The Sr. Associate, Social Media will report to the Senior Manager of PR & Communications. They will serve as the owner and voice of Home Chef and Tempo across our key social media platforms (8+ accounts), managing our digital presence and community engagement strategies and ensuring best-in-class communication that reflects our brand values and accurately represents our products and services.

The Sr. Associate, Social Media will execute initiatives across our organic social channels for both Home Chef and Tempo brands and will proactively activate our most engaged followers and customers across marketing to help boost brand awareness and customer loyalty.

Detailed Responsibilities

Social and Community Management:

• Own the organic social strategies for both of our brands, Home Chef and Tempo. This involves regular auditing of organic practices to gauge success, reporting on successes and areas of opportunity, and ongoing content adaptation across social platforms.
• Be the voice of Home Chef on social media, ready to engage with our audience members on everything from service inquiries and delivery issues to celebrating their mealtime wins in an approachable, friendly way. Translate brand voice guidelines to each audience based on channel and content.
• Monitor Home Chef and Tempo’s key social media platforms* ( Instagram, Facebook, TikTok, etc.) daily, including organic and paid activity, responding to or redirecting audience comments to our Customer Support team as needed, vetting brand opportunities that come through social platforms, and more.
• Manage our social planning and listening tool – schedule and post content, monitor performance, track results, and monitor conversations around specific campaigns. Proactively track how our brands are being talked about online to address issues and take advantage of engagement opportunities.
• Work closely with our Customer Support team to stay up to date with information impacting our product and services to help provide the best customer experience possible for our community members. Monitor online conversations when crises occur and manage as needed.
• Review user generated content (UGC) and obtain the rights to high quality submissions to curate relatable content to post across channels
• Report on channel results for Home Chef and Tempo, namely community growth, engagement, sentiment, customer feedback patterns, and implications for the future
• Be a resource for all things organic social. Monitor and report on content trends and practices among competitors and industry leaders. Proactively share learnings and insights, and implement new tactics based on those insights.

Campaign and Brand Team Support:

• Work within the Brand Team, especially the Sr. Manager of PR & Comms, to deploy campaign messaging and awareness strategies that engage our target audience and communities. Support brand comms and PR campaigns with activations that drive customer engagement.
• Work closely with the Brand Creative Team to ideate and develop content for social channels, at times creating content based on brand guidelines, templates, and design best practices imparted by the creative team. Lead all creative briefs for organic social channels.
• Partner with the Partnerships Team on cross-promotion of influencer campaign content, determining what partners and content types are a fit for Home Chef and Tempo organic channels. Keep up a steady drumbeat of engagement with key partners on social channels.
• Regularly report on metrics of campaign content to inform strategy of future brand campaigns and optimize content across channels (i.e. share paid content on organic and vice versa) when appropriate
• Participate in brand team meetings and share ideas and insights that contribute to the broader marketing calendar, competitor differentiation, etc.

Reputation Management

• Build a trusted brand presence in digital spaces with a consistent voice
• Lead the customer review management strategy, working closely with the lifecycle marketing team to disseminate review requests, track performance, and adapt the strategy based on results. Monitor and respond to reviews on active review platforms, such as Facebook, TrustPilot, Google, BBB, etc. using community management guidelines.
• Identify opportunities to engage and leverage Home Chef and Tempo’s community – from customers to influencer partners – via engagement and “surprise and delight” tactics.
• Lead reputation management strategy on emerging channels, such as Reddit, YouTube,and other forums that contribute to LLM results.Work closely with Customer Support on developing and adapting cadence and messaging for each platform.
• Monitor and report on how competitors approach reputation management and emerging digital communities. Use learnings to adapt Home Chef and Tempo’s strategies.

This position requires 0-5% travel.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

• 5+ years in a social and community management role, whether in house or at an agency
• Proven ownership of organic social media strategy
• Excellent written and verbal communication skills
• Ability to work well across teams as well as proactively in a self-directed manner
• Attention to detail and and solution-oriented problem solving
• A strong interest in social media trends, with digital marketing knowledge a plus
• Experience working within social tools/platforms (i.e. Meltwater, Sprinklr, Hootsuite, etc.)
• Experience in design platforms (Canva, Adobe, etc.) a plus
• An interest in home cooking and / or food media is encouraged

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