Experienced Sr. Manager, Social Media Customer Support – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way we interact with our customers and employees through social media. As a seasoned Sr. Manager, Social Media Customer Support, you'll play a pivotal role in shaping our integrated strategy and guiding tactical implementation across social media support channels. If you're passionate about creating extraordinary experiences for customers and employees, and have a deep appreciation for the power of social communities, then this is an exciting opportunity for you to join our team!

About the Role & Team

arenaflex's Viewer Experience (VX) team is a dynamic and innovative group of professionals dedicated to delivering exceptional customer experiences across various social media platforms. As the Sr. Manager, Social Media Customer Support, you'll be responsible for leading a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint. You'll work closely 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.

What You Will Do

As a Sr. Manager, Social Media Customer Support, your key responsibilities will include:

• 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.
• Driving implementation of appropriate reporting and analysis while considering the needs of partners.
• Leading a team of leaders and individual contributors daily while guiding DTC's social media support strategy and implementation across a global footprint.
• Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
• Collaborating 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.
• Working 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.
• Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
• Supporting 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.

Basic Qualifications & Skills

To be successful in this role, you'll need:

• A BS/BA degree or relevant professional experience.
• 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus.
• 5+ years' experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity.
• Experience with social media management platforms, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr.
• A consistent track record of developing and operationalizing innovative online social programs.
• High savvy related to Twitter, Facebook, Instagram, AppFollow, a plus.
• A proven understanding of which metrics and tools help improve the consumer experience through social channels.
• A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• 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.

Disability Accommodation for Employment Applications

arenaflex is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Compensation & Benefits

The hiring range for this position is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Why Join arenaflex?

At arenaflex, we're committed to creating a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. We foster a collaborative and inclusive environment that values diversity, equity, and inclusion. If you're passionate about creating extraordinary experiences for customers and employees, and have a deep appreciation for the power of social communities, then this is an exciting opportunity for you to join our team!

Apply Now!

If you're ready to take your career to the next level and join a dynamic team of professionals dedicated to delivering exceptional customer experiences, then apply now! Please submit your application through our website, and we'll be in touch soon to discuss your qualifications further. Apply for this job