Engagement Specialist

The Engagement Specialist is responsible for shaping and sharing Cafe Rio’s brand voice across digital touchpoints including social media, email, SMS, and review platforms. You’ll play a critical role in content planning and execution across organic social, write compelling copy for lifecycle marketing campaigns, engage directly with Cafe Rio fans and community, and manage the brand’s online reputation.

The ideal candidate is a strategic thinker, a skilled writer, and a brand storyteller who thrives at the intersection of creativity and guest experience. You’ll bring the Cafe Rio brand personality to life through every post, message, and response—building stronger relationships with guests while driving engagement, loyalty, and brand love.

Responsibilities:

Social Media & Content Execution

• Own the day-to-day planning, creation, and publishing of organic social content across Instagram, Facebook, TikTok, LinkedIn, and emerging platforms
• Write captions and content that reflect and evolve Cafe Rio’s brand voice
• Collaborate with graphic designer and external creative partners to create compelling content that drives conversation, connection, and community
• Amplify user-generated content and local store moments in partnership with brand and field teams
• Track trends and platform best practices to keep Cafe Rio relevant and engaging 

Email & SMS Copywriting

• Write high impact copy for promotional, transactional, and lifecycle email and SMS campaigns optimized for the audience and channel
• Partner with rest of marketing team to ensure messages are on-brand, timely, and tailored to segmentation strategies
• Contribute to the voice and tone used in one-to-one digital marketing communications and loyalty touchpoints
• Maintain consistency and clarity across guest-facing channels

Community Engagement & Guest Interaction

• Actively monitor and engage with fans, followers, and guests across social platforms and brand mentions
• Serve as the “voice of the brand” in comments, DMs, and social conversation—driving connection and fast, friendly service
• Escalate guest service concerns and insights to appropriate internal teams when needed
• Identify opportunities for surprise-and-delight, brand advocacy, and user-generated content

Online Reputation Management

• Monitor and oversee response to guest reviews on location-based platforms like Google, Yelp, Facebook, and TripAdvisor
• Develop and update clear and consistent response strategies that align with the brand’s service standards and tone of voice
• Track sentiment trends and collaborate with Customer Care and Operations to close the loop on feedback

Cross-Functional Collaboration

• Align digital messaging and engagement strategies with brand campaigns, local activations, and promotional calendars
• Work closely with loyalty, brand, and creative teams to ensure a cohesive and compelling guest experience

Reporting & Insights

• Monitor engagement, sentiment, and performance KPIs across owned channels
• Use analytics and social listening tools to identify guest insights, content opportunities, and areas for improvement
• Share regular reports and recommendations with marketing leadership and cross-functional partners

Qualifications:

• 3–5 years of experience in social media, digital marketing, content creation, or guest engagement roles
• Exceptional copywriting and editing skills with the ability to shape and evolve a consistent brand tone
• Demonstrated success managing organic content across Instagram, Facebook, TikTok, and other platforms
• Experience writing and optimizing copy for email and SMS communications
• Familiarity with review platform tools (Yelp, Google Business, etc.) and native social platforms
• Ability to juggle multiple priorities with strong project management and collaboration skills
• Guest-focused mindset with strong attention to detail and real-time responsiveness

Preferred

• Experience working in restaurant, hospitality, or retail brands
• Familiarity with email/SMS platforms and digital reputation management tools
• Background in community management
• Bachelor’s degree in Marketing, Communications, Journalism, or related field

Job Breakdown (Percentage of Time Spent):