Social Media Coordinator

**Purpose**

Reporting to the Manager, Content Marketing, the Social Media Coordinator plays a key role in engaging and growing our online community across the company’s brands. This role actively builds relationships with followers (past and prospective guests) by delivering timely, on-brand content and expert customer service across all social channels. This includes:

- Fostering community engagement to drive awareness, advocacy, and loyalty
- Creating, curating, distributing, and measuring social content that aligns with brand standards and marketing goals
- Monitoring channels and respond to inquiries to support trip planning and enhance customer experience
- Surface audience insights and support social media growth across owned platforms

**Key Areas of Accountability**

**Community Engagement & Customer Support**
- Monitor and respond to guest inquiries, comments and reviews for all the brands across all prioritized social media platforms, ensuring timely, brand-aligned communication
- Support the content team with the execution of social contests or brand ambassador initiatives by contributing ideas, producing social media posts, engaging with followers, and fulfilling prizes.
- Surface guest insights, recurring questions and feedback to relevant internal teams to improve the customer journey and inform overarching content strategy
- Monitor, post, and support quickly and efficiently during Emergency Operations as part of the Information Office, potentially including during off-hours

**Channel Management & Content Creation**
- Write, edit and schedule social media content in alignment with editorial calendar and brand guidelines, ensuring all posts are fact-checked and posted on time
- Support owned-channel campaigns with social media posts in alignment with the overall strategy
- Contribute creative ideas for social-first content for promotions and blog posts that drive engagement and brand storytelling
- Curate and publish user-generated content that reflects the brand’s voice and visual identity
- Collaborate with the content team to adapt B2C content for B2B audiences to support our Partnership Marketing team’s social media initiatives
- Collaborate cross-functionally with other departments (i.e. Guest Experience, Operations, Sales, HR and Marketing teams) to brainstorm social media content ideas

**Channel Optimization & Reporting**
- Monitor new trends and social media best practices and suggest ideas to integrate them into content to increase user engagement and content effectiveness
- Track and report on assigned channel metrics, providing insights and recommendations in our monthly reporting to optimize future content and engagement strategies
- Keep up to date with changes to platform and social media channels to optimize our processes and output

**Administrative Tasks**
- Support the wider content and brand marketing team on tasks such as conducting research, fact-checking content pieces, proofreading and organizing our Digital Asset Management System (or other digital repositories)
- Distribute content to internal teams, partners, DMOs, and other stakeholders as required
- Other duties as required

**Qualifications**

**Education, Certification, Licenses**
- Post-secondary education in marketing (preferably with a digital focus), journalism, communications, new media or public relations

**Experience**
- Minimum 2+ years of social media marketing experience
- Minimum 1+ years of customer service experience
- Strong working knowledge of content and social media marketing
- Experience in creating, developing, publishing and implementing social and digital content
- Strong understanding of how to use social media platforms (such as Facebook, Instagram, Pinterest, X, and YouTube) for customer service and to drive consumer engagement
- Experience or knowledge of video production, including best practices, what performs well on social channels, and creative ideation
- Experience working with online influencers to produce content that expands social reach and increases word-of-mouth

**Skills**
- Advanced grammar, spelling and copy-editing skills
- Intermediate to advanced skills in writing and producing channel specific content for social media channels
- Intermediate research skills
- Proficiency with social media management tools (i.e. Sprout Social, Hootsuite, Later or similar)
- Intermediate design and video editing skills (i.e. Canva, Adobe Creative Suite, etc)
- Basic understanding of SEO for social media and experience with analytics platforms (i.e. Google Analytics, Meta Business Suite)

**Attributes**
- Enthusiastic self-starter with the ability to manage a variety of projects
- Detail-oriented and can work to deadlines, prioritize tasks appropriately and multitask effectively
- Has a strong work ethic with the ability to work independently and in a team environment
- Thirst for knowledge and always keeps up with the latest social trends
- Ability to work well under pressure with mu