Social Media Engagement Manager

Delta Defense - West Bend, WI

Full-time - Mid Level

Remote - West Bend, WI

Personal and Laundry Services

About the position

The Social Media Engagement Manager at Delta Defense, LLC is responsible for leading the Social Moderation team, managing user-generated content across all social media platforms, and enhancing the USCCA brand's online presence. This role involves fostering customer loyalty, overseeing the moderation of comments and messages, and ensuring adherence to community guidelines. The manager will also analyze online reputation, provide coaching and development for the team, and collaborate with various departments to address customer concerns effectively.

Responsibilities

• Develop and execute strategies to grow and strengthen the online community.
• Manage, mentor, and lead a team of social media moderators.
• Oversee the moderation of comments and private messages across all USCCA social media platforms.
• Collaborate to ensure content aligns with community guidelines and brand values.
• Serve as the primary point of contact between the social media moderation team and the organization.
• Own online reputation scorecard and help the business understand public perception.
• Oversee replies to online reviews in collaboration with the Public Relations Director.
• Identify and address inappropriate or offensive content promptly.
• Extract insights from online interactions and share them with leadership.
• Effectively address crises and sensitive topics across social media platforms.

Requirements

• Minimum of 5 years of professional experience managing or leading people.
• High school diploma or GED.
• A bachelor's degree in communications, marketing, or a related field, or equivalent experience.
• Experience in building and managing a community on social media channels.
• Excellent written and verbal communication skills.
• Demonstrated understanding of online community dynamics and social media platforms.
• Proficiency in using community management tools and analytics platforms.
• Strong problem-solving and critical thinking skills.
• Proven ability to handle crises and navigate sensitive topics with professionalism.
• Understanding of legal considerations related to social media.

Nice-to-haves

• Adaptability and willingness to stay informed about industry trends and best practices.
• Customer-centric mindset with a focus on providing excellent service.

Benefits

• 23 Days of Personal Time Off
• 8 company holidays
• Paid day of volunteer service annually
• Personal protection, fitness, and home office reimbursement program ($500 annually)
• Robust insurance coverage options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
• Complimentary USCCA Elite membership & store discounts