Social Media and Engagement Specialist

5 months ago

Toronto, Canada CanadaHelps Full time

CanadaHelps is looking for an energetic, goal-oriented, and self-motivated** **Social Media and Engagement Specialist** **with a passion for social change to join our team. This is an opportunity to join one of Canada’s first and North America’s most successful social technology organizations. We are a fast-growing, dedicated team of entrepreneurial-minded peers who have a passion for helping small
- and medium-sized charities succeed, while engaging with donors to increase giving in Canada.

We believe technology and data are transformational game-changers for generating social profit. We democratize access to technology by providing best-in-class, easy-to-use online fundraising software and training to more than 30,000 registered charities across Canada (and the number of charities is rapidly growing). We are the market leader and over the past 24 years we’ve helped over 4.7 million Canadians donate over $3B to Canadian charities.

**About the Role**

**Responsibilities**

**Community Management & Engagement**
- Maximizing customer success through servicing inbound inquiries from donors and potential donors, meeting them where they are at and helping them on their digital journey on Google, Facebook, X, Instagram, and other online platforms.
- Determining the best course of action for donors, leading them to next steps, and - where appropriate - connecting and passing along to team members across the organization.
- Invite donors, when appropriate and relevant, to explore other opportunities through CanadaHelps such as scheduling monthly gifts, sending an eCard, giving a Gift Card, donating securities, and starting a fundraiser.
- Create, innovate, optimize, and manage systems that collect donor questions, comments, and feedback across communication channels such as inboxes, direct messages on social media, and other platforms.
- Proactively engage with a social media audience with community management and moderation best practices.

**Content Creation & Management**
- Be the hub for all social media content for the entire organization, managing the master social media content calendar.
- Develop a content calendar, write copy and schedule social media posts to help achieve strategic objectives.
- Create unique and creative graphics, images and videos, adhering to CanadaHelps brand standards and ensuring content is relevant, vibrant and engaging.
- Collaborate with the D2C Marketing team on initiatives to drive donor engagement.
- Support donor retention efforts by creating content such as help articles, inserts into newsletters, and blog posts.

**Cross Organization Collaboration**
- This role will require cross organization communication in order to get the information and support for donors that they require.

**Gather Donor Insights**
- Collaborate with the entire D2C team to gather user insights about why and how potential donors use CanadaHelps and contribute ideas to enhance their experiences.
- Collaborate on planning and co-management of a Net Promoter Score program to gather sentiment and feedback from donors.

**Reporting & Insights**
- In collaboration with the data and analytics team, establish performance metrics, KPIs and track the effectiveness of donor engagement.
- Conduct regular evaluation and analysis of KPIs, engagement efforts and provide recommendations for improvement on return on investment. Prepare reports to communicate the impact of donor engagement strategies to key stakeholders.

**Required Skills and Experience**
- 3+ years of relevant experience.
- Experience managing customer relationships and assisting customers.
- Experience in community and/or social media management and moderation.
- Experience leveraging AI technologies (such as ChatGPT, Jasper AI) for communications.
- Exceptional verbal and written communication skills.
- Proficient at using Google Analytics and Content Management Systems such as WordPress.
- Strong writing and proof-reading skills, with some experience writing direct marketing copy.
- Organized with attention to detail and ability to work independently and collaboratively. Visual design skills are considered a strong asset.

**Here is what we have to offer**:

- A chance to make a difference with a unique opportunity to add major value as a key member of a small team;
- A Not-For-Profit and a forward-thinking, technology-focused business, (we’re a unicorn )
- A full-time, permanent position with flexible work, Growth & Development stipend, Health & Dental benefits and RRSP matching
- The opportunity to work with super nice people who want to change the world for the better (and highly respected professionals)
- A Mission driven, “get things done”, open, collaborative and flexible environment.
- "A remote-first (but access to a downtown office if you'd like), lifestyle friendly, work-life balance."

**What you can expect with our interview process**:
We understand interviewing can be a daunting experience, and we are here to support y

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