Representative, Social Media Consumer

Social Media Consumer Care Representative

  

Glanbia  

  

Join this dynamic team focused on delivering better nutrition for every step of life’s journey 

   

The Opportunity 

 

The Social Media Consumer Care Representative is responsible for daily monitoring and external engagement with consumer posts and inquiries directly from the brand social media handles. This person is also responsible for social listening and developing monthly insights & analytics reports. This permanent position will report to the Manager, Social Community and Digital and the hours for this role will be 10am CST - 7pm CST.

 

• Responsible for Social Media consumer care and engagement for GPN brands across their social media handles, including Instagram, Twitter, Facebook, and Tik Tok.
• Effectively and accurately engages with consumer comments and inquiries via social media feed and direct message.
• Adheres and contributes to defining processes that produce best-in-class social consumer engagement experiences, focusing on constant improvement and a value-based approach.
• Provides thought leadership and insights to improve the process of engaging with consumers.
• Supervises all aspects of social media interaction between customers and the brand(s), and ensure a positive customer service experience.
• Navigates Q&A for all brands while being an expert in one of the following assigned categories of GPN brands: Lifestyle or Sports Nutrition.
• Documents all consumer complaints (Regular and Serious/Adverse Events), initiates the complaint intake process, escalates to manufacturing and quality, and maintains the consumer relationship until complaint closure.
• Reports on social listening and consumer reviews monthly, showcasing trends and watchouts for SME category of lifestyle or sports nutrition.
• Responsible for replying to marketplace inquiries (for example, Amazon questions) across the branded portfolio.
• Plays an integral role in crisis management and traceability scenarios.
• Builds relationships with third-party vendors and internal stakeholders to ensure business continuity.

 

  

 The Skills you will bring to the team

• Bachelor’s Degree in communications, journalism, marketing, public relations or related field preferred
• Previous experience gained in a similar position
• Knowledgeable in all social media platforms: Instagram, YouTube, Facebook, Twitter etc.
• Excellent written communication skills, expertise in writing for social preferred.
• Presents and elevates business issues discovered through consumer feedback. 

 

If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply!

  

Where and how you will work  

The opportunity will be based in Downers Grove, IL with hybrid working arrangements available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.

  

What we would like to offer you!  

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health & dental plan, competitive salary, 401K.  

 

About Glanbia  

The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 countries worldwide.  

  

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

 

At Glanbia, our culture celebrates individuality, knowing that together we are more.