Social Community Manager

The Community Manager role is responsible for advocating the brand on social networks. They will focus on engaging with consumers in order to grow the overall communities on Citi’s social channels and nurture the relationships within each platform. In collaboration with agency partners and our Customer Insights team, they will also summarize sentiment/consumer feedback to create actionable, operational reports that lead to optimization and efficiency in performance. Key responsibilities include:

•    Serve as the face and voice of the brand on Citi’s social channels (Facebook, Twitter, Instagram, YouTube, LinkedIn, Google+, blogs and other emerging platforms). Monitor, moderate, respond to, and report on consumer conversations.
•    Drive community management and publishing standards for NA Social Team. Stay abreast of social media trends, rapidly changing technologies, online competitor presences, and ongoing community dialogue.
•    Write fresh and engaging content on a daily basis, getting to know the communities on each platform and fostering conversations around the brand.
•    Monitor comments and complaints in a timely manner with the ability to identify trends, influencers, as well as spot warning signs / potential crises and escalating when appropriate.
•    Drive Surprise & Delight initiatives and Sweepstakes tactical campaign support
•    Proficient in operating/managing Sprinklr or comparable social content management system.
•    Assist with creating overarching content calendar for each channel, partnering closely with the Campaign/Content Managers to develop publishing strategies and tactics that support business objectives.
•    Collaborate with Campaign/Content Managers & LOB partners to provide real-time content creation and marketing support, primarily focusing on entertainment related initiatives for special events.
•    Must be proficient in basic Photoshop skills and understand platform image specs.
•    Team player, ability and willingness to collaborate, advise and get hands dirty.