Social Media Response Associate

Work closely with Digital Reputation Manager to execute a multi-platform strategy for responses and proactive communications. Incorporate learnings from consumer feedback into content plan. Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way. Brainstorm, organize and execute community initiatives focused on supporting and retaining Nutrafol customers. Engage with online community responding to comments in a timely manner. Identify, monitor, and respond to reviews and comments on various social media and product review platforms. Manage social listening tools to monitor positive/negative comments and topic trends. Collaborate with various teams to develop appropriate responses to external comments, reviews, and ratings. Create monthly sentiment reports with Digital Reputation Manager. Communicate with the paid team on a weekly basis to report on trends and flags. Assist the Communications team with testimonial program using community knowledge. Reflect Nutrafol's voice and public perception across all social platforms with responses. Provide customer support that mirrors the tone of our posts and aligns with company values. Handle escalations in real time, including medical questions and operational issues. Be a cross-functional partner with various teams.

Key Responsibilities

• Execute multi-platform strategy for responses and proactive communications
• Incorporate consumer feedback into content plan
• Monitor, analyze, and summarize sentiment learnings

Requirements & Qualifications

• 2-3 years of relevant customer service and/or social media experience
• Strong copywriting skills for different channels
• Understanding of community impact in digital spaces