Social Communities Lead

JOB SUMMARY:

Our Social Communities team is responsible for protecting and building positive brand perception on social media and other digital channels, increasing brand affinity and loyalty through interacting with our target audience via our primary global social channels (Facebook, YouTube, Instagram, X/Twitter, LinkedIn, Threads), review sites and marketing email streams, and converting insights on the guest journey into opportunities for experience improvement via monitoring digital communities.

 Daily, the Social Communities Lead will lead a team of Community Managers and/or Specialists responsible for managing inbound and outbound engagement streams via social management tools, Khoros and Talkwalker. The Social Communities team protects the brand’s reputation online, supports ongoing digital marketing strategies, and builds community through engagement opportunities.

JOB RESPONSIBILITES:

• Maintain day-to-day social listening and community engagement operations to ensure quality outputs and team efficiency
• Alert cross-functional partners of emerging and ongoing issues, providing status updates and insights
• Partner with Manager to identify, develop and implement process improvements and community building strategies in owned and partner-led channels
• Lead the process for sourcing and organizing user generated content across cross-functional teams
• Leverage social tools to monitor and analyze conversations and create recurring and ad hoc reports that surface actionable insights within the organization
• Manage and own the performance and development of direct reports in the execution of key responsibilities according to objectives, priorities, and deadlines
• Identify innovative ways for team to contribute to business outcomes, presents proposals to Manager, actively pushes for improvement, and monitors progress towards the team’s growth of impact
• Partners with Manager to manage library of template responses, library of topic tags/labels, and inbound categorization/prioritization within tools (Khoros and Talkwalker)

JOB REQUIREMENTS:

• 3+ years managing and moderating social communities to safeguard brand reputation, manage crises, surface social intelligence insights, provide customer care across channels such as Facebook, YouTube, Instagram, X, LinkedIn, and Threads
• 1+ years managing and developing direct reports
• Deep knowledge of social platform features, algorithms, and best practices for engagement for organic social media strategy
• Experience managing internal communications during crisis events
• Experience using social media management tools  for social listening, community care and insights (Khoros, Talkwalker preferred)
• Experience speaking on behalf of brands in response to social audience engagements
• Strong time management, organizational, and prioritization skills
• Ability to manage multiple projects simultaneously and pivot when needed
• Excellent verbal, written, and communication skills
• Writing and copyediting skills for consumer engagement communications
• Excellent technical writing and copyediting skills for internal communications with leadership and brand-appropriate consumer engagement
• Skilled at translating social engagement trends to brand-appropriate community building opportunities

PREFERED QUALIFICATIONS:

• Proactive and resourceful self-starter who can leverage all available resources to consistently improve efficiency
• Identifies and understands problems, thinks critically and creatively to develop solutions, and implements them
• Can pivot individual and team priorities quickly while remaining calm under pressure
• Can work effectively through ambiguity and adversity to help build a positive and optimistic working environment

 EDUCATION:

• Bachelor's degree in marketing, Journalism, PR, Communications, or related field

What We Offer You:

• Highly competitive compensation plan.
  • Salary range $80,000-$95,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
  • Employees are eligible for annual discretionary bonus.
  • 401(k) plan with company match.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.