Introduction to arenaflex and the Industry
arenaflex is at the forefront of the entertainment industry, providing unparalleled viewer experiences through its diverse range of brands, including arenaflex+, STAR+, Hulu, and more. As a leader in the field, arenaflex recognizes the importance of social media in shaping the customer experience and is seeking an exceptional Senior Manager, Social Media Customer Support to join its Viewer Experience (VX) team. This role offers a unique opportunity to architect and implement a comprehensive social media support strategy, driving business outcomes and fostering extraordinary experiences for customers and employees alike.
About the Role and Team
The Senior Manager, Social Media Customer Support will be an integral part of the VX team, responsible for developing and operationalizing the social support strategy and roadmap across all brand verticals. As the primary point of contact for the VX Social team, this individual will lead a team of leaders and individual contributors, guiding the implementation of social media support channels, including Twitter, Facebook, and AppFollow. The ideal candidate will possess a deep appreciation for the power of social communities and a passion for creating exceptional customer experiences.
Key Responsibilities
- Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
- Lead a team of leaders and individual contributors, guiding the daily implementation of social media support strategy and implementation across a global footprint.
- Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience.
- Collaborate with senior leaders cross-functionally to build towards a detailed customer experience, supporting the greater goals as they pertain to Social Media strategy for all arenaflex brands.
- Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with the appropriate tone and voice.
- Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
- Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings and guiding social response in concert with Executive, PR, and Legal guidance.
Essential Qualifications and Skills
To be successful in this role, the ideal candidate will possess:
- A BS/BA degree or relevant professional experience.
- 2+ years of experience managing a team, with the ability to encourage and develop team members; experience leading leaders is a plus.
- 5+ years of experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity.
- Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, and Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savvy related to Twitter, Facebook, Instagram, and AppFollow.
- Proven understanding of which metrics and tools help improve the consumer experience through social channels.
- Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
In addition to the essential qualifications, the ideal candidate will possess:
- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and segmenting consumer audiences.
- Ability to collaborate well with cross-functional teams.
- Value accountability and take ownership of projects from start to finish.
- Approach challenges head-on with a positive and engaged approach.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to fostering a culture of growth and development. As a Senior Manager, Social Media Customer Support, you will have access to a range of training and development opportunities, including:
- Leadership development programs.
- Industry conferences and workshops.
- Internal mentorship and coaching.
- Opportunities for cross-functional collaboration and knowledge sharing.
Work Environment and Company Culture
arenaflex is dedicated to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the values of innovation, creativity, and teamwork. As a member of the arenaflex team, you can expect:
- A dynamic and collaborative work environment.
- A culture that values diversity, equity, and inclusion.
- Opportunities for professional growth and development.
- A comprehensive range of benefits, including medical, financial, and wellness programs.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. In addition to a competitive salary, you can expect:
- A bonus and/or long-term incentive units as part of the compensation package.
- A comprehensive range of medical, financial, and wellness benefits.
- Opportunities for professional growth and development.
- A dynamic and collaborative work environment.
Conclusion
If you are a motivated and experienced professional with a passion for social media and customer experience, we encourage you to apply for the Senior Manager, Social Media Customer Support role at arenaflex. This is a unique opportunity to join a leading entertainment company and contribute to the development of innovative social media strategies that drive business outcomes and foster exceptional customer experiences. Apply now to take the first step in your journey with arenaflex.
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