Associate Manager Social Media

Marco's Franchising, LLC; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading franchising company is seeking an Associate Manager for Social Media and Customer Experience. This remote role involves assisting in resolving customer issues, supporting operations, and enhancing customer experience across marketing channels. The ideal candidate will have a Bachelor's degree, 2 to 5 years of customer service experience, and proficiency in Microsoft Office. Strong organizational skills and effective communication are essential for success in this fast-paced environment.

Qualifications

• 2 to 5 years of experience in customer service.
• Strong/clear written and presentation communication skills.
• Ability to handle multiple projects with various timelines.

Responsibilities

• Assist with reputation management of social channels.
• Support Operations and Franchisees with guest experience resolution.
• Help with monthly analytics, refining and establishing processes.

Skills

Reputation management

Social media platforms

Organizational skills

Time management

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

Microsoft Office - Word

Microsoft Office - Excel

Microsoft Office - PowerPoint

Job description

Position: Associate Manager Social Media- Customer Experience (REMOTE)

Location: 5252 Monroe

Support Center

Job Id:2084

# of Openings:1

This Associate Manager will play an active role in assisting with customer experience resolution related to providing the best guest experience for Marco’s Franchising, LLC. This includes responding to customer issues primarily in social media, but also phone and email, and acting as the liaison with operations, MSIT and franchisees to ensure issue resolution. Additionally, this role supports functions that are related to Customer Experience enhancements, new technologies, analysis and programs that deploy across marketing channels and consumer touchpoints.

• Assist with reputation management of social channels to ensure a good customer experience
• Support Operations and Franchisees with guest experience resolution
• Assist with managing the relationship with Marco’s social platform partner
• Assist with Customer Service phone and email channels when needed
• Collaborate on development of new marketing channels and communications
• Help with monthly analytics, refining and establishing processes to improve guest experience
• Must be available select evenings and weekends to reviewantiago/o/respond to customer issues

Education and/or Work Experience Requirements

Required

• Bachelor’s degree in Business, Marketing, Communications, or related field
• 2 to 5 years of experience in customer service
• Microsoft Office-Word, Excel, and PowerPoint

Preferred

• Experience in reputation management or customer service
• Experience in social media platforms
• Strong organizational and time management skills
• Independent thinker with the ability to prioritize work and creatively solve problems
• Willingness to follow processes in place, and provide suggestions for process improvements
• High levels of personal accountability
• Strong/clear written and presentation communication skills
• Ability to handle multiple projects with various timelines
• Ability to demonstrate compassion, patience, and attentiveness to customer needs