Social Media Engagement Manager

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Job description

Job Category: Contact Center

Requisition Number: MANAG001698

West Bend, WI 53095, USA

Job Details Description

Are you ready to take the next step in a career you can BELIEVE in?

• Do you have a strong belief in the 2nd Amendment?
• Do you support the natural-born right to armed self-defense?
• Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)?

Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA.

The USCCA helps responsible Americans avoid danger, save lives, and keep their families safe. Learn more about the USCCA at

Position Summary:

Are you ready to transform your communication and leadership skills into a rewarding career with a mission-driven organization? If so, consider joining us at Delta Defense. We're seeking a Social Media Engagement Manager to lead our Social Moderation team, actively managing user-generated content across all social media platforms. Your role will be crucial in fostering customer loyalty and maximizing insights for the USCCA brand.

As a Social Media Engagement Manager, you'll oversee a team of social media moderators, driving audience engagement and enhancing brand visibility and reputation. You'll cultivate a positive, growth-focused team environment through morale-boosting activities and regular interactions to ensure your team's success. Expect to hold regular meetings to review performance, discuss opportunities, celebrate achievements, and provide necessary resources for your team.

Additionally, you'll be responsible for overseeing and reporting on our brand's online reputation, ensuring the moderation team effectively responds to reviews on various websites. Reporting to the Contact Center Director, you'll provide analysis, direct supervision, coaching, and development for a team of on-site, hybrid, and remote advisors. You will also collaborate with contact center leadership and public relations, providing marketing teams with insights for the ideation, creation, and moderation of our online activities.

If you're passionate about building a strong online community and leading a dedicated team, this role is for you.

This position is based at our corporate headquarters in West Bend, Wisconsin. Preference will be given to candidates who live within a commutable distance to our headquarters in West Bend, Wisconsin with a hybrid approach to both remote work and in-office work 3+ days per week.

Essential Duties & Responsibilities:

• Develop and execute strategies and tactics to grow and strengthen the online community.
• Understand our competitive and industry landscape. Remain aware of competitors' topics, activities, and tactics.
• Manage, mentor, and lead a team of social media moderators by providing guidance, training, and feedback to ensure the team's effectiveness and continuous improvement.
• Oversee the moderation of comments and private messages across all USCCA social media platforms to ensure adherence to community and compliance guidelines.
• Collaborate to ensure content aligns with community guidelines, brand values, and legal requirements.
• Serve as the primary point of contact between the social media moderation team and the organization.
• Build and maintain social listening by leveraging best industry practices.
• Own online reputation scorecard, helping the business understand public perception.
• Oversee replies to online reviews in collaboration with the Public Relations Director.
  • Address and oversee consumer review platforms like BBB and Trust Pilot reviews to safeguard and enhance the business's reputation.
• Identify and address inappropriate or offensive content promptly.
• Extract insights from online and share them via reporting for leadership across the business to better understand what's occurring online.
• Effectively address crises and sensitive topics/situations across social media platforms.
• Work closely with relevant departments to address customer concerns effectively.

Skills/Abilities, Experience, and Education Requirements:

• Possesses a thorough understanding of and passion for the 2A community and demographics.
• Minimum of 5 years of professional experience managing or leading people is required.
• High school diploma or GED.
• A bachelor's degree in communications, marketing, or a related field - or equivalent experience.
• Experience in successfully building and managing a community on social media channels to build loyalty and forge strong bonds with the audience.
• Excellent written and verbal communication skills.
• Demonstrated understanding of online community dynamics and social media platforms.
• Proficiency in using community management tools and analytics platforms.
• Demonstrated success collaborating with cross-functional teams (e.g. marketing, customer support, legal)to address issues and align strategies.
• Strong problem-solving and critical thinking skills to handle complex or sensitive situations that may arise in social media interactions.
• Proven ability to handle crises and navigate sensitive topics with professionalism and discretion.
• Customer-centric mindset with a focus on providing excellent service and fostering a positive online community experience.
• Understanding of legal considerations related to social media, including privacy laws, content regulations, and intellectual property.
• Adaptability and willingness to stay informed about industry trends and best practices.
• Required to acquire/ maintain Producer Property and Casualty License. Paid training provided for all hires.
• Demonstrates the Core Values of Delta Defense, LLC.

Why YOU should Work at Delta Defense!

• 23 Days of Personal Time Off, 8 company holidays, plus paid day of volunteer service annually
• Personal protection, fitness, and home office reimbursement program ($500 annually)
• Robust insurance coverage options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
• Complimentary USCCA Elite membership & store discounts
• Nationally recognized in 2023 as a Newsweek Top 100 America's Most Loved Workplace
• Top Workplaces USA award in 2022!
• Named on Inc. 5000 "Fastest Growing Private Companies" list 13 years in a row!
• Milwaukee Journal Sentinel "Top Workplace" award 7 years in a row!
• Milwaukee Business Journal "Best Place to Work" award 6 years in a row!
• We are a fun, fast-paced, and rewarding place to work and grow!

Benefits information can be reviewed at:

Anticipated application close: 10/18/2024

PM19

September 17, 2024

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