Position Title: Social Media Manager, Consumer Experience
Location: New York, NY, US
Careers that unlock the magic of human connection
Who we are
Pernod Ricard is a global premium spirits and wine company. We’re the team behind leading brands such as ABSOLUT® Vodka, Jameson® Irish Whiskey, Malibu®, Kahlúa® Liqueur, Beefeater® Gin, and Avión™ Tequila, as well as many more superior wines and exquisite champagnes!
Working at Pernod Ricard is all about igniting conviviality in that all that we do. Derived from the French word, convivialité…it means human connection, authenticity, friendly, and jovial. Conviviality is energy and spirit with a splash of je ne sais quoi and is a core philosophy around how we live and work at Pernod Ricard. Here, we are team players, dream makers, trailblazers, movers and (cocktail) shakers. We have a passion for living life to the fullest, making a new friend every day, and realizing our potential as people and as a business!
The salary range for this role, based in New York is $103,200.00 to $115,000., range will vary if outside of this location. Base salaries are determined during our interview process, by assessing a candidate’s experience, skills against internal peers and against the scope and responsibilities of the position.
Position Summary
The Marketing Accelerator Team is a Center of Excellence withing Marketing responsible for driving meaningful consumer experiences powered by advanced capabilities in media, content, data and technology. The Social Media Manager will sit within the Consumer Experience vertical of Marketing Accelerator, focused on delivering integrated and optimized experiences across our owned channels including Social Media, Consumer Care, CRM, and Website/SEO. This specific role will lead two pillars within the CX landscape, Organic Social Media and Consumer Care.
The candidate will oversee executing PRUSA’s organic social media and consumer care capabilities across the entire portfolio. They will guide teams through delivery of best-in-class practices, demonstrate expertise to guide channel appropriate programming and execute effectively across these channels. They will build the framework and strategy for the work, oversee agency relationships, deliver tools and technology to guide execution and continually guide teams on execution across Pernod Ricard. This candidate should be looking to drive impact and change while being sensitive to the power of change management and strategic influence.
Major Responsibilities / Accountabilities
This role will report to the Sr. Director, CX and will work cross-functionally with the broader Marketing Accelerator team, Brand teams and our Agency partners.
- Portfolio Organic Social Media Strategy & Execution:
- Lead, deliver and embed portfolio social media strategy across PRUSA’s portfolio
- Lead the outlook, growth and management of PRUSA’s organic social media channels across all brands
- Source and provide thought leadership innovation opportunities for growth, engagement and advocacy on organic social
- Lead and standardize tools and processes to track, manage and effectively execute our programming across social –content calendars and reporting
- Advise teams on best practices, social strategies and content needs based on brand lifecycle and platform differentiators
- Lead relationship with multiple social media agency partner (s), aligning a portfolio SOW for efficiency and one voice to the agencies. Liaise with Brand teams to ensure seamless operation of day to day partner execution and management
- Deliver community management guidelines across the portfolio and ensure consistent process and protocol for consumer outreach
- Serve as CX expert and lead in these channels to Paris Global team and ensure compliance with Global standards and success metrics
- Portfolio Consumer Care Strategy and Execution:
- Oversee implementation and optimization of a robust consumer response experience across 20+ brands consistent with consumers multi-channel, multi-touchpoint, real time expectations
- Leverage "best practices" and technology to create a unique and fulfilling experience for consumers while protecting PRUSA brand reputation
- Implement and upgrade the execution of all Consumer Response processes, partnership and protocols including an escalation process around product or quality sensitive consumer complaints
- Lead the management of Consumer Response Center partner, scope and budget ensuring services, output and staffing aligns with business needs
- Promote and embed the upgraded consumer response operational systems and capabilities with internal stakeholders. Provide analysis and interpretation of relevant consumer information to stakeholders including packaging feedback, quality issues or consumer trends
- Work with NA Operations team and Legal to enhance quality assurance strategy, oversee its implementation and assess its outcomes and effectiveness
- Train and successfully onboard new agents and brands onto the Zendesk platform
- Provide day to day support to agents, serving as portfolio expert which includes escalating matter to senior management and researching and resolving new issues on a regular basis
- Ensure development and adherence to KPIs to measure success
Job Requirements
- Location: This role is based in New York, NY with a requirement to be in-office 40% of the week
- Education: Minimum Bachelor’s degree (or equivalent)
- Experience / Background:
- 8-10 years of experience at a digital agency working with portfolio clients, or in a social media/digital/consumer response role at a large organization
- CPG & BevAlc experience is preferred but not required
- Total fluency in modern social media across all platforms and demonstrable experience in using organic social media to drive engagement, retention and business results
- Experience managing third party tech platforms and/or digital/social/mobile agencies
- Self-starter who is driven, solution-oriented and can perform well under pressure
- Proficiencies in problem solving and the ability to multi-task are requirements
- Ability to communicate effectively, verbally and in writing,
- Strong cross-functional skills
- Experience managing multiple stakeholders -- collaborative, consensus-building approach across a matrixed organization
- Strong presentation skills with the ability to storytell
- A creative thinker with the ability to translate data into insights and ideas
- Strong leader who can demonstrate problem solving skills, and operate with the utmost professionalism on confidential, legal matters
Ready to work with spirit? Read on…
Life and perks at Pernod Ricard
Proud to belong - Just as we help to create moments that matter for our customers, we lead by example every day...bringing our whole self to work and building bonds that celebrate the human spirit, diversity, and foster deep connections.
Empowered to soar - We set high expectations and seek to get the most out of life. Through flexibility and a hybrid workstyle, as well as unique learning opportunities, generous tuition reimbursement, and one-of-a-kind learning programs, we passionately grow our skillset.
Committed to care - We are deeply committed to the long-term sustainability of our people, our industry, and our planet. We call this return on responsibility. From environmental sustainability to supporting local communities, our commitment is steadfast.
Inspired to dream - We treasure new experiences and are proud to develop as people, not job titles. From rich immersive learning programs in Paris to exciting high-profile events, we blend a love of exploration into all that we do.
Our hybrid work style
At Pernod Ricard North America, our work philosophy celebrates the magic of human connection with the flexibility needed to provide one's most meaningful contribution. Our hybrid teams will work remotely the majority of the time and unite on-site two days per week or 40% of the time. Our team is empowered to start and finish their day at a time that works best for their lifestyle with the whole team available during the core hours of 10am-3pm.
Plus, great benefits and perks to toast to a life filled with support including:
- Competitive compensation including performance bonuses
- Domestic & international career development opportunities
- Competitive paid time off plan + wellbeing days
- Medical, dental, vision and life insurance
- Product allowance to enjoy on Pernod Ricard products
- Gym reimbursement
- Employee Assistance Program
- BetterUp Care wellness benefits including nutrition, sleep, executive coaching, etc.
And much, much more! Check out PRUSABenefits.com to view our extensive people programs and support.
Pernod Ricard USA is an Equal Opportunity Employer. It employs qualified individuals based solely on ability, training and experience, and does not and will not, discriminate for or against any employee or applicant for employment or promotion based upon actual or perceived race, color, religion, sex, age, disability, national origin, citizenship, marital status, sexual orientation, gender identity, genetic information, military service or any other classification protected by law. Offers will be subject to United States local term
Job Posting End Date:
Target Hire Date:
2024-04-15
Target End Date:
