Comcast - Social Media Community Management Specialist
About Comcast
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
About the Position
This position is located at Comcast global headquarters in the heart of Center City Philadelphia and is in-person Tuesday thru Thursday and remote optional on Monday and Friday. As a member of Comcast’s Social Response Team – the group that manages and engages on behalf of the Comcast and Xfinity brands on social – you will be responsible for implementing social media operational strategies for a global Fortune 30 brand that’s participating every day in conversations about events that bring the world together, the future of connectivity, and the intersection of media and technology. You will be part of a highly skilled group of social media mavens – part PR pro, part marketing wizard, part crafter of content - who have engaged with thousands of consumers, influencers, and journalists on topics ranging from digital equity, ESG, and policy to entertainment, gaming and sports. You will become an expert with Comcast's entire product line and offerings - including features, conditions to ensure best performance, troubleshooting tips for common issues, and technical knowledge to know when an issue requires customer service intervention. While familiarity with Xfinity and/or Comcast Business offerings is helpful, your willingness to learn and ask questions will be most important. This position will work closely with the corporate social team as our proactive campaigns are developed, as well as our reporting and analytics partners to ensure delivery of consistent and relevant social media alerts and reports. You will become an expert with Comcast's entire product line and offerings - including features, conditions to ensure best performance, troubleshooting tips for common issues, and technical knowledge to know when an issue requires customer service intervention. While familiarity with Xfinity and/or Comcast Business offerings is helpful, your willingness to learn and ask questions will be most important. This position will work closely with the corporate social team as our proactive campaigns are developed, as well as our reporting and analytics partners to ensure delivery of consistent and relevant social media alerts and reports.
Core Responsibilities
As the social response “voice” of Comcast and Xfinity: ensure responsiveness using approved corporate values messaging or product messaging
Find opportunities and recommend ideas for our brands to jump into the fun, hot conversations that come up at a moment’s notice
Work closely with our crisis monitoring team to help provide 24/7 eyes on social
Ensure consistency and quality of customer and influencer interactions and adherence to brand guidelines including appropriateness, tone, messaging, grammar, and spelling
Work with our leadership team to expand engagement to additional channels
Drive best-in-class performance by scanning competitor activity and social media landscape for best practices, trends, current events, and improvement opportunities
Become an expert on our company-wide social media management platform (Sprinklr) to ensure adherence to best practices and drive operational improvements
Discover opportunities to work with our Comcast and Xfinity brand teams to contribute to the development of ongoing social insights regarding brand reputation, social and digital trends, content performance, and customer intelligence
Assist in the creation and upkeep of our reactive content library – visual and messaging – for annual brand campaigns in collaboration with the Comcast brand team
Consistent exercise of independent judgment and discretion in matters of significance.
Other duties and responsibilities as assigned.
Associated Skills And Competencies
Experience with social media communications and community management on behalf of a brand directly or in an agency capacity
Sound judgment and discretion as well as excellent analytical, problem-solving, and decision-making skills
Experience collaborating and working successfully with multiple stakeholders and teams, and excelling in an entrepreneurial environment
Superior project management, communication, and interpersonal skills with entrepreneurial drive
Proven ability to maintain composure in stressful situations
Strong attention to detail and high standards for quality work product
Regular, consistent, and punctual attendance. May be asked to work nights or weekend days as necessary to support special events.
Other Requirements And Qualifications
Experience in social listening a plus
Experience with an enterprise social media publishing, engagement & reporting platform
Ability to analyze social media insights or social listening, publishing and engagement platforms
Understanding of social media trends, ability to design insight reporting
Excellent writing and communication skills (writing samples required)
Position is based in Philadelphia with regular in-person attendance required
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Other information
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
