Remote Content & Customer Experience Manager

Summary

Join Ogilvy and become a Partner Professional providing community management services to meet marketing and social commerce objectives. Create, execute, and update social media content plans, develop consumer-friendly conversations spiels, monitor and report performance of published online content and community interactions.

Responsibilities

• Create, execute, and update social media content plans
• Content development includes content research, content ideation, copywriting, and artwork development
• Publishing or scheduling of planned and ad-hoc social media content
• Monitor and report performance of published online content and community interactions
• Develop consumer-friendly conversations spiels based on anticipated and actual consumer feedback
• Adhere to specific turnaround time for response management and escalation of issues, as agreed upon with the brand
• Manage online customer databases created in the course of response management
• Reach the monthly quota on number of customer interactions, as agreed upon with the brand
• Schedule and publish approved content calendars and other digital assets needed to meet marketing and social commerce objectives
• Function as chatbot live chat counterpart, website chat, and/or email support during assigned shift hours
• Proactively initiate and sustain outbound sales or lead generation driving conversations
• Assist in monitoring online issues/crises across owned and earned media sources
• Create regular and ad-hoc reports, and page audits related to trendspotting, response management, issue/crisis management, social commerce, and community performance
• Spot opportunities for trendjacking, influencer conversations, and interjections that clients can maximize for engagement
• Chatbot development and monthly maintenance support via a white label platform (no programming skills needed)
• Maintain a constant awareness of general online trends and conversations related to their overall scope of work
• Be available for contact during regular shift hours via online and mobile
• Log on his/her weekly accomplishments via the Company’s Activity Log System