Feb 7, 2013
Apr 9, 2013
Headquartered in Wilmington, Del., Barclaycard US creates customized, co-branded credit card programs for some of the country's most successful travel, entertainment, retail, affinity and financial institutions. The business employs 1,300 associates.
Barclaycard, part of Barclays Global Retail Banking division, is a leading global payment business that helps consumers, retailers and businesses to make and accept payments flexibly, and to access short-term credit when needed.
The company is one of the pioneers of new forms of payments, and is at the forefront of developing viable contactless and mobile payment options for today and cutting edge forms of payment for the future. It also issues credit and charge cards to corporate customers and the British Government. Barclaycard partners with a wide range of organizations across the globe to offer their customers or members payment options and credit.
Barclaycard operates in the United States, Europe, Africa and the Middle and Far East.
Content Sourcing and Publishing:
Define, develop and Deploy Social Media content across social network communities for Branded and Partner Social Networks. Develop and manage social media content calendars utilizing a social media management system. Integrate the social media assets with other digital assets (website, email, etc.).
Content Monitoring and response/engagement:
Proactively monitor all conversations about our Brand, Partners & Competitors utilizing social media monitoring tools. Respond and engage as required. Interact with social customer care and partner management teams for social media issue resolution. Share social insights garnered from social media monitoring with team, partners, management and other key internal stakeholders to ensure they are kept aware of these critical customer experience insights. Monitor competition through the social media monitoring tool. Keep all key internal stakeholders up to date on the latest trending topics found.
Social Customer Care
: Assist the Social Media Lead in deploying and managing a social media customer care workflow that finds customer questions and issues in social media and workflows them to Sales & Service and Office of the President teams for resolution. Work with the Social Care team to report on a monthly basis the number of care issues triaged, the resolution process and time taken to resolve.
Use social media measurement tools to evaluate the social reach and engagement performance and growth of our Brands & Partners. Work with Digital Analytics team to ensure social media analytics are included in our Digital Scorecard reporting. Analyze and prepare monthly reporting from our social media monitoring platform to report on monthly social media mentions and sentiment for our Brands, Partners & Competitors.
RELATIONSHIP & PROGRAM MANAGEMENT (30%):
Implementation and participation in development of Social Media Strategy.
Partner with internal departments to align their needs with the social media strategy roadmap.
Work with all external agencies to implement recommended content and promotions.
Develop and foster relationships with Brand & Partner content developers and contributors.
Assist the Social Media Lead in implementing and monitoring the ongoing compliance of all social media policies and processes.
Lead the technical and administrative functions of all the Social Media technologies utilized.
Budget accountability and management.
BA/MBA in business, marketing or communications preferred.
2+ years proven and recent experience in a Social Network Community Management role in a fortune 500 company preferred, along with 5+ years in marketing or agency experience.
Demonstrated ability to create a connected and loyal customer base, as well as the ability to be collaborative and communicate with colleagues, cardmembers, partners, management and executives.
Strong presentation and communication skills to positively influence, gain support for, and keep Stakeholders apprised of project status, risks, issues, schedule, key challenges.
Excellent command over the English language and expert writing, editing and proofreading.
Experience using social content management, workflow and listening tools for business and marketing required.
Current knowledge of industry news, product launches and technologies in Social Media.
Ability to establish and grow rapport with a variety of people to build trusting and honest relationships, including a good understanding of what's important to each Stakeholder group.
Ability to multi-task, work under pressure and manage time-sensitive, detailed-oriented, multi-faceted projects, a self-starter with the willingness, and desire, to "roll up your sleeves" and get the job done with minimal direction.
Proficiency with MS Power-point, Excel, Outlook, Word required, Basic understanding of HTML.
Knowledge of current blog and community application platforms a plus.
Strong Experience with search engine optimization and online analytics for social or direct response a plus.
Experience with paid social media campaigns preferred.
Financial services experience preferred but not required.
Raising the bar for global finance, Barclays owns one of Europe's largest banks, a top market-making investment bank, the top UK credit...