What are the responsibilities and job description for the Social Media Specialist position at Leslie's Poolmart, Inc.?
DIVE IN TO A NEW CAREER WITH LESLIE'S:
Founded in 1963, Leslie's is the largest and most trusted direct-to-consumer brand in the U.S. pool and spa care industry. We serve the aftermarket needs of residential and professional consumers with an extensive and largely exclusive assortment of essential pool and spa care products. We operate an integrated ecosystem of 900 retail locations, backyard service and repair, a robust digital platform, and manufacturing and distribution divisions across 35 states—enabling consumers to engage with Leslie’s whenever, wherever, and however they prefer to shop. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's.
Job Overview:
The Social Media Specialist is responsible for monitoring, managing, and responding to customer reviews across all social media and review platforms. This role is critical in protecting and enhancing brand reputation, driving customer engagement, and providing actionable insights into customer sentiment. In addition to timely and professional responses, this role analyzes feedback to identify trends, themes, and opportunities to improve the overall customer experience. Insights will be shared cross-functionally to support continuous improvement across the organization.
Responsibilities:
- Review Management & Customer Engagement
- Monitor, manage, and respond to customer reviews and messages across multiple social media and review platforms, including (but not limited to) Google Reviews, Yelp, Yotpo, and other feedback channels.
- Engage with customers in a professional, timely, and brand-aligned manner to support positive customer experiences and protect brand reputation.
- Identify and escalate customer concerns, trends, or urgent issues to appropriate internal teams for resolution.
- Support overall reputation management strategies to strengthen brand trust and customer loyalty.
- Data Analysis & Reporting
- Analyze customer feedback to identify recurring themes, sentiment trends, and opportunities to improve customer experience, products, and services.
- Develop and maintain dashboards and reports to track and analyze review data by territory, district, and individual location.
- Provide insights and feedback summaries to cross-functional teams to support informed business decision-making.
- Maintain consistent documentation of customer interactions, feedback trends, and performance metrics.
- Cross-Functional Collaboration
- Collaborate with marketing on campaigns, response strategies, and customer engagement initiatives.
- Partner with internal teams to ensure customer feedback is addressed and improvements are implemented.
- Continuous Improvement & Additional Support
- Stay current on platform updates, review guidelines, and industry best practices in social media and reputation management.
- Perform additional operational or business-related duties as assigned to support company goals.
Qualifications:
- 2 years of experience managing social media, online reviews, or customer engagement platforms preferred.
- Strong written communication and customer service skills.
- Ability to respond professionally to both positive and negative customer feedback.
- Experience with reporting tools such as Excel, Google Sheets, or business intelligence platforms.
- Strong analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Basic understanding of customer experience and brand reputation management principles.
We offer our employees competitive compensation, extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.
Leslie’s recognizes a critical component to our continued success is our people. Leslie’s is proud to have a culture of inclusion that seeks to celebrate and embrace the different backgrounds and perspectives that help drive our success and support team members in developing and growing with us. We aim to create a workplace where all team members feel welcomed and valued and inspire each other every day.