Community & Social Media Specialist

Pulp and Press; London; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Protein Candy & Pulp & Press is seeking a proactive social media and community specialist to own organic content, influencer partnerships, UGC programs, and customer support across both brands.

You’ll collaborate with the Marketing Director, Senior Customer Service Manager, designers, and Operations to keep Protein Candy engaging and customers supported, including one in-office day per month in London, Ontario.

Qualifications

• 2–4 years of relevant experience in social media, marketing, community management, or customer support.
• Experience managing brand social accounts and driving engagement.
• Ability to capture and edit high-quality video and static content.
• Comfortable on camera and able to adapt to two distinct brand voices.
• Strong written communication and proactive problem solving.
• Available for occasional weekend events and scheduled support check-ins.
• Willingness to travel for events and activations as needed.

Responsibilities

• Own day-to-day organic social, influencer partnerships, UGC programs, and community engagement for Protein Candy.
• Provide frontline customer support across social channels and our support platform, including email inquiries.
• Coordinate content creation, captions, and approvals with Creative; brief creators and manage asset usage.
• Track creator performance, delivery of assets, and sponsor activations; maintain collaboration logs.
• Support campaigns, launches, sampling, and brand activations; coordinate timelines across teams and external partners.
• Maintain and update the marketing calendar; track deadlines and dependencies for execution readiness.
• Report on organic social performance, creator activity, and activation outcomes; share insights for content improvements.

Skills

Social media management

Video editing

Customer support

Community management

Content creation

Project management

Tools

Shopify

Gorgias

Influencer platforms

Job description

Protein Candy & Pulp & Press | Reports to: Marketing Director | Hybrid, Ontario - remote with one required in-office day per month in London, Ontario.

Play a key role in building brand love for two growing better-for-you CPG brands.

Protein Candy is redefining the $40B candy category with functional, better-for-you products. Since launching in mid-2024, we’ve grown into 4,000+ retail doors, including 7-Eleven, Walmart Canada, and Circle K, with thousands more coming online by the end of the year.

Pulp & Press is a trusted cold-pressed juice brand entering a new chapter. You’ll help strengthen its customer experience, building trust and loyalty through helpful, responsive support.

The Role

You’ll own the day-to-day execution of organic social, influencer partnerships, UGC programs, and community engagement for Protein Candy. You’ll also provide frontline customer support across social channels and our customer support platform for both brands.

This means creating and posting content, managing comments/ DMs, answering customer questions, helping resolve order issues, briefing creators, coordinating product seeding, capturing content at events, and keeping our marketing calendar updated.

You’re an organized, creative operator who builds relationships and follows through. You’ll work closely with the Marketing Director, Senior Customer Service Manager, Graphic Designers, and Operations to keep Protein Candy engaging and customers of both brands supported.

What You’ll Own

1. Organic Social & Creative Asset Creation

• Manage daily publishing, aligned with the content calendar.
• Capture and edit video and static content that meets brand standards.
• Brief and adapt assets for social, digital, and retail materials, including sell sheets, signage, shelf talkers, and promotional materials.
• Identify relevant trends and turn them into content that fits Protein Candy’s brand voice.
• Write captions, schedule posts, and reshare approved UGC.
• Collaborate with Creative to ensure assets are ready for campaigns, paid ads and launches.

2. Community Management & Customer Support

• Be the day-to-day voice of our brands in comments, DMs, and community conversations.
• Provide frontline customer support through social channels and our customer support platform, including email inquiries.
• Answer questions about products, store availability, orders, delivery, and subscriptions using approved information and processes.
• Coordinate with Customer Service and Operations to resolve issues, keeping customers informed through resolution.
• Escalate sensitive complaints, product quality concerns, and issues requiring additional approval.
• Keep FAQs and response templates accurate and current.
• Monitor brand mentions, sentiment, and recurring feedback. Share insights that can improve our content and customer experience.
• Proactively engage with customers, fans, creators, and relevant communities to build relationships.

3. Influencer, Creator & UGC Management

• Maintain a pipeline of aligned micro-influencers and creators.
• Coordinate product seeding, including outreach, recipient lists, packing, and shipment tracking.
• Brief creators on messaging, deliverables, and brand voice.
• Follow up on deliverables and organize content for organic and paid use, recording usage permissions.
• Track creator performance, including reach, engagement, content quality, and agreed deliverables.
• Execute giveaways and coordinate winner communication and prize fulfillment.
• Maintain accurate collaboration and campaign tracking logs.

4. Campaign & Community Activation Coordination

• Support campaigns, product launches, sampling programs, and brand activations.
• Coordinate timelines across Brand, Creative, Operations, and external partners.
• Manage event logistics, product shipments, and marketing materials.
• Source swag vendors and maintain merchandise and event inventory.
• Coordinate approved donation and community partnership requests.
• Represent the brands at events and capture content for social channels.

5. Marketing Calendar & Project Management

• Maintain the social, creator, community, and events portions of the marketing calendar.
• Keep publishing dates, influencer drops, giveaways, and activations accurate and updated.
• Track deadlines and dependencies to ensure execution readiness.
• Flag timing conflicts, missing assets, and delivery risks proactively.

6. Reporting & Performance Tracking

• Maintain assigned scorecard metrics and deliver reporting on schedule.
• Report on organic social performance, creator activity, and activation outcomes.
• Track customer support response times, outstanding inquiries, and recurring issues.
• Track spend and results across seeding and community initiatives.
• Use findings to recommend practical improvements to content, engagement, and customer support.

You’re the Right Fit If You:

• Have 2–4 years of relevant experience in social media, marketing, community management, or customer support; CPG or DTC experience is preferred.
• Have managed brand social accounts and understand what drives engagement.
• Can capture and edit high-quality video and static content.
• Are comfortable on and behind the camera.
• Write creatively and can adapt to two distinct brand voices.
• Handle customer questions and complaints with empathy, sound judgment, and strong follow-through.
• Are available for occasional weekend events and brief, scheduled customer support check-ins.
• Are comfortable connecting with customers by phone and face to face at community events.
• Are highly organized and can balance planned projects with incoming customer inquiries.
• Build relationships easily with customers, creators, and community partners.
• Communicate proactively and flag issues before they become problems.
• Thrive in a fast-paced environment where priorities shift.
• Can attend one required in-office day per month in London, Ontario, and travel to scheduled events and activations as needed.

Nice to Haves

• Multi-brand, health, wellness, or CPG experience.
• Familiarity with Shopify, Gorgias, social scheduling tools, and influencer platforms.
• Experience supporting DTC orders and subscriptions.
• Photography, videography, or event experience.
• Spanish or French speaking is an asset.

Success in Year One

• A consistent, engaging organic social presence for Protein Candy, supported by quality content delivered on schedule.
• Customer inquiries receive an initial response within one business day during scheduled coverage, with clear escalation and follow-through.
• Recurring customer feedback is shared regularly and informs improvements.
• An organized UGC library with clear usage permissions for paid and organic content.
• A reliable product seeding program with tracked shipments, deliverables, and results.
• A marketing calendar that is accurate and updated weekly.
• Assigned scorecard metrics and reporting delivered on schedule.
• Smoothly executed activations with content captured and outcomes recorded.

Our Values

• Discipline — Show up prepared, dependable, and accountable. Follow through on commitments.
• Results Oriented — Prioritize impact. Every hour and dollar should create measurable value.
• Innovation — Stay curious and look for smarter, faster, better ways to work.
• Value Others — Respect our team, customers, and community. Participate, contribute, support each other, and have fun.
• Excellence — Hold a high standard for quality, adaptability, effort, and attitude.

Diversity & Inclusion

We welcome applications from all qualified individuals and are committed to building a diverse, inclusive team. If you require accommodations during recruitment, let us know when you apply.

A Note on AI Use in the Application Process

We may use AI-assisted tools to support parts of our application review process. Human review remains part of our hiring decisions.