Senior Associate, Social Community Management & Processes at Capital One | McLean, VA

Capital One

Senior Associate, Social Community Management & Processes

McLean, VA (Unknown)

Salary Not AvailableSenior Level2+ years expFull time

Posted 4 months ago

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Job Summary

Drive social community management and real-time engagement for a major brand across channels.

Must-have: at least 2 years in social community management and use of social tools.
Standout: crisis-management support and data-driven cross-functional insights.

Job Description

Responsibilities

Lead the development of best-in-class strategies for engaging with customers and the public across all of the company’s social media channels.
Oversee and support the day-to-day community management operations, including moderation, ensuring timely, compliant, and on-brand responses to inbound social commentary, both directly and through an agency partner.
Lead quality assurance processes for enterprise and Brand-owned social media properties.
Drive continuous process improvement by documenting, and optimizing enterprise-level workflows and operational efficiency for content calendaring and publication management.
Lead real-time engagement initiatives that deepen consumer experiences in social media.
Monitor social consumer trends, analyzing key learnings and surfacing data-backed insights and recommendations to cross-functional partners to inform and optimize campaigns.
Support crisis management protocols with insights teams by providing timely escalation reporting, decision support, and monitoring the team inbox to guide requesters or direct them to the proper point of contact.
Contribute to a positive team environment by training and briefing community managers on processes, brand voice, best practices, and campaign engagement strategies

Requirements

Bachelor’s Degree or Military experience
At least 2 years of social community management experience
At least 2 years of social media marketing experience, including proficiency with social media tools (such as Meta Business Suite, Business Managers and Sprinklr)
At least 2 years of relationship management in a digital agencies or as a contractor
At least 2 years of social media reporting experience

Preferred

3+ years of experience in social or digital marketing experience
3+ years of experience managing complex processes across multiple stakeholder groups and implementing process improvements
3+ years of experience in marketing operations, public relations or crisis management
3+ years of experience in financial services, or other highly regulated industry

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Capital One

3.8 Glassdoor

At Capital One, we're making things better for our customers and associates through innovation and collaboration. We were founded on the belief that everyone deserves financial freedom—and are dedicated to a world where all have equal opportunity to prosper. Banking is in our DNA, but we are so much more than a bank. We always think about what’s next—and how we can bring our customers the tools needed to improve their financial lives. Your ideas, experiences and skills will help make banking better. You’ll be part of a supportive culture while earning amazing benefits. That’s life at Capital One. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. View our Social Media Community Guidelines https://www.capitalone.com/digital/social-media/

Founded in 1994

McLean, Va, US

62K employees (2,158 in marketing)

www.capitalone.com

67% recommend to a friend

80% CEO approval