Percepta - Dearborn, MI

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Percepta is currently seeking an experienced Social Media Strategist for our Dearborn, MI location.

Position Summary

The IVT Social Media Strategist supports and manages the online communities and social media platforms for Ford- In Vehicle Technology. The position is responsible for the content development and online engagement in conjunction with In Vehicle Technology (IVT) Cross-functional team and measures top trends and reports out on emerging issues. The IVT Social Media Strategist mentors, trains, and provides leadership for the IVT Social Media team.

Duties and Responsibilities

*Manage the day-to-day operational activities surrounding the reporting & administration of the Owner to Owner online community and 3CSI social media monitoring tool.

*Provide feedback on emerging issues in a timely fashion and escalate as necessary to the appropriate department within the Cross Functional team (i.e. IVT, PD/CSSO, FCSD, Digital Strategy, Marketing)

*Monitor, investigate and escalate claims of inappropriate behaviour, and report on the safety and privacy of forum and social media participants.

*Re-direct posts inferring safety, legal and vehicle concerns to the CRC (via notification-only e-mails).

*Offer suggestions and strategies to promote and nurture the online community with the intent of keeping customers engaged and building a larger community base. Reach out to other internal customers for recommendations and input.

*Open and track forum concerns via support tickets/e-trackers to forum vendor, website vendor, and Ford IT. Follow-up on any production issues and escalate enhancements requests based on customer feedback. Perform User Acceptance testing as needed.

*Target influencers, seek opportunities to recognize forum participants, and facilitate conversations between the customer and company (i.e. news stories for PR; beta testing for Engineering).

*Promote the community forum and social media ventures internally and externally via case studies, interviews, summaries and presentations.

*Research forum and social media best practices and stay up to date on community thought leadership and through social media training. (i.e. WOMMA Certificate, webinars).

*Monitor the SYNC/MFT FMC Dealer message boards and engage with dealers as appropriate via the webmaster.

*Perform administration of the 3CSI Portal which includes reviewing and disposition records, creating daily summaries and weekly reports, and escalating any portal concerns.

*Attend IVT Social Media operational meetings, team status meetings, and any other related meetings.

*Report out on IVT social media escalated and emerging trends to CCGO, IVT , and Cross-functional team (i.e. engineering, PR)

*Take findings via social media channels and share them with IVT in order to improve knowledge base (i.e. internal phone matrix).

*Author quality documents to map all social media processes and work with the Instructional Designer when necessary.

*Work with QA team to properly calibrate social media team scores.

*Seek process improvements and new business opportunities within online communities and social media platforms.


What You Need to Have

*Diploma or a degree in Communications, Publishing, Marketing, or equivalent experience.


*3 years plus experience and familiarity with online community activity- preferably in a web administrator capacity.

*1-3 years supervisory experience preferred.

*1-3 years’ experience required with web applications and social media mining tools (ie: 3CSI)

*Knowledge and advanced level understanding of Facebook, Twitter, and online forums.

*1 year customer support with 3 rd party applications such as Co-Tweet.


*Excellent computer skills.

*Exceptional interpersonal skills. Value teamwork and need to be co-operative with others.

*Strong language skills in English. Canadian French proficiency is an asset.

*Adaptable technical and business writing skills to suit the needs of various end-users.

*Excels at prioritizing, multi-tasking and meeting deadlines in a fast-paced environment

*Solid word processing, organizational, follow-up, and a high level of coordination skills.

*Ablility to demonstrate tact, diplomacy, and a welcoming, trusting online personality. Ability to connect with various customescustomers and to translate company directives and community needs.

*Good judgement, problem-solving, decision making, and crisis management skills

*Builds positive relationships with various internal and external customers by being an advocate for both the community and the company by highlighting our customers' perceived needs and by following the corporate guidelines.

*Be self-motivated, pro-active, and highly dependable.

*Knowledgeable about the company and the product.

*Ability to be creative and to look for new opportunities.

*Ability to benchmark, consult and share expertise with internal customers regarding community building.

What We Offer
Percepta offers a competitive salary and benefits package that includes:
  • Health benefits for full time employees including Medical & Dental coverage.
  • Paid time off.
  • Great discounts on new vehicle purchases.
  • Discounts with local businesses and for entertainment venues.
  • Outstanding employee recognition programs and events.
Percepta offers a lively, inviting environment with managers that truly care and lead according to our core values. In fact all of our leaders and employees work to promote the value: Treat people with dignity and respect. We also strive to continually innovate and improve therefore feedback is highly valued at Percepta. Employee opinions and ideas for change are collected through surveys, focus groups, team meetings, etc and this info is used to improve and change the company.

Does Percepta sound like the place for you? Click on the Apply Now link below to tell us more about yourself…

About this company
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Percepta is a full-service, customer loyalty company. We work with our clients to help them establish and maintain strong, enduring...