Social Media Manager, Member Support Operations

Peloton - Plano, TX

Full-time - Mid Level

Plano, TX

501-1,000 employees

Miscellaneous Manufacturing

About the position

The Social Media Manager for Member Support Operations at Peloton is responsible for enhancing the brand's reputation through effective social media management and member engagement. This role involves monitoring social media channels, analyzing data to identify trends, and developing strategies to improve member satisfaction post-purchase. The manager will lead a team in crisis management, collaborate with various departments, and create innovative social strategies to address member concerns and drive performance across support teams.

Responsibilities

• Oversee the monitoring of social channels for Member Support issues and potential crises.
• Analyze social data to identify trends, issues, and areas for improvement.
• Develop strategies to mitigate Member friction, frustration, and potential escalations.
• Drive initiatives that complement traditional Member Support channels through timely, empathetic, and effective social engagement.
• Ensure timely and effective engagement with members to address their concerns.
• Provide regular reports on social insights and member feedback to relevant stakeholders.
• Lead crisis management efforts on social platforms to protect the brand's image and reputation.
• Train, mentor, lead and support the social listening team to ensure high performance.
• Work closely with other departments to address issues and implement solutions.
• Stay updated on social trends and best practices to continuously improve the social listening function.
• Partner with cross-functional teams to help implement processes to prevent escalations and resolve issues.

Requirements

• 3+ years of experience in a management role
• Bachelor's degree in Marketing, Communications, Public Relations, or a related field
• Proven experience in social platform management and customer care, preferably within a similar industry
• Excellent written and verbal communication skills with a keen eye for detail
• Strong understanding of social platforms, trends, and best practices
• Ability to handle multiple tasks and manage time effectively in a fast-paced call center environment
• Proficient in social analytics tools and platforms
• Strong problem-solving skills and a customer-centric attitude
• Ability to work independently as well as part of a team
• Proven ability to lead a team with direct responsibility for driving performance and managing productivity
• Experience with social platform advertising and paid campaigns
• Familiarity with CRM systems and customer service software
• Creative thinking and the ability to generate innovative content ideas
• Knowledge of SEO and web traffic metrics

Nice-to-haves

• Experience in the fitness or wellness industry
• Familiarity with video content creation for social media
• Understanding of brand management and reputation strategies

Benefits

• Health insurance
• 401k plan
• Paid time off
• Employee discounts
• Professional development opportunities