Senior Staff Representative - Social Media - Chicago, IL (Marketing)
United Airlines - Chicago, IL

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Senior Staff Representative - Social Media - WHQ

Chicago, IL

Equal Opportunity Employer by Choice.

Travel subject to service charges/restrictions. Bonuses awarded only under terms of United's policies.

NO AGENCIES PLEASE

Overview

The Senior Marketing Representative will work with subject matter experts and other partners across departments to plan, develop, and manage meaningful content across multiple digital channels. The Senior Marketing Representative of Social Media Campaign & content will help manage the execution of the social voice including presentation and functionality on Facebook, Twitter, YouTube, and other social sites as well as United’s customer engagement portal - the United Hub at unitedhub.com. This position requires a deep understanding of customer interactions online, issues management, ecommerce sites, and experience in a fast-moving, ever changing and dynamic environment. Strong relationship and liaison skills with experience at working cross functionally and interacting with partners at all levels, as well as, the ability to evaluate and change priorities routinely and to perform efficiently within a fast paced team environment.

Responsibilities

This position will be responsible for monitoring the Social media channels, routing and responding to customer mentions and comments/posts.

This role will contribute to the ongoing engagement in the channels and executing strategy for the social media operations that align with United's business objectives.

The Senior Marketing Representative will manage the execution of the customer support processes for Facebook, Twitter, YouTube, Instagram, LinkedIn and other social sites as well as United’s customer engagement portal - the United Hub at unitedhub.com.

The position will support management of reporting Voice of Customer and issues escalations.

The role requires knowledge and experience managing social media channels, making updates, crafting responses and content.

In addition, the position will be responsible for providing measurement and key metrics to understand and assess the effectiveness of social media efforts and the current state of activities in the channels.

This position requires a deep understanding of customer social media behavior, the social media space and experience in a fast-moving, ever changing and dynamic environment.

The candidate must have strong relationship and liaison skills with experience at working cross functionally and interacting with partners at all levels.

In addition the candidate must have the ability to evaluate and change priorities routinely and to perform efficiently within a fast paced team environment.

The Senior Marketing Representative will help strategize and execute a comprehensive influencer engagement program for followers/fans of United in all Social Media channels.

Qualifications

Education

Bachelor’s degree in Communications, Marketing or New Media required.

Knowledge/Skills

Experience in executing programs across multiple social media platforms required.

Working knowledge of social media best practices and trends required.

Understanding of interactive marketing including mobile, video and other digital mediums required.

Excellent verbal and written communication skills including the ability to translate key messages into channel appropriate communications required.

Strong project management skills including the ability to manage multiple, competing priorities required.

Proven analytical skills and superior attention to detail required.

Strong problem solving and interpersonal skills required.

Ability to articulate conceptual ideas in pragmatic/business terms required.

Outstanding communication and presentation skills preferred.

Experience

3+ years of marketing communications or Public Relations experience including experience managing and executing social network platforms required.

5+ years preferred.

Airline or travel industry experience preferred.

Other

Must be available and connected outside of business hours (evenings and weekends) required.

Must be a self-starter and work well in a group/project environment required.

Knowledge of social media platforms/tools required.

Strong technical knowledge of digital technologies required.

Must be legally authorized to work in the United States for any employer without sponsorship.

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