Responsibilities

• Serve as a primary support resource for franchisees and internal teams, providing assistance with social media platforms, listings management, and account access
• Manage and maintain brand social media profiles across platforms, including profile creation, updates to business information, and user access permissions
• Oversee and maintain location listings (creation, verification, updates, asset uploads, deactivations) across platforms such as Google Business Profile, Yelp, Apple Maps, and other directories to ensure accuracy and consistency
• Schedule, quality check, and publish social media content across platforms for the OYB program using tools such as Rallio; ensure accuracy in links, formatting, and tagging prior to deployment across all locations
• Manage OYB enrollments, add them to the system, set up and optimize their social media pages, and create automated reports
• Monitor social media channels, reviews, and direct messages daily; respond to customer engagement using approved templates and escalate issues as needed
• Manage customer service tickets related to social media, listings, and platform access; ensure timely resolution and clear communication with stakeholders
• Support onboarding and ongoing management of franchisee participation in social media programs, including account setup, optimization, and reporting
• Provide community management support by monitoring engagement and notifying franchisees of interactions requiring their attention
• Maintain adherence to brand standards, governance policies, and platform security protocols

Requirements

• Bachelor’s degree in Marketing, Communications, Digital Marketing, or a related field preferred
• 2+ years of experience in social media coordination, digital marketing, or a related role
• Experience supporting multiple stakeholders, locations, or franchise systems preferred
• Working knowledge of social media platforms (Meta, LinkedIn, TikTok, Pinterest, X) and listings management platforms (Google Business Profile, Yelp, Apple Maps, Bing)
• Knowledge of email marketing platforms (Hubspot, Salesforce, Mailchimp, Constant Contact or similar) is a plus
• Familiarity with social media management and listening tools (i,e, Rallio, Brandwatch, Hootsuite, Sprout Social, Salesforce Marketing Cloud Social Studio) preferred
• Experience with customer service or ticketing systems is a plus
• Proficiency in Microsoft Excel required
• Strong attention to detail, excellent communication, and ability to manage multiple priorities
• Collaborative mindset with the ability to work across teams

Preferred

• Experience supporting multiple stakeholders, locations, or franchise systems preferred
• Familiarity with social media management and listening tools preferred
• Knowledge of email marketing platforms is a plus
• Experience with customer service or ticketing systems is a plus

Benefits

• Employer sponsored medical and dental plans
• Voluntary benefits such as vision, critical illness, accident, and pet insurance
• 100% Employer sponsored Short-Term Disability, Long-term Disability, and Basic Life Insurance
• Retirement Savings employer match up to 3% and 100% vested
• Generous paid time off policies
• Paid Parental Leave for mothers and fathers