Director, Social Media & Customer Engagement

Responsibilities

• Own & Execute Social Media Strategy
• Define and own the enterprise social media strategy across all platforms (Instagram, TikTok, YouTube, LinkedIn, Facebook, and emerging channels), aligned to brand, commercial, and audience-growth goals for both practitioner and consumer segments.
• Set the channel roadmap, publishing cadence, and platform-specific playbooks; decide where Metagenics should lead, participate, or stay out.
• Own social KPIs end to end — reach, engagement rate, audience growth, share of voice, community sentiment, and contribution to pipeline and revenue — and report performance to senior leadership.
• Manage the social media budget and the platform, listening, publishing, and analytics tech stack.
• Build the Customer Engagement Framework
• Design and operationalize a customer engagement framework that governs how Metagenics listens and responds across social, community, reviews, and DMs — defining tone, response-time standards, escalation paths, and hand-offs to customer care, medical/regulatory, and sales.
• Grow and nurture owned communities and advocacy programs that deepen loyalty, retention, and lifetime value among both practitioners and end consumers.
• Establish a social listening and voice-of-customer practice that feeds insights back into product, education, and marketing — mirroring how leading category brands let community feedback shape content and product development.
• Partner with customer care and medical affairs to ensure engagement is fast, on-brand, empathetic, and compliant.

Requirements

• 10+ years in social media, community, or digital marketing, including 3+ years leading and developing teams.
• Proven track record building and scaling social and community programs that drove measurable growth in engagement, loyalty, and revenue — ideally in health, wellness, supplements, beauty, CPG, or another highly regulated, trust-driven category.
• Deep, current fluency across major social platforms and their formats, algorithms, and creator ecosystems.
• Demonstrated experience designing and running influencer/partnership programs, including vetting, contracting, and ROI measurement.
• Strong editorial judgment and the ability to translate technical or scientific information into clear, credible, engaging content.
• Comfort operating within regulatory and compliance guardrails (e.g., FTC disclosure, health/supplement claims substantiation).
• Excellent leadership, communication, and cross-functional collaboration skills, with a data-informed approach to decisions.

Preferred

• Experience marketing to both healthcare practitioners and end consumers, or in a hybrid B2B/B2C model.
• Familiarity with the professional supplement, functional medicine, or personalized nutrition landscape.
• Hands-on experience with social listening, community, and analytics platforms.

Benefits

• Medical, dental, vision
• Annual employer HSA (Health Savings Account) funding for eligible employees who elect an HSA medical plan
• STD, LTD, Basic Life AD&D coverage
• 401k + employer matching
• Vacation and Sick Time
• 2 Volunteer Days off per year
• Emergency evacuation time off
• 11 paid company holidays
• 1 Floating holiday to celebrate your birthday or important religious/holiday to you
• Quarterly product allowance to use towards your favorite Metagenics products!