BBQ Holdings, Inc. · 23 hours ago
Social Media Community Manager
Minnetonka, MN
Full-time
Onsite
Mid, Senior Level
3+ years expBBQ Holdings is a company focused on enhancing the guest experience across its brands. The Community Manager, Guest Recovery & Brand Engagement is responsible for managing guest interactions on social media, engaging with the community, and ensuring brand consistency in communication.
Restaurants
Responsibilities
Own the front-line voice of each brand across all digital channels
Serve as the initial point of contact for the guest recovery process with speed, empathy, and brand consistency
Triage guest issues and craft timely, brand-appropriate replies
Resolve or escalate issues to Operations, GMs, Ads, or Guest Services Team as needed
Maintain brand-specific response guidelines and templates
Track recurring themes and deliver weekly insights and recommendations
Support Social Media Manager with scheduling through Sprout Social
Manage daily community interactions across all brands social channels
Lead proactive engagement, including:
Liking, commenting on, and responding to guests' content
Engaging with partner brands, influencers, operators, and creators
Participating in relevant cultural conversations
Creating playful banter or brand-to-brand interactions in brand tone
Identify opportunities to surprise and delight guests and fans
Conduct ongoing social listening for trends, sentiment shifts, competitor activity, and real-time engagement opportunities
Partner with Creative/Marketing on reactive and proactive content strategies
Monitor brand sentiment, reviews, engagement metrics, and community health
Collaborate with cross-functional teams to address systemic or recurring issues
Document and report out on guest recovery, online reputation, and community engagement
Align community engagement efforts with brand marketing priorities and campaign needs
Work with Digital on loyalty, app, ordering, and UX-related issues
Partner with Operations and Training to support guest experience improvements
Support PR during issues management and brand-level cultural moments or events
Qualification
Required
5+ years in community management, customer experience, social media management, or hospitality guest relations
Strong understanding of social media platforms, cultural trends, and online review channels
Exceptional written communication and brand voice fluency
High emotional intelligence and conflict de-escalation skills
Experience with social listening and reputation tools (e.g., Sprout, Khoros, Hootsuite, Meltwater, Reputation.com)
Ability to manage multiple brands and priorities with agility
Experience partnering cross-functionally and working with franchisees
Preferred
Experience in high-volume guest recovery environments
Passion for food, restaurants, BBQ, and pizza
Company
BBQ Holdings, Inc.
BBQ Holdings is a division of MTY Food Group and operator of restaurant brands such as Famous Dave's, Village Inn, Granite City, Baker's Square, Barrio Queen, Sauce Pizza and Wine, and more.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-08-09Acquired
Leadership Team
Jason Schanno
Chief Financial Officer
Al Hank
Chief Operating Officer
Recent News
Company data provided by crunchbase