Digital CX Brand Specialist - Draper, United States - Clearlink

Description

Who We're Looking For

• Digital CX Brand Specialist

Clearlink partners with the world's leading brands to create unique consumer engagements that attract, acquire, and develop brand advocates while driving revenue and retention.

We've partnered with several industry leaders to help manage and grow their digital customer engagement programs.

The Digital CX Brand Specialist serves as a key player on the social media "brand love" dream team, embracing the brand, voice, and tone on behalf of our client partners to create the ultimate customer experience (CX).

This position reports to the Team Lead for the Brand Engagement practice in Clearlink's Draper, UT office.
The Impact You Will Make

Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and critical issue procedures, during designated support business hours.

Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role.

Proactively research, locate, surface, and potentially engage in timely and brand-appropriate sharable user-generated content (UGC) to recommend for repost across client-owned social channels.

Support and expand proactive social listening to: find opportunities to create more personalized, near real-time customer- influenced engagement replies and content.

Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities. Locate and support "newsjacking" opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation encouragement.
Track consumer response to GTM roll-outs and driven insights as requested.

Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights.

Provide accurate and relevant feedback on internal processes and tools to internal departments (including team lead, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for the team.

What You Bring

Fluent in reading, writing, and speaking English.

Excellent English grasp of grammar, punctuation, and spelling nuances.
Excellent written and verbal communication skills, comprehension skills and thorough attention to detail.

1-3 years of experience leading social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications.

High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self-service content, and e-mail.

Must also understand the difference between as well as using social media on behalf of a company as opposed to personal use.

Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms preferred.
1-3 years customer service experience or experience working in a related industry preferred.
1-2 years of experience with Google Suite programs and MS Office programs.
Ability to quickly adopt and retain high-level knowledge and expertise on client's products and services.
Strong organizational and time management skills.
True ownership mindset with resilience and resolve to follow-through.
Typing speed of 40 words per minute (WPM) is desirable.
High school diploma required.
Ability to work 9am-5pm MT Monday-Friday, along with occasional weeknights and/or weekends for special event coverage.
Perks That Set Us Apart

• Healthcare:

We offer low-cost, competitive health coverage (domestic partners included) with employer-paid counseling services.

Invest in the Future:
Enjoy 401(k) matching after just two months of employment, with employer matching starting at ~3%.

Lifestyle Spending Stipends:
Access an employer-paid spending account for physical, financial, and emotional wellbeing expenses.

Flexible Time Off:
We offer competitive time-off balances that accrue weekly, just like your paycheck. (Yes, we're paid weekly too)

Parental Leave:

We provide 2 weeks of paid parental leave during the first year and up to 6 weeks after one year of employment.

Generous Paid Holidays:
Celebrate cultural diversity with additional flex holidays in addition to our company paid holidays.

World Class Facility:

With onsite restaurants, a 7,000 sqft gym, pickleball & basketball courts, spin class/pilates room, bikes, massages, and so much more.

• Comprehensive Life Insurance:

Ensure peace of mind with coverage that extends beyond the workplace with employer paid life insurance (including coverage for dependents and spouses).

At Clearlink, we go beyond the basics, ensuring your experience with us is not just professionally fulfilling but personally enriching too.

Interviewing at Clearlink
We know interviews can be stressful. Here are some stages you can expect from a typical interview with Clearlink.
Once your application is submitted, we will review it and be in touch
30-min phone call with the Recruiting Team
30-min - 1 hour interview with the Hiring Manager
30-min - 1 hour interview with a Clearlink Panel
Some interview processes can vary, depending on the role. Your recruiter will give you a role-specific interview process during your first phone call.
Why Work For Us
Since 2001, Clearlink has been dedicated to fostering growth and embracing opportunities.

Our mission is to strengthen our workforce to build brands that guide users and customers toward decisions that enhance their lives.

We encourage our employees to "Act as an Owner" – to voice their thoughts, share innovative ideas, and authentically bring their whole selves to work.

Join us in our forward-thinking and inclusive community, where your expertise, background, and unique perspective are always valued.

Clearlink Partners & Awards:
Partnered with The Period Project for easy access to menstrual hygiene products.
Awarded the 2022 Shatter List for breaking glass ceilings in technology.
Received the 2023 Women's Leadership Institute Award, pledging to elevate women's leadership.

Clearlink Values (CLEAR):
Create Community
Learn & Grow
Embrace Opportunity
Act Like An Owner
Respect Every Person
Committed to accessibility, we encourage you to share any accommodation needs during the application or employment process. Your unique strengths matter, and we are dedicated to providing the necessary support for your success at Clearlink.
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For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Clearlink Technologies, LLC's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

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An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

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