Sr. Manager, Social Media - Customer Experience

Job Description

Sr. Manager, Social Media - Customer Experience (CNN+)

CNN invented cable news in 1980, defined online news in 1995 and is now taking the next step in expanding what news can be by launching CNN+. With an unrivaled global reach, storytelling, and world class talent, we are building CNN+, a streaming product that will grow the reach and scope of the CNN brand in a way that no one else is doing.

We are journalists, designers and technologists, all united by a powerful mission to inform, engage and empower the world. Join the most trusted and recognized name in news as we build our next chapter.

The Job

The Senior Manager, Social Media-Customer Experience is responsible for supporting our current and future subscribers with their inquiries and issues across organic and paid social media. You will act as the internal voice of the customer, partnering cross-functionally to support our customers and ultimately improving conversion and retention for CNN+.

The Daily
• Develop, lead and execute the customer care strategy across organic and paid social media
• Interact directly with future and current CNN+ subscribers, writing copy that facilitates positive and genuine conversations about CX-related issues
• Actively monitor relevant social channels and platforms to ensure we're adequately tracking, responding to and guiding CX-related discussions
• Develop and maintain a knowledge base, helping junior staff and cross-functional teams relay to consumers an expertise of CNN+ that simplifies and strengthens their overall experience with our product, content and service
• Build a CX-minded community and ensure they feel that their thoughts are heard, and valued through positive and constructive engagement
• Capture and track relevant conversations and KPIs, presenting insights, observations, success metrics and opportunities for improvement to cross-functional stakeholders, like Product, Acquisition and Retention
• Develop and maintain a social CX tone of voice, ensuring standardization across junior staff and alignment with broader brand guidelines

The Essentials
• 5+ years of experience leading customer support on social media for a subscription or SVOD product
• Experience with social media, community management and reporting tools (Sprinklr, Sprout Social, Hootsuite, NetBase, ListenFirst, Conviva, etc.)
• Hands-on experience with developing and reporting on metrics and KPIs for business goals, process improvement projects and campaign management
• Exceptional communication skills, with a demonstrated aptitude for social writing and the ability to break down and communicate technical concepts to a non-technical audience
• A positive, empathetic and professional attitude and demeanor, professionally representing CNN and CNN+ at all times
• The ability to effectively perform under pressure, identify and delegate tasks, and pay close attention to detail while staying focused on the big picture
• Process-minded and adept at operational effectiveness and problem solving
• Ability to effectively communicate and influence cross-functionally across all levels
• Strong presentation skills are a must

Jobcode: Reference SBJ-d55n6e-18-226-93-207-42 in your application.