Social Media & Loyalty Specialist

Responsibilities

Support owner retention, engagement, and advocacy through a balanced focus on CRM execution and social community management.
Monitor brand social channels daily, responding to comments and messages while escalating issues as needed to maintain a positive and responsive owner presence.
Track owner sentiment, identify trends, and summarize insights for Marketing, Customer Experience, and Product teams.
Respond to owners and prospects across social platforms in a timely, brand-appropriate manner to build trust and advocacy.
Support monthly Owner Newsletter content planning, QA, and deployment coordination.
Assist with CRM lifecycle and retention communications, including content execution and performance monitoring.
Publish approved content across social platforms while ensuring consistency, accuracy, and alignment with brand voice and campaign priorities.
Capture Voice-of-Customer (VoC) insights, recurring themes, and owner feedback to inform CRM, CX, and marketing strategies.
Partner cross-functionally with Brand, Digital, Retail Marketing, CX, and Customer Care teams to ensure a seamless owner experience.
Requirements

3+ years of experience in CRM, lifecycle marketing, social media community management, or customer engagement roles, preferably in a consumer-facing or brand environment
Hands‑on experience assisting with social media channels, including community engagement, response management, and escalation handling
Familiarity with CRM platforms and email marketing tools (e.g., lifecycle communications, newsletters, segmentation, and campaign QA)
Strong writing and communication skills with the ability to adapt tone for both owned communications and real‑time social engagement
Experience monitoring social sentiment, identifying trends, and translating Voice-of-Customer insights into actionable recommendations
Ability to manage multiple priorities in a fast‑paced environment while maintaining accuracy, consistency, and attention to detail
Demonstrated ability to collaborate cross‑functionally with Marketing, CX, Brand, and Customer Care teams
Experience identifying or working with user‑generated content (UGC) and supporting content amplification or advocacy programs
Strong judgment in customer interaction and escalation management, with a focus on brand reputation and customer experience
Comfortable using data and performance metrics (e.g., engagement, open rates, response SLAs, sentiment) to guide decisions and improve outcomes

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