Social Media Strategist I

The Social Media Strategist advocates for Rackspace in social media spaces, developing and maintaining programs that build relationships with customers and social media users to engage in dialogue and identify and resolve issues. Collaborates with internal resources to ensure that social media programs support the goals, objectives, and core values of Rackspace.
Work location: Remote in the U.S.A.Candidates who reside within 40 miles of our San Antonio office will work in a hybrid location: work from home three days a week and in the office two days a week.

Key Responsibilities

• Plans and executes small, dedicated programs or parts of moderately complex programs.
• Leads a program or multiple projects from start to finish.
• Monitors social networks and the Internet for comments that affect Rackspace.
• Triages communications and determines appropriate methods to address comments, resolving when possible, and escalating when necessary.
• Manages volatile situations and works in imaginative and practical ways to resolve to positive outcomes.
• Engages with users in public and private conversations.
• Resolves and/or coordinates with internal groups to resolve identified issues.
• Manages and tracks the resolution process to ensure timely follow-through.
• Provides training, coaching, and/or mentoring to individuals and teams throughout the company.
• Develops business intelligence pertaining to Rackspace brands and offerings.
• Identifies and reports on trends within the business and our industry. Identifies service quality gaps and opportunities for improvement within current offerings.
• Develops benchmarks and provides reports to leadership regarding the effectiveness of social media networks and campaigns.
• Leads efforts to improve existing social media processes or programs and designs new systems or processes as required.
• Reviews and fully understands all program/project requirements (business and technical).
• Collaborates with internal stakeholders and coordinates resources across functions, internally and externally, to ensure delivery within scope, budget, and schedule.
• Develops and documents business processes.
• Evaluates business processes and identifies areas where efficiencies may be gained.
• Develops and implements solutions to gain efficiencies.

Knowledge

• Basic knowledge of public relations, marketing, sales, and community engagement
• Basic knowledge of coordinating and monitoring projects/programs from initiation through delivery
• Basic knowledge and understanding of social media platforms and participants

Skills

• Budget Management
• Campaign Design
• CMS Tools
• Data Analysis
• Digital Media Savvy
• Formal Writing Skills
• Marketing Campaign Tracking
• Program Management
• Social Media Marketing
• Social Media Savvy
• Canva or Adobe Express
• HootSuite
• Sprinklr
• Sprout Social
• Stakeholder Management (external/internal)

Education/Experience

• High School Diploma or regional equivalent required.
• Bachelor's Degree required, preferably in a field related to the role. At the manager’s discretion, additional relevant experience may substitute degree requirement
• 2 - 4 years of experience in the field of role required 
• Global social management
• B2B marketing
• Social Listening
• Marketing tools: HootSuite, Sprinklr, Sprout Social
• Design tools: Canva or Adobe Express
• Experience building your own assets

Physical Demands

• General office environment.
• Moderate levels of stress may occur at times.
• May require long periods sitting and viewing a computer monitor.
• No special physical demands required.
• Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.
• Occasional travel, less than 10%.

The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.
The anticipated starting pay range for Colorado is: $54,800 - 80,300The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $58,200 - $85,360The anticipated starting pay range for California, New York City, and Washington is: $63,800 - $93,610
Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of a bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actua