Manager, Community Engagement

**Position Summary**

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun. then please keep reading

Our Perks:

- Hybrid Working Environment
- Competitive Salary and Performance based incentive plan for all levels
- Employer paid Medical and Dental coverage from day one
- Group RRSP plan that helps you save for the future
- Fantastic employee discount on all Samsung products
- Free on-site gym to get your sweat on
- Subsidized Cafeteria; including free Starbucks coffee/latte machine
- Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
- Employee Referral program
- we want great talent like you

The role of the Manager, Community Engagement is to build, cultivate and maintain a positive community of fans/ambassadors across Samsung Electronics Canada (SECA's) social media channels. A strong and engaged community of fans on social media helps drive brand image and reputation, demonstrates the brand is listening and genuinely committed to addressing customer concerns, and helps ensure fans get relevant information to product questions in real time. In this role, the Manager, Community Engagement will identify new opportunities and elevate existing positive discussions to create a positive social atmosphere, reward consumers and fans for their engagement with relevant responses and other opportunities (i.e., surprise and delight, contesting, etc.), and help establish SECA social media as a core communications hub.

**Role and Responsibilities**

**Essential Duties and Responsibilities**:

- Lead the development of a new Community Engagement strategy, including establishing a new voice and tone for SECA social community in line with global best practices
- Review, listen, and respond to inbox inquiries, wall posts, post comments, etc. in real time (9am - 5pm EST, M-F); channels/pages currently include Facebook, Instagram, Twitter and YouTube
- Help increase engagement and awareness of existing Samsung Shared Services and Departmental Campaign work through increased community management
- Browse and re-share UGC, media coverage, influencer content, and more to foster engagement
- Escalate issues and trending concerns in real time to cross-functional stakeholders
- Collaborate with Corporate Service to manage customer service issues quickly and effectively
- Support Corporate Communications with media and consumer issues tracking
- Implement new strategies and plans to reduce negative sentiment
- Develop and support campaign launches with response matrixes and key messages documents (in alignment with Marketing and PR)
- Create community management dashboard with socially aligned KPIs, and complete monthly reports to support social strategy work and campaign briefings
- Support creative / social agency with relevant insights from the community to support organic content marketing opportunities
- Liaise with HQ and SEA counterparts to ensure brand guidelines and new processes are implemented accurately
- Collaborate and manage agency as required to support on community management (leveraging existing or incremental SOWs)

**Education**:

- Post-secondary education in Marketing, Journalism, PR or related field preferred

**Knowledge**:

- Expert knowledge of popular social media channels including Twitter, Facebook, YouTube, LinkedIn, Google+, Vine, Instagram +blogs
- Demonstrated understanding of social media best practices and tools
- Digitally savvy, understands how social fits into a broader 360° campaign
- Incredible attention to detail and ability to multi-task
- Demonstrated resilience in managing competing priorities/programs related to social community management
- Very strong writing and communication skills
- Knowledge of social media analytics and reporting
- Ability to work independently in a fast-paced environment
- Strong presentation skills, ability to host video content as needed
- Strong interpersonal skills, ability to work cross-divisionally and functionally and balance the interests of multiple stakeholders
- Passion for technology and consumer electronics

**Experience**:

- 5+ years in a full-time social media position for a top tier consumer brand preferred
- Public Relations (PR)/Communications knowledge and experience an asset
- Experience building content plans, creating content and monitoring and responding to consumers on a consumer brand’s social media channels
- Experience supporting broader crisis management within an organization
- An active p