Community Management Supervisor

  • 1265 Battery St, San Francisco, CA 94111, USA
  • Employees can work remotely
  • Full-time

Company Description

Pereira O’Dell is a full-service agency with offices in New York and San Francisco and is
recognized as one of the most innovative and creative firms in advertising. Our client work has won 3 Emmys, hundreds of advertising awards and has been made into two feature films. The agency has been named to Ad Age A-List multiple times and was named by Fast Company as one of the 10 most innovative companies in advertising. Pereira O’Dell’s client roster includes MINI Cooper, Adobe, General Mills, ABInBev, Zelle, Timberland, Fifth Third Bank, Intel, The Cheesecake Factory, Rakuten and The Central Park Conservancy.

Job Description

Position Summary

The Community Management Supervisor is responsible for executing community management operations across multiple clients, serving as an expert in managing social publishing, monitoring and brand communications, and as a supervisor of the community management team and related resources. 

 

Duties & Responsibilities

  • Respond and engage consumers on social platforms with adherence to brand voice, brand response templates, content guiding principles and legal guidelines

  • Oversee and manage communications for the brand across multiple social platforms, escalating conversations as needed to internal and client side teams

  • Supervise and guide a team of 2-3 community managers

  • Manage content approvals, customer support escalations, and crisis management process 

  • Develop and maintain dashboards and templates for community management results, social listening and for monitoring against specific keywords and trends

  • Collaborate with social strategy and key team members to develop listening, response and engagement strategies and tactics that align with marketing efforts

  • Contribute to social content evolution by using community-founded insights to help brainstorm new ideas and researching timely and/or relevant topics in client-related industries

  • Own relationship with platforms and technology providers on behalf of both the agency and the client

  • Partner with the Social Strategy Director to build community management processes, coverage plans and related presentations

  • Act as the consumer subject matter expert in client meetings, as needed

 

Required Knowledge, Skills, and Abilities

  • At least 4 years of experience in community management or social customer support 

  • Understanding of all major social channels with experience scheduling, posting, responding, and monitoring (Facebook, Instagram, Twitter, LinkedIn, YouTube)

  • Understanding of community management within emerging platforms 

  • Experience utilizing social publishing and social listening platforms (especially using Sprinklr, Falcon and/or Netbase)

  • Previous experience managing a team of 2-3 individuals

  • Occasional availability during off hours (nights and weekends) to perform Community Management or Crisis Management

  • Excellent writing skills and the ability to quickly translate brand voice into relevant and timely responses

  • Experience in reporting and analytics, with proven ability to interpret data into actionable insights

  • Outstanding organizational skills and the ability to handle multiple projects simultaneously while meeting deadlines

  • Flawless spelling, grammar and attention to detail

  • A good sense of judgment in communications, escalations and crisis management

  • A fast yet thoughtful work ethic 

  • A team player who can also work independently 

  • Bachelor’s Degree in Advertising, Marketing, Communications or similar field


 

Physical Demands

  • Ability to travel as needed

Additional Information

All your information will be kept confidential according to EEO guidelines.