Experienced Senior Manager, Social Media Customer Support – Leading Social Media Strategy and Team Development for Exceptional Customer Experiences

Introduction to arenaflex and the Industry arenaflex is at the forefront of delivering exceptional customer experiences through innovative social media strategies. As a leader in the entertainment and technology sector, we recognize the power of social communities in shaping our brand's reputation and customer satisfaction. Our Viewer Experience (VX) team is dedicated to crafting outstanding experiences for our customers across various platforms, including Twitter, Facebook, AppFollow, and more. We are now seeking an experienced Senior Manager, Social Media Customer Support to join our team and drive the development of our social media support strategy. About the Role and Team As the Senior Manager, Social Media Customer Support at arenaflex, you will play a pivotal role in architecting and implementing our integrated social media support strategy across multiple platforms. You will lead a team of talented professionals, serving as the primary point of contact for all social media support needs, and collaborate with cross-functional teams to ensure alignment and approval of strategy and content. Your expertise will be instrumental in driving business outcomes through online activity, improving operational workflows, and enhancing the overall viewer experience. 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 our social media support strategy and driving the development of innovative online social programs. 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, you will need: 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 track record of driving business outcomes through online activity. Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr. A consistent track record of developing and operationalizing innovative online social programs. High savvy related to Twitter, Facebook, Instagram, AppFollow, and other social media platforms. 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, we prefer candidates with: 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 the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to: Opportunities for professional development and career advancement. Training and mentorship programs to enhance your skills and knowledge. A collaborative and dynamic work environment that fosters innovation and creativity. Recognition and rewards for outstanding performance and contributions. Work Environment and Company Culture arenaflex is dedicated to creating a work environment that is inclusive, diverse, and supportive. We believe in: Fostering a culture of innovation, creativity, and experimentation. Encouraging open communication, feedback, and collaboration. Recognizing and rewarding outstanding performance and contributions. Providing opportunities for growth and development. Supporting work-life balance and employee well-being. 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. A bonus and/or long-term incentive units may be provided as part of the compensation package. A full range of medical, financial, and other benefits. Opportunities for professional development and career advancement. Conclusion If you are a motivated and experienced professional looking to join a dynamic team and drive the development of our social media support strategy, we encourage you to apply for the Senior Manager, Social Media Customer Support role at arenaflex. With your passion for delivering exceptional customer experiences and your expertise in social media, you will play a critical role in shaping the future of our brand and driving business success. Apply now to join our team and take the first step towards an exciting and rewarding career at arenaflex. Apply for this job