Responsibilities

• Monitor Nationwide’s social media channels, including LinkedIn, Facebook, X, Instagram and other content-sharing platforms.
• Review incoming posts, comments and responses; categorize activity; respond to complaints and inquiries; and document activity in Nationwide’s social media monitoring tools.
• Engage directly with fans, followers and customers in a timely, professional and brand-aligned manner.
• Use sound judgment when responding to sensitive topics and protect Nationwide’s brand image across all social media interactions.
• Partner with Public Relations, Marketing, Office of Customer Relations and Corporate Communications on sensitive issues, reputation management and corporate advertising campaigns.
• Provide analysis, reporting and insights on Nationwide’s social media channels, including recommendations to improve engagement and the customer experience.
• Work occasional evenings and weekends when business needs require coverage.

Requirements

• Experience in social media, community management, customer service, marketing, communications or a related field.
• Strong written communication skills and the ability to communicate clearly, professionally and empathetically with customers and the public.
• Experience monitoring, managing or publishing content across multiple social media platforms, experience with Sprinklr a plus.
• Comfort handling complaints, inquiries and sensitive issues with discretion and sound judgment.
• Ability to categorize and document high volumes of incoming activity accurately and consistently.
• Ability to identify trends, summarize insights and make practical recommendations to leaders and partners.
• Ability to stay calm, organized and responsive in a fast-paced environment.
• Availability to work occasional evenings and weekends, including during high-visibility events or periods of increased social activity.
• Education: Undergraduate degree in marketing, communication, advertising or related field preferred.
• Experience: typically, three or more years of related experience in marketing, email, web development and strategy, advertising, media or brand management.

Preferred

• Sprinklr a plus.

Benefits

• We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here .