The Social Engagement Consultant will facilitate conversations and foster community by building relationships across social channels (Facebook, Twitter, Instagram, YouTube, LinkedIn, Pinterest, TikTok, etc.) through real-time and proactive engagement, while upholding the brand’s consistent voice, tone and style. The Social Engagement Consultant will partner with other business units to assist with their messaging needs, encourage engagement and two-way communication, moderate, and make strategic and tactical recommendations based on trend observations and discussions within each of the social channels. In addition, they will be responsible for escalating any potential reputational issues.
As a person, the Engagement Consultant is passionate about growing purpose-driven brands through conversation. They are a social media power user and is an expert in memes, trends, lingo and is highly aware of current events. They are naturally curious, passionate about modern media and driven by the idea of disrupting a category. Colleagues would say this person is known as creative, witty and thrives in a fast paced environment.
Key Responsibilities
Social Media Expertise • Serve as subject-matter expert for social media channels • Research and implement best practices by platform • Research and stay up-do-date on what’s new, innovative and useful for in the digital space and make recommendations for enhancements and improvements • Work closely with vended resources to identify and manage bugs and tool enhancements
Engagement and Reputation • Monitor and moderate community participation to ensure that rules of engagement and community guidelines are followed, and that Allstate provides a responsive and informative online presence • Grow community participation and support the development of the desired community culture • Review and respond to posts/direct messages. Answer questions and/or clarify and escalate posts, when necessary, to the appropriate company subject matter experts, departments, resources, and processes • Act as the “voice of the community” for Allstate’s larger social media presence while adhering to the Allstate brand, voice, personality and tone • Provide feedback and suggestions to content creators • Amplify enterprise initiatives through tactical support on one or more platforms • Proactively monitor cultural and category trends to uncover new insights that can be applied to the business • Monitor and engage in real-time events, often on nights and/or weekends Knowledge/Skills/Abilities/Experience • Minimum of a bachelor’s degree is required from a four-year college or university • Minimum of 2 years of related experience • A power user of social media platforms and tools, experience with Sprinklr is desired • Ability to take data and turn it into a consumer insight and/or cultural truth • Exceptional written communication and organizational skills • Ability to multi-task and work in a fast-paced environment • Understanding of trends and how ideas are talked about and spread on social media • Creative thinking and writing desired
