Job Description

POSITION SUMMARY 


Serves as the customer service voice of Bloomin’ Brands to humanize the brand and provide direct, two-way consumer engagement. This position will handle the daily engagement and customer service management of a variety of social media sites (Twitter, Facebook, etc.) and review sites (Yelp, Google, TripAdvisor, etc.) for multiple restaurant brands and is responsible for responding to customer comments and complaints through these and traditional customer service channels (i.e., phone and email).  


Responsibilities include daily monitoring and community management of company-owned social media channels and monitoring developing brand reputation situations across all Bloomin’ Brands social media channels. Reports and draws insights on consumer feedback from all sources. Counsels and supports cross-functional and brand teams, such as Operations, Marketing, Public Relations, and Employee Relations teams. 


ESSENTIAL DUTIES 


  • Utilize social media management tools to monitor engagement on owned and external social sites
  • Develop an appropriate response to the particular consumer’s comment 
  • Determine the problem / sentiment of posts and how we would respond to it 
  • Determine when a response is needed publicly, privately, or by another team
  • Protect brand reputation using existing methods as well as developing new methods
  • Collect, analyze, and present data and insights to leadership on all of our social media and customer service platforms
  • Escalate brand reputation concerns in a timely manner and coordinates decision making from leaders
  • Bring fresh ideas on social engagement to the forefront
  • Works on a rotating basis to monitor brand social comments during evening and/or weekend hours 


Desired Skills and Experience  


Education: 


  • Bachelor’s degree required, preferably in Journalism, Public Relations, or Marketing 


Experience/Skills: 


  • 1 - 3 years of experience, in customer service with demonstrated proficiencies in advertising, public relations, marketing, retail, or related field, required 
  • Excellent written communication and typing skills; desire to present ideas and insights with confidence
  • Proven ability to appropriately respond in a public online setting within brand voice guidelines
  • Experience working with social media platforms, software, and tasks with ease, using both sides of your brain at one time 
  • Proven understanding of how to use a variety of social media platforms (Facebook, Twitter, Instagram, TikTok, YouTube, etc.) with a desire to learn new ones as they arise
  • Ability to toggle seamlessly between multiple brand voices and a variety of strategies 
  • Strong proficiency with mobile applications
  • Proven passion and curiosity around the growing field of social media 
  • Ability to work in a team setting, with initiative to manage tasks independently
  • Talent to come up with fresh ideas 
  • Agility and willingness to be able to monitor social channels remotely and respond as necessary


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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