention to detail and organizational skills

Willingness to work flexible schedules, including evenings, weekends, and holidays