Responsibilities

• Develops, monitors and maintains social media content across the Authority’s social media platforms. Ensures that content is designed to enhance the MARTA brand, improve customer relations and support programs and/or initiatives of the Authority.
• Reviews social media outlets on a daily basis and responds to customers’ posts/inquiries in a courteous, professional, and timely manner.
• Fosters networking relationships with internal and external stakeholders to promote projects and initiatives on social media platforms. Stays up-to-date with the latest social media best practices and technologies.
• Prepares external communications to notify and/inform social media customers of emergencies, crisis situations, service disruptions and undesirable news.
• Establishes work rules for SOPs and makes recommendations for process improvements.
• Generates routine and ad hoc reports and makes presentations to C-Team and external stakeholders on frequent customer concerns, social media activities such as the total reach, impressions and engagement rates of user level influences and trends.
• Determines and establishes strategies to improve MARTA’s social media reach on relevant and emerging platforms. Builds engagement with social media influencers to improve customer experience.
• Works in close collaboration with the Manager of Customer Services and Director of Customer Services. Represents the Office of Customer Services at special meetings.
• Performs other related duties as assigned, including Transit Ambassador assignments.

Requirements

• Bachelor’s degree in advertising, marketing, communications, public relations or a closely related field required.
• Must have six (6) years of demonstrated experience planning and managing social media platforms.
• Prior supervisory and/or lead experience providing functional guidance, advice and/or training to lower-level staff required.
• Proficiency in Microsoft Office, Adobe Creative Suite, Google analytics, CRM software, social media monitoring and digital tools such as Hootsuite, Sprout Social or Buffer.
• Transit-related experience is preferred.
• Excellent written and verbal communications skills, advanced design and photography skills and a thorough understanding of social media management and strategy.
• Strong planning and organizational skills are also highly desired.
• In lieu of degree, directly related experience must be substituted on a year-for-year basis.
• Must be able to work flexible hours and shifts. Work hours may vary including weekends and holidays.