Spec II - Comm Dev Mkt chez PODS

JOB SUMMARY

The Senior Community Development Marketing Specialist will drive strategic oversight of ratings and reviews, third-party evaluations, industry recognitions, and employer brand initiatives across multiple platforms. The Senior Specialist role will bring a deep understanding of social media community management, consumer review channels (e.g., Google, Yelp, Better Business Bureau, ConsumerAffairs), employer review sites (e.g., Glassdoor, Indeed), and local business listings, leveraging these channels to maximize credibility and customer engagement.

Success in this position requires a collaborative mindset. This individual will work closely with cross-functional teams to advance customer service excellence, reputation management, and employee brand advocacy initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and execute review generation strategies to encourage customers – without incentivizing them – to write reviews about their experience on Google, Yelp, ConsumerAffairs, etc.

• Lead an employer brand strategy by creating and implementing initiatives that enhance the company’s reputation as an employer of choice, including managing employee reviews on sites like Glassdoor and Indeed

• Partner with the Customer Experience/Research team to analysis consumer sentiment across review and social media sites to assess public perception of the brand

• Support customer service recovery efforts by working closely with the frontline social media and senior customer resolution teams tasked with engaging directly with prospects/customers

• Conduct ongoing social listening to monitor brand sentiment, identify trends, and gather insights, enabling proactive engagement and strategy adjustments

• Identify and mitigate potential problems online before they become a significant risk

• Use internal systems to investigate customer service issues and provide recommendations to management

• Prepare monthly, quarterly, annual, and ad hoc reports by locating and compiling relevant data

• Perform maintenance as needed on social media/review accounts (e.g., updating cover/header photos, profile photos, descriptions, products/services)

• Define a multi-platform social media/review response strategy, including leading the development of templatized responses/statements

• Develop a consistent strategic approach for C-suite executives on LinkedIn and curate compelling content

• Manage, coach, and inspire employees on the power of social media/review sites

• Assist with crisis communications as needed

• May oversee PR, advertising, or creative agency

• Coordinate employee engagement/community involvement opportunities as needed

• Perform general administrative duties, such as invoice management and scheduling meetings, as needed

• May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Senior Manager, Brand Communications

• Job is NOT directly responsible for managing other full-time employees (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Essential Skills, Abilities, and Example Behavior(s)

DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards 

TAKE INITIATIVE: Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to take action beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision 

BE INNOVATIVE / CREATIVE: Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities

BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor 

ADVANCED COMPUTER USER: Able to use required software applications to produce correspondence, reports, presentations, electronic communication, and complex spreadsheets including   formulas and macros and/or databases. Able to operate general office equipment including company telephone system

JOB QUALIFICATIONS: Education & Experience Requirements

• Four-year degree in Marketing, Advertising, Communications, Journalism, Public Relations, or a related area, or an equivalent combination of education and experience may be considered

• 3-5 years prior work experience in Marketing, Advertising, or Communications

• Previous experience working at or supervising advertising, creative, media, or PR agencies

• Advanced knowledge of multiple social media channels, such as Facebook, Instagram, Threads, X (formerly Twitter), Pinterest, LinkedIn, YouTube, Snapchat, Reddit, and TikTok

• Strong knowledge of multiple consumer review sites, such as Google, ConsumerAffairs, Trustpilot, Better Business Bureau (BBB), Yelp, Glassdoor, and Indeed

• Familiarity with managing and optimizing local listings on platforms such as Google Business Profile, Yelp, and other directory/review sites

• Expertise in building, maintaining, and growing social communities and experience managing crisis social communications

• Social listening and content scheduling/publishing tools, such as Sprinklr, Hootsuite, or Sprout Social, proficiency a plus

• Salesforce experience, specifically Case Management, a plus

• Prior experience managing the LinkedIn profiles of C-suite executives

• Strong quantitative background with a thorough understanding of reporting/analytics capabilities of multiple social channels/tools (e.g., Meta Business Suite/Business Manager, Bitly, Google Business Profile, ReviewTrackers, DAC)

• Advanced experience with Microsoft Word, Excel, Outlook, PowerPoint, and Teams

• Passion and ability to quickly learn internal systems/tools

• Communicate effectively, both orally and in writing, with all organizational levels

• Provide quality customer service to internal and external parties

• Review, influence, and confidently handle escalations/complaints

• Work independently and manage multiple projects simultaneously with changing priorities

• Self-reviewing work with strong attention to detail

• Demonstrated critical thinking skills, strategic planning, and execution

• Keep up to date on emerging and relevant social media/consumer review channels and trends with proven experience in building programs that strengthen brand trust, boost online visibility, and enhance employer reputation

Unsolicited Resumes from Third-Party Recruiters   

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.