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Social Media Listening and Insights Manager in Columbus at Huntington

Date Posted: 12/16/2018

Job Snapshot

Job Description

Social Media Listening and Insights Manager (this position will be based in Columbus, OH)

We are looking for exceptional candidates to join our Social Media team. At Huntington the core of what we do is for the customer, with the customer in mind. Social Media is an area that the company is investing in to not only help amplify brand awareness, deliver paid advertising, provide financial guidance and insights, but to also actively listen to our customers and feed the valuable real-time customer generated data across our company to improve product design, identify and mitigate risk, reduce complexity in processes, and overall improve the customer's experience with Huntington.

Primary Responsibilities for the Social Media Listening and Insights Manager:

  • Assist in the management and execution of social media listening and insights development. This includes but is not limited to the refinement of inbound and outbound social media tagging through our social media management platform. The candidate will also be responsible for training the social media customer solutions team and social media content development team on the consistent application of the developed tagging for inbound and outbound messages.
  • Possess a passion for social media metrics, creation of insights, and transformation of those insights to make recommendations to strategic decisions impacting the customer's experience with Huntington.
  • Develop queries and dashboards in various social media management and analytics tools to manage brand reputation and understand what is being said about Huntington, identifying potential risks to the Huntington brand.
  • Formulate appropriate public responses for Huntington's social media channels, in conjunction with our Communications team, when necessary, to diffuse potential crises.
  • Establish a Social Media crisis playbook and automated alerts via Social Media management tools.
  • Work with Risk teams to update and monitor threats via social media channels to cyber security, physical security, and the safety of our colleagues and customers.
  • Identify engagement opportunities and alert key stakeholders so they can take action.
  • Develop daily and executive level reporting to help inform internal colleagues of the performance of the Social Media program.
  • Work with other departments in the company to leverage social media data with other data sources to strengthen targeting and customer experience improvement opportunities.

Basic Qualifications:

  • Bachelor's degree required.
  • A minimum of 5 years of direct experience working in either Financial Services or Social Media is required.
  • A minimum of1 year of experience working in Sprinklr is required.
  • A minimum of 1 year of experience creating queries and dashboards in various social media management and analytics tools.
  • A minimum of 1 year of experience managing brand reputation via Social Media is required.
  • A minimum of 2 years of experience using MS Office and digital analytics tools is required.

Preferred Qualifications:

  • Excellent verbal and written communication skills necessary.
  • The ability to train others in social media.
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.