Community Manager - Social Media

Hello,

My name is Shannon, and I am a Recruiter with The Fountain Group. We are a national staffing firm and are currently seeking a -------- Social Media Community Manager - Consumer Care for a prominent client of ours. This position is located in --100% Remote Details for the position are as follows:

Job Description:

Duration: 1 year

Pay: $45-56/hr.

Position Overview

We are seeking a Social Media Community Manager - Consumer Care to support consumer engagement and social media moderation for a leading consumer healthcare brand. This role will serve as a primary point of contact for consumers across social media, email, phone, websites, and online review platforms.

The ideal candidate has 3-5 years of experience in social media community management, consumer care, or a similar role, with hands-on experience managing consumer conversations, monitoring brand sentiment, and responding to questions and complaints across multiple digital channels.

Social media community management experience is strongly preferred over traditional customer service-only experience.

Key Responsibilities

• Manage and respond to consumer inquiries across social media, email, phone, websites, and online platforms within established service-level timeframes.
• Monitor brand social media channels, including Facebook, Instagram, TikTok, X, and other relevant platforms, for consumer questions, comments, complaints, and feedback.
• Respond to social media inquiries using approved response guidelines, ensuring communications are timely, accurate, empathetic, and on-brand.
• Monitor brand mentions, consumer sentiment, emerging trends, and conversations across social media and digital channels.
• Conduct social listening and brand monitoring to identify consumer pain points, product feedback, trends, and opportunities.
• Prepare recurring social listening and consumer insights reports highlighting key themes, sentiment trends, and consumer feedback.
• Monitor and respond to ratings and reviews across brand websites, retailer sites, and third-party platforms.
• Manage ratings and reviews platforms, including Bazaarvoice, to support consumer engagement and product feedback.
• Collaborate with brand, marketing, product, medical, legal, regulatory, and pharmacovigilance teams.
• Identify and appropriately escalate adverse events, product complaints, and safety-related concerns in accordance with company procedures.
• Maintain accurate documentation of consumer interactions and follow established SOPs, response matrices, and brand guidelines.
• Support new product launches by preparing FAQs, response matrices, escalation processes, and ratings/reviews programs.
• Track consumer inquiry trends, resolution rates, engagement, sentiment, and other key performance metrics.
• Provide consumer insights to brand and marketing teams to support product development and marketing strategies.
• Monitor competitor activity and relevant industry conversations.
• Support agency partners with social media platform access and coordination.
  
  

Required Qualifications

• Bachelor’s degree preferred in Communications, Marketing, Business Administration, or a related field; equivalent experience may be considered.
• 3-5 years of experience in social media community management, consumer care, customer experience, or a related field.
• Hands-on experience managing consumer interactions across multiple social media and digital channels.
• Experience with Social Media Management Systems (SMMS) such as:
• Sprout Social
• Sprinklr
• Khoros
• Hootsuite
• Experience with ratings and reviews platforms, particularly Bazaarvoice.
• Experience with social listening and brand monitoring tools.
• Experience with enterprise customer service platforms such as Verint, Genesys, or Medallia is preferred.
• Excellent written and verbal communication skills with the ability to create empathetic, professional, and on-brand consumer responses.
• Strong understanding of social media platforms, engagement best practices, and social media metrics.
• Strong analytical skills with the ability to identify trends and translate consumer feedback into actionable insights.
• Excellent attention to detail and ability to identify compliance-sensitive content.
• Ability to manage multiple channels and priorities in a fast-paced environment.
  
  

Preferred Qualifications

• Direct experience with Sprout Social and/or Bazaarvoice.
• Experience in pharmaceutical, biotech, consumer healthcare, CPG, OTC, or another regulated industry.
• Knowledge of FDA regulations and pharmacovigilance requirements.
• Experience identifying and escalating adverse events or product complaints.
• Fluency in Spanish.
• Experience with social listening platforms such as Brandwatch, Talkwalker, Sprout Social Listening, or Sprinklr.
  
  

Ideal Candidate

The strongest candidate will combine social media community management and consumer care experience with hands-on experience using social media management, ratings/reviews, and social listening platforms. Experience within pharmaceutical, healthcare, OTC, or another regulated environment is highly valuable, particularly for candidates who understand the importance of properly identifying and escalating safety-related consumer communications.

If you are interested in hearing more about the position please respond to this posting with your resume attached!