Social and Consumer Response Manager

The Social Media Manager & Consumer Response will be responsible for executing social campaigns, managing consumer concerns and questions, fostering a positive community atmosphere, and overseeing the Consumer Affairs Team. The ideal candidate is well-versed in social media marketing and strategy, has strong writing and communication skills, and is comfortable in a fast-paced creative environment. You must have experience copywriting and publishing within the digital and social landscape. CPG Industry experience is a bonus.

Your Story.

The Social & Consumer Response Manager will be responsible for executing social campaigns, managing consumer concerns and questions, fostering a positive community atmosphere, and overseeing the Consumer Affairs Team. The ideal candidate is well-versed in social media marketing and strategy, has strong writing and communication skills, and is comfortable in a fast-paced creative environment.

What You Do.

• Assisting the creative team and Social Media Manager – Strategy & Influencer Management in the development of the campaign voice and post copy. 
• Writing social media copy for assets and post copy across all our projects. 
• Proactively and consistently executing replies across all social channels, flagging spam, monitoring sentiment, and tracking performance. 
• Setting up channels, updating skins, updating bios, etc. 
• Publishing and QAing all posts. This role is responsible for ensuring posts are published correctly and on time. 
• Managing the weekly calendar + publishing across a range of projects 
• Respond promptly to consumer inquiries and concerns via email, social media, and other communication channels. 
• Familiarity with CRM systems and tools to manage consumer interactions, track consumer behavior, and maintain consumer data. 
• Collaborate with internal teams to provide accurate, valid, and complete information to consumers. 
• Handle consumer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution. 
• Maintain a positive, empathetic, and professional attitude toward consumers at all times. 
• Develop and implement community engagement strategies to grow social community and foster a positive & active community. 
• Monitor and report on feedback and online reviews. 
• Analyze community engagement metrics and consumer feedback to provide actionable insights. 
• Prepare regular reports on community activities, support metrics, and consumer feedback. 
• Use data to identify trends and improve community engagement and consumer support processes.

Supervisory Responsibilities

• Oversee the Consumer Affairs Team, providing guidance, training, and performance feedback. 
• Experience supervising and providing guidance to a team, including part-time or support staff. 
• Ability to train, mentor, and evaluate team members to ensure high-quality consumer service and community management. 
• Ensure the support team delivers high-quality consumer service. 
• Assist in the recruitment and onboarding of new team members as needed.

Your Education and Experience.

• Bachelor’s degree in a relevant field required. 
• 5+ work experience as a Community Manager, Consumer Support Manager, or similar role. 
• Previous management experience is preferred. 
• CPG Industry experience is a plus. 
• Strong understanding of social media management & digital marketing.

Your Passion. Our Culture.

At Sargento, you work for a company you believe in, with a family of people who believe in you. Our culture stems from a simple premise: Hire good people and treat them like family. At Sargento, you can make decisions based on how they affect people as well as the long-term health of our company. You will be encouraged to make a meaningful difference in the community, in the company and in your career. With diverse experiences and tools to learn and develop, you can transform your aspirations into reality. If you’re ready for the right place to belong and grow your career, you can find it here.

Benefits that set us apart.

• Comprehensive medical including Fertility, Adoption benefits, Dental, and Vision Insurance 
• Flexible Work Week - Hybrid work schedule – Onsite Tuesday – Thursday with the option to work remotely Monday and Friday - Compressed work week – Option of ½ day Friday 
• Onsite Health & Wellness Center
• Employer 401K contribution in the top 1% of the nation 
• Relocation Assistance 
• Tuition Assistance 
• Access to Employee Store