Social Media Specialist

Reporting to the Manager, Communications, the Social Media Specialist monitors social media platforms for member interactions, responding quickly to inquiries, concerns, and feedback while maintaining a positive, professional brand voice. They resolve issues empathetically, escalating when necessary, and foster community engagement. The role also involves collaborating with the content team to create relevant social media content, shaping the brand’s strategy, and providing insights to ensure content aligns with member needs and preferences. This role champions Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.

**KEY ACCOUNTABILITIES**

**Social Media Monitoring & Engagement**:

- Continuously monitor social media platforms for member interactions, including comments, messages, mentions, and reviews.
- Respond promptly to member inquiries, concerns, or feedback, ensuring a positive, professional, and consistent brand voice.
- Ensure all initiatives are consistent with legislative requirements, ACU’s Privacy Policies, and compliance regulations.Foster meaningful conversations with members to build community and loyalty.
- Address and resolve member issues or complaints in a timely and empathetic manner, escalating complex concerns to appropriate departments if necessary.
- Utilize problem-solving skills to maintain a calm and helpful demeanor, ensuring that members feel heard and their concerns are addressed.

**Content Creation & Strategy Collaboration**:

- Collaborate with the content team to develop engaging and relevant social media content that resonates with members.
- Help shape the brand’s social media strategy by providing insights from member interactions and trends.
- Share feedback and member insights to inform content creation, ensuring it aligns with member needs and preferences.
- Demonstrate an understanding of ACU’s commitment to values-based banking, and to urban, rural, agricultural, and Francophone communities

**Community Engagement**:

- Encourage and participate in conversations within the community, promoting a sense of belonging and engagement.
- Identify opportunities to create initiatives or events that can engage members on social platforms.
- Provide members with helpful information, resources, and guidance via social media, directing them to appropriate channels when necessary (e.g., support pages, FAQs).
- Proactively share updates, news, and relevant information that enhances member knowledge and engagement.
- Be a proactive advocate for the brand, maintaining a positive online presence and representing the company’s values and mission through interactions.
- Encourage positive reviews and testimonials from satisfied members.

**Reporting & Analytics**:

- Track social media conversations and member feedback, reporting on key metrics such as response times, engagement rates, sentiment analysis, and recurring issues.
- Provide regular reports to management on social media performance and member sentiment.

**QUALIFICATIONS**

**Education and Experience**

Completion of post-secondary education in Marketing, Communications, Public Relations and/or at least three years of professional experience working in social media

**Key Occupational Skills**:

- Core competencies in content idealization, editorial calendar planning, online promotions, project and analytics management skills
- Experience with Facebook Ads Manager, YouTube Manager, HubSpot, Google Reviews, Google Play Store, Apple Store and other creative ad and analytics tools.
- Ability to manage multiple campaigns and budgets.
- Attention to detail with excellent written and verbal communication skills.
- Understands the importance of a consistent brand voice.
- Networking and relationship building skills

**Location & Work Environment**

This position is anticipated to be fully remote or hybrid role. Employees on a hybrid work arrangement will be required to be in-office at least one day each week. Attendance at in person meeting would be an expectation irrespective of the work arrangement. There is the potential of infrequent travel required to locations across Manitoba to support organizational needs.

**Who we are**:
As a Certified B Corporation® and one of Manitoba’s Top Employers (2025), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine Credit Union/ Caisse Assiniboine means that you’ll be working for an organization that
- puts people, planet and prosperity first,
- values diversity and inclusion,
- is focused on social and environmental responsibility,
- supports employees t