Experienced Senior Manager, Social Media Customer Support – Driving Exceptional Viewer Experiences at arenaflex
Are you a seasoned leader with a passion for creating extraordinary experiences for customers and employees? Do you have a deep appreciation for the power of social communities and a proven track record of developing and maturing teams? If so, we invite you to join arenaflex as our Senior Manager, Social Media Customer Support, where you will play a critical role in shaping the integrated strategy and guiding tactical implementation across social media support channels for our Direct to Consumer (DTC) brands.
About arenaflex
arenaflex is a leading innovator in the entertainment industry, dedicated to delivering exceptional viewer experiences across various platforms. Our commitment to excellence is reflected in our cutting-edge technology, engaging content, and unparalleled customer support. As a member of our team, you will be part of a dynamic and collaborative environment that fosters creativity, innovation, and growth.
About the Role
As our Senior Manager, Social Media Customer Support, you will be responsible for developing and operationalizing the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals. You will lead a team of leaders and individual contributors daily, guiding DTC's social media support strategy and implementation across a global footprint. Your expertise will be instrumental in identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
Key Responsibilities
* Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals
- Lead a team of leaders and individual contributors daily, guiding DTC's social media support strategy and implementation across a global footprint
- Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience
- Collaborate 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
- Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with appropriate tone and voice
- Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported
- Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings while 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, ability to encourage and develop team members, leading leaders is a plus
- 5+ years' experience in social media or online community moderation, shown 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 to develop and operationalize 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
Career Growth Opportunities & Learning Benefits
At arenaflex, we believe in investing in our employees' growth and development. As a Senior Manager, Social Media Customer Support, you will have opportunities to:
- Develop and operationalize innovative social media strategies and programs
- Collaborate with cross-functional teams to drive business outcomes
- Lead and guide go-to-market launches and product launches
- Support incident management needs during high-impact scenarios
- Participate in training and development programs to enhance your skills and expertise
Work Environment & Company Culture
arenaflex is committed to creating a dynamic and inclusive work environment that fosters creativity, innovation, and growth. Our team is passionate about delivering exceptional viewer experiences and is dedicated to making a positive impact in the entertainment industry. As a member of our team, you will be part of a collaborative and supportive community that values diversity, equity, and inclusion.
Compensation, Perks, & Benefits
arenaflex offers a competitive compensation package, including a base salary, bonus, and long-term incentive units. Our benefits package includes medical, financial, and other perks, dependent on the level and position offered. We also offer opportunities for professional growth and development, including training and development programs.
How to Apply
If you are a seasoned leader with a passion for creating extraordinary experiences for customers and employees, we invite you to apply for the Senior Manager, Social Media Customer Support role at arenaflex. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job