Maintains the integrity of the company’s brand via social and digital channels by creating processes, procedures and programs that help meet and engage customers where they are showing up. This is a customer care role – not a paid or organic social media role that develops or deploys content.Compensation Minimum:$68,200 / yearCompensation Maximum:$109,200 / year
Compensation may vary based on the job level and your geographic work location.
About American Family Insurance:
- We are dream champions and difference makers. We change lives for the better.
- Your big ideas and collaborative spirit can help us convey those messages to customers across our enterprise.
- We’re a Fortune 300 company operating in all 50 states, looking for highly creative and insightful marketing professionals. In this role, you’ll reach current and new customers with engaging, effective and memorable marketing initiatives and help build a brand that’s relevant to their lives.
- If you want to create, manage and execute strategies that engage customers, expand markets and support our growing enterprise of companies, you’ll fit right in.
- We unapologetically promote inspiring, protecting and restoring our customers’ dreams … and yours.
Level Summary
- Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
- Solves complex problems
- Works independently, receives minimal guidance
- May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives
- Acts as a resource for colleagues with less experience
As part of the Social Care team, the Social Media Communications Senior Specialist will primarily focus on:
- Leads community engagement, surprise and delight programs, the Twitter and Facebook chatbot functionality and other projects as needed
- Engage, moderate and populate related social channels and forums, proactively or reactively
- Help maintain brand voice guidelines to ensure consistency throughout all our communications
- Work with the team and agency partners to improve processes, programs and functionality of systems
- Will participate in the on-call rotation
The preferred candidate will have:
- Writing experience and editing communications
- Persuasive writing and grammar experience with outstanding proofreading and syntax skills
- Exceptional customer care experience
- Strong understanding of the social media landscape best practices
- Experience successfully managing multiple projects simultaneously while working with various stakeholders and teams
- Experience managing insurance or financial brands in the community space is a plus
- A team player who loves to collaborate at all levels
- Experience using Sprinklr or a similar social media solution
Success in this role means:
- You will be successful if your core values and work you’ve done speaks to executing, building relations, influencing, being strategic.
- Examples include being proactive and resourceful, being a team player and open-minded, focused on results and communication, and being analytical and futuristic.
Travel Requirements
- This position requires travel up to 10% of the time.
Specialized Knowledge & Skills Requirements
- Demonstrated experience providing customer-driven solutions, support or service
- Strong experience with effective verbal and written communication
- Extensive knowledge and understanding of social media channels
- Demonstrated experience using social media to positively influence others
- This position requires previous experience with social media, prior experience using Sprinklr (or similar tool) a plus.
- Demonstrated project management experienced preferred.
- This position reports directly to a Marketing Manager.
- There is some on-call responsibility required on a rotating basis.
- Travel 3-5 times annually expected on average.
Offer to selected candidate will be made contingent on the results of applicable background checks.
Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.
Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. Sponsorship will not be considered for this position.
This position may be considered for a Full-Time Remote work arrangement based on the selected candidate’s location. We know flexibility is important to our employees and their families, and we will continue to offer flexibility in this role. This approach will guide us in balancing the needs of the business, customers and our employees.
Preferred locations for this role include:
Madison, WI
- Other locations and remote work may be considered
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.