Specialist, Social Media and Community

Responsibilities

• Monitors comments, direct messages, mentions, and tagged content daily and responds in brand voice using approved standards.
• Routes care questions, complaints, and product issues to Consumer Care; tracks resolution and promptly escalates interactions involving safety, quality, legal, regulatory, or reputational risk.
• Identifies proactive engagement opportunities that build community and advocacy, while maintaining and improving response templates and community playbooks.
• Maintains the integrated Hefty and Reynolds organic social calendar and coordinates assets, copy, approvals, links, and product information with Brand, Content, and agency partners.
• Schedules, publishes, and quality-checks content for copy, links, accessibility, claims, and timing; maintains accurate records of published, changed, delayed, and canceled content.
• Listening, Reporting & Testing: Maintains listening queries and surfaces relevant conversation, sentiment, trend, and competitor changes.
• Prepares weekly, monthly, and campaign reporting; validates data and translates performance and conversation themes into practical recommendations.
• Recommends and executes approved tests on timing, format, copy, and engagement, documenting results, implications, and next steps in a learning log.
• Shares consumer signals and emerging issues with business partners.
• UGC, Creators & Social Commerce: Identifies strong user-generated content, advocates, and emerging creators; manages permission and rights processes and tracks status.

Requirements

• Bachelor’s degree in Marketing, Communications, or a related field, or an equivalent combination of education and relevant work experience to successfully perform the essential functions of the position.

Preferred

• 2+ years of experience in social media, community management, content marketing, or a related field.
• Hands-on experience publishing and managing brand social content.
• Experience using a social media management platform for publishing, engagement, listening, and analytics.
• Strong writing skills with the ability to adapt brand voice by platform and audience.
• Working knowledge of FTC endorsement guidelines and platform community policies.
• Ability to use AI tools to draft, summarize, and analyze within company guidelines.
• Strong organization, attention to detail, and quality-control skills.
• Sound judgment related to escalation, consumer care, and brand risk.
• Working knowledge of Microsoft Excel and PowerPoint.