Social Media Engagement Specialist

Ignite Social Media LLC; Birmingham (MI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Full benefits package

Mystery trips

Trendy and fun workplace

Diverse, interesting clients

Expert team

Job summary

Ignite Social Media LLC seeks a Social Media Engagement Specialist to manage reactive and proactive community engagement for major brands. You will collaborate with cross-functional teams and clients in a hybrid role with in-person days in Cary, NC or Birmingham, MI.

The ideal candidate has 3–5 years in consumer-facing social media, strong written communication, and experience with platform-native engagement. You’ll contribute to editorial planning and on-call rotations to support clients.

Qualifications

• 3-5 years' experience in consumer-facing social media reactive work, preferably for large retail brands (agency experience a plus).
• Customer service-oriented with empathy in social responses.
• Exceptional written and verbal communication skills.
• Experience using social media platforms for brands (Facebook, X, Instagram, TikTok, YouTube).
• Experience with Sprinklr or similar community management tools.

Responsibilities

• Manage daily social media reactive shifts to engage communities per brand guidelines.
• Optimize channel engagements by proposing new processes and workflows.
• Participate in on-call rotations during agency hours.
• Identify and flag UGC that the client brand can leverage.
• Use Sprinklr to answer client questions about volume, risk flags, trends, and more.
• Assist with scheduling team shifts and updates.
• Help onboard and train new team members for reactive shifts.
• Collaborate with clients and internal teams to meet goals.
• Cover weekend on-call shifts as needed (compensated).

Skills

Community management

Social media engagement

Customer service

Written communication

Attention to detail

Hybrid work

Tools

Sprinklr

Job description

Social Media Engagement Specialist

Interested in working for one of the World’s Top Social Media Agencies? Ignite Social Media isn’t just a thought leader in social media marketing— we’re the original social media marketing agency, and a force at work.

The Social Media Engagement Specialist role focuses on managing both reactive and proactive social media communities for large brands. It includes working closely with other community management staff, clients, and experts from other disciplines within the agency.

This is a hybrid position. Every Monday and Tuesday is in-person in either Cary, NC or Birmingham, MI.

Community Management Team Overview:

The community management discipline is responsible for many ongoing activities within clients' social media channels, such as:

• Reactive and proactive engagement between a brand and its online communities—applying the expertise of channel nuances and community members’ online behaviors to help optimize engagement and provide strategic insights and recommendations to clients and internal teams
• Editorial planning of social media content for channels such as Instagram, TikTok, Reddit, YouTube, etc.
• Working with content producers to execute content and manage revisions

This role focuses on engagement work in the channels of a major retail brand.

The ideal candidate has a passion for social media-driven brand engagement and is naturally proactive and curious, can follow defined and changing processes, isn't afraid to ask questions or suggest new ideas, and is exceptionally detail-oriented. This person should be extremely comfortable collaborating with clients and internal teams to ensure overall client goals and objectives are met.

Essential Duties and Responsibilities:

• Work daily social media reactive shifts to provide impactful community engagement using the brand's established community guidelines, specifications, and processes
• Find ways to optimize channel engagements— from creating new social responses to suggesting new processes or workflows
• Be part of our on-call rotations during agency business hours
• Identify and flag UGC that the client brand can potentially leverage
• Understand how to drill down in Sprinklr to answer client-specific questions about volume, brand risk flags, PR crises, trends, and more
• Assist with scheduling team shifts and updates
• Help onboard and train new team members to work reactive shifts after mastering them yourself


• Collaborate and problem-solve to ensure client goals and objectives are met


• Available to cover weekend on-call shifts, if needed (will be compensated accordingly)

Required Experience and Qualifications:

• 3-5 years' experience in consumer-facing social media reactive work, preferably for large retail brands (agency experience a plus)
• Customer service-oriented and an understanding of how to have patience and showcase empathy in social responses
• Exceptional written and verbal communication skills
• Extremely focused, organized, buttoned-up
• Professional experience using social media platforms for brands (Facebook, X, Instagram, as well as Instagram DMs, TikTok, YouTube, etc.)


• Experience with third-party community management engagement tools (Sprinklr/Sprinklr Certifications a plus)


• Nice to have: Experience working with a hybrid team and/or hybrid office model

WHAT WE OFFER:

• Competitive salary
• Full benefits package
• Mystery Trips (including an annual out of town trip)
• A trendy and fun workplace
• A steady stream of interesting clients
• A team of colleagues who are experts in their field

Ignite Social Media celebrates a diversity rich culture strengthened by equal employment opportunity.