AAA is a trusted companion to over 180,000 members in Montana, Wyoming and Alaska in automotive assistance, travel, insurance, and financial services. Join AAA MountainWest’s team and build on our 80+ year history of success. You’ll find that we offer an ideal combination of stability, challenge and rewards. We offer a competitive salary, comprehensive benefits and opportunities with a respected organization.
Job Title:
Social Media Community Lead
Division/Department:
ACP Shared Services
Reports to:
Social Media Hub Community Manager (CoE)
Location(s):
Helena
Purpose:
This position will work directly under the supervision of the Social Media Hub Community Manager/CoE. This position also has a dotted-line reporting to a Club Key Stakeholder if the position supports one ACP Club or through a dotted-line reporting to two Club Key Stakeholders if the position supports two ACP Clubs. The dotted line reporting to the Club(s) is to ensure alignment with Club goals. Individual will represent the ACP Center of Excellence (CoE) and be a dedicated Social Media resource at the Club(s). He/she will be a key contributor towards increasing social media awareness among the Club business units and the customers at the club level. The main purpose of this role is implementation of ACP’s Social Media Strategy developed by the ACP Center of Excellence.
Essential Functions:
Club Content Publishing: Deploy ACP’s Social Media Strategy developed by the ACP Center of Excellence at the Club(s) supported. Develop and manage local social media efforts under COE’s guidance. Work with Hub Community Manager to determine Club Marketing Calendars. Share local Club content with Hub Community Manager. Engage with division/departments within the club and align Club needs with the ACP Social Media Strategy. Work with Hub Community Manager to define critical elements. Generate and sustain “buzz” for all Club social media assets (online community, Facebook, Twitter etc.). Integrate the Club’s social media assets with Club’s other digital assets (website, email, etc.).
Club Content Monitoring: Proactively monitor and respond to all conversations about Club(s) utilizing social media monitoring tools and ACP Response Protocol. Scan social sites for AAA, AAA club specific news and competitive insights and share with Hub Community Manager and Club(s) Key Stakeholders.
Club Reporting: Work with Social Media Analyst to establish baseline performance metrics for Club(s). Work with Analyst to learn how to implement, analyze and report on social media metrics. Work with Hub Community Manager to learn how to prepare monthly social media monitoring reports on key Club findings and trends and how this data can be utilized to re-calibrate the ACP Social Media Strategy.
Relationship Management: Engage with ACP Staff and club leaders regarding Club social media content and provide options for how club content can assist in club business goal achievement. Share social media best practices within/across the Club(s) as well as with the other Club Community Managers. Attend weekly CoE meetings and monthly content management meetings to discuss new materials of interest or value to be shared organizationally, content management challenges and refine content management processes.
Responsibilities:
Implementation of ACP’s Social Media Strategy developed by the ACP Center of Excellence.
Engage with division/departments within the club and align their needs with the social media strategy roadmap. Work with CoE to define critical elements.
Develop and manage local social media efforts under COE’s guidance
Check and monitor club blogs, Facebook, Twitter and other social sites for comments, messages, re-tweets, customer service issues specific to club territory
Integrate Club social media assets with Club’s other digital assets (website, email, etc.)
Develop and foster relationships with key Hub & Club content developers and contributors
Implement and monitor the ongoing compliance with all ACP CoE established social media policies and processes at the Club
Become proficient with the technical and administrative functions of the Social Media Management System and Social Media Monitoring tools, as well as any/all other social media assets (Facebook, Twitter, Online Community, etc.)
Respond to comments found through social media monitoring on behalf of the Club, following the Response Protocol
Work with the Hub Community Manager Clubs on social media monitoring issues reported, the resolution process and time taken to resolve
Share social insights garnered from social media monitoring on AAA products or services with key Club stakeholders to ensure they are kept aware of these critical member experience insights for product/service refinement or new product/service development
Monitor competition through the social media monitoring tool. Keep all ACP CoE staff and Club Community Managers up to date on the latest trending topics found
Requirements:
Associates degree or equivalent combination of education and experience in the areas of business, marketing or communications.
BA in business, marketing or communications preferred
2+ years proven and recent experience in a Community Management role is required
Demonstrated ability to create a connected and loyal customer base, as well as the ability to be collaborative with colleagues, members and customers
Strong presentation and communication skills to positively influence, gain support for, and keep Stakeholders apprised of, project status, risks, issues, schedule, key challenges
Excellent command over the English language and expert writing, editing and proofreading
Current knowledge of industry news, product launches and technologies in Social Media
Strong communication skills and excellent interpersonal skills for frequent interactions with AAA Members, Customers and Associates
Ability to establish and grow rapport with a variety of people to build trusting and honest relationships, including a good understanding of what's important to each Stakeholder group
Ability to multi-task, work under pressure and manage time-sensitive, detailed-oriented, multi-faceted projects
Proficiency with MS Power-point, Excel, Outlook, Word required
Basic understanding of HTML
Some analytical skills, basic math skills
A self-starter with the willingness, and desire, to "roll up your sleeves" and get the job done
Preference for working in a fast paced, entrepreneurial, start-up type environment
Ability to work independently, manage one’s own time, with minimal direction
Ability to manage conflicting goals and be flexible with shifting priorities
Ability to work with a diverse set of audience
Multitask and bring projects to successful completion
Knowledge of current blog and community application platforms a plus
Proficiency in Adobe Photoshop or similar image editing software a plus
Strong Experience with search engine optimization and online analytics a plus
Experience with external ad management (banners, keywords and rich media) a plus
Work Schedule:
Full time. Monday - Friday 8:30 am – 5:30 pm
Exemption Status:
Non-Exempt
Salary:
DOE
Important Notes:
Critical features of this job are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
For consideration, please choose from the following options to submit your resume and cover letter. Please be sure to state the specific position for which you are applying. Resumes are accepted for open positions only.
Send to AAA MountainWest, Human Resources, PO Box 4129, Helena, MT 59604.
AAA MountainWest is an Equal Opportunity Employer M/F/D/V
Submit your resume
For consideration, please choose from
the following options to submit your resume and cover letter.
Please be sure to state the specific position for which
you are applying. Resumes are accepted for open positions
only.
