Social Media & Content Manager

Oversees the credit union's interactions with the public through implementing content strategies on social media platforms. Duties include analyzing engagement data, identifying trends in member interactions and planning digital campaigns to build community online. Drive social media advertising activities with media companies on record including: identification of target demographics, content creation based on performance and best practices, daily budget monitoring, ad set up, continuous optimization and reporting.  Writes engaging content to maintain and build brand positioning, nurture positive impressions and drive product engagement and utilization. Responsibilities include writing and proofing copy (independently while also working with senior and/or third-party copywriters) for emails, direct mail, web pages, knowledge base, social media posts and responses, press releases, etc. Monitor and aid review sites and social media content creation of the credit union to reach goals and objectives. Assist team members, both internal and external, in all marketing programs, campaigns, and activities with positivity, creativity, and a disciplined work ethic.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Social Media Management:

1. Proactively creating and managing a robust social media calendar and managing creative assets using social media marketing tools to create and maintain the company’s brand.

2. Working with marketing professionals to develop social media and other marketing campaigns.

3. Interacting with members and other credit union prospective members via the company’s social media accounts.

4. Contribute and fulfill the company’s digital marketing plan and social media strategy and make recommendations for improvements.

5. Researching social media trends and informing management of changes that are relevant to the company’s marketing activities.

6. Setting key performance indicators (KPIs) for social media campaigns, such as targets for a certain number of shares or likes and measuring a campaign’s performance against the KPIs.

7. Monitor and assist in responding to social media comments/posts utilizing monitoring software (BrandWatch) to build a positive impression in a professional and timely manner and facilitate service recovery steps when needed. 

Content Creation and Management:  Responsible for relevant and engaging copy that is consistent with UCCU’s brand strategy, and that resonates with various generational segments, to achieve credit union objectives. 

1. Work effectively and cohesively with the senior copywriters, marketing team, and other UCCU employees on drafts, revisions, proofing, or other writing assignments.

2. Write and edit engaging content, both short and long-form, for advertisements, emails, and more; e.g., articles, titles, body copy, captivating subject lines, etc. 

3. Identify the needs and desires of target audiences and personas to write copy that connects with them emotionally and drives action. 

4. Meet deadlines in a fast-paced working environment. 

5. Collaborate and adjust content as needed to improve response rates. Be open to suggestions, change orders, and direction from team members and department heads. 

6. Tenaciously protect the credit union’s image by eliminating any grammatical or gross factual errors in all marketing material. 

7. Manage copy from internal and external sources ensuring it progresses to the next phase of the creative process; i.e., to the design team, for approval for publishing, etc. 

Website and Searchable Knowledge Base:  Responsible for the clarity, accuracy and consistent voice of all member-facing published information on the website and internal and external knowledge base search results.  

1. Lead the completion of all content deliverables associated with the website and knowledge base library.

2. Help ensure a smooth and frictionless website member experience using journey mapping best practices.

3. Ensure a consistent tone and voice with all member publications, email messages and letters. 

4. Write copy and execute the content strategy for new and existing website pages. 

5. Write answers to frequently ask questions and other knowledge base educational materials to aid the member and employees in finding and resolving questions.

6. Monitor search inquiries on the corporate website search results pages to improve responses to search. 

Public Relations and Reviews: Responsible for protecting and building high positive brand impression and perception at business review sites (e.g. Google reviews, Yelp, Facebook, etc) and also through prompt and “on-brand” social media responses.  

1. Be acutely cognizant of the large impact of all copywriting as to the reach into the community and perceptions it constructs about UCCU. 

2. Write broadcast endorsement scripts.

3. Ensure that marketing publications are approved by at least two qualified individuals (dual control).   

4. Monitor and respond to review sites to facilitate service recovery and positive perceptions in a professional and timely manner; i.e., Google reviews, Facebook, Credit Karma, Zillow, and more. 

Assumes responsibility for related duties as required or assigned.

1. A regular and predictable schedule is maintained. 

2. Assist team members, both internal and external, in all marketing programs, campaigns, and activities with positivity, creativity, and a disciplined work ethic in a fast-paced environment. 

3. Integrate into the department to continue harmony to ensure a positive work environment for creative thinking, ideas and innovations to flourish. 

4. Build trust, communicate effectively, drive execution, foster innovation, focus on the member, collaborate with others, solve problems creatively and demonstrate high integrity. 

5. Assists in proofing marketing material to be published with an acute attention to detail. 

6. Ensure that the work area is clean, secure, and well maintained. 

7. Manage special projects and other duties as assigned. 

8. Works a regular and predictable schedule. 

PERFORMANCE MEASUREMENTS

1.               Marketing automation contributes to credit union goals and objectives. 

2.               Marketing automation improves continually. 

3.               Results and insights are reported monthly. 

4.               Assignments and responsibilities are completed accurately and on-time. 

5.               All marketing staff positions are supported.

6.               Positive attitude and department “Marketing Team Standards” are maintained. 

7.               Physical work area and computer files are well organized.

QUALIFICATIONS

EDUCATION/CERTIFICATION: BS degree or equivalent experience in social media marketing, communication, or PR.

REQUIRED KNOWLEDGE: Basic knowledge of credit union operations.  Understanding of document formats, spreadsheets, and business communications. Proficient writing and proofing skills and paying attention to details.

EXPERIENCE REQUIRED: One to three years of progressive related experience.

SKILLS/ABILITIES: Professional business social media marketing skills, writing, proofing, and communication skills. Highly proficient in various computer applications including word processing, spreadsheets, graphics/presentations, and Google documents. Positive person, well organized, attentive to detail, and able to work well independently. Strong social media platform familiarity. Great multitasking skills with a very strong work ethic and initiative. Excellent interpersonal and member service skills, both written and verbal. Able to operate basic office equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION:                 Movements frequently and regularly require using the wrists, hands, and fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions.  (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization. Ability to interpret data.

MATHEMATICS ABILITY: Ability to deal with a variety of variables under only limited standardization. Ability to interpret data.

LANGUAGE ABILITY: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage. Ability to perform very simple algebra. Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent) and variation in word order; using present, perfect, and future tenses.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well-constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.