Responsibilities

• Monitor brand social channels daily, responding to comments and messages while escalating issues as needed to maintain a positive and responsive owner presence
• Track owner sentiment, identify trends, and summarize insights for Marketing, Customer Experience, and Product teams
• Respond to owners and prospects across social platforms in a timely, brand-appropriate manner to build trust and advocacy
• Support monthly Owner Newsletter content planning, QA, and deployment coordination
• Assist with CRM lifecycle and retention communications, including content execution and performance monitoring
• Publish approved content across social platforms while ensuring consistency, accuracy, and alignment with brand voice and campaign priorities
• Capture Voice-of-Customer (VoC) insights, recurring themes, and owner feedback to inform CRM, CX, and marketing strategies
• Support service retention, return-to-market, and owner engagement initiatives
• Partner cross-functionally with Brand, Digital, Retail Marketing, CX, and Customer Care teams to ensure a seamless owner experience
• Identify and elevate positive owner stories, user-generated content, and advocacy opportunities that strengthen community engagement and brand affinity

Requirements

• 3+ years of experience in CRM, lifecycle marketing, social media community management, or customer engagement roles, preferably in a consumer-facing or brand environment
• Hands-on experience assisting with social media channels, including community engagement, response management, and escalation handling
• Familiarity with CRM platforms and email marketing tools (e.g., lifecycle communications, newsletters, segmentation, and campaign QA)
• Strong writing and communication skills with the ability to adapt tone for both owned communications and real-time social engagement
• Experience monitoring social sentiment, identifying trends, and translating Voice-of-Customer insights into actionable recommendations
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, consistency, and attention to detail
• Demonstrated ability to collaborate cross-functionally with Marketing, CX, Brand, and Customer Care teams
• Experience identifying or working with user-generated content (UGC) and supporting content amplification or advocacy programs
• Strong judgment in customer interaction and escalation management, with a focus on brand reputation and customer experience
• Comfortable using data and performance metrics (e.g., engagement, open rates, response SLAs, sentiment) to guide decisions and improve outcomes

Preferred

• Experience balancing CRM execution and social community management in a hybrid, fast-moving role
• Familiarity with automotive or similarly complex product ecosystems and customer lifecycles
• Strong community-building instincts, with the ability to spark engagement and foster owner-to-owner connection
• Excellent writing skills with strong control of tone, voice, and brand consistency
• Customer-obsessed mindset with a focus on advocacy, storytelling, and elevating owner experiences

Benefits

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.