Experienced Senior Manager, Social Media Customer Support – Leading Viewer Experience and Team Development Across Multiple Brand Verticals

Introduction to arenaflex and the Industry

arenaflex is at the forefront of delivering exceptional viewer experiences through its innovative approach to social media customer support. As a leader in the entertainment and technology sector, arenaflex recognizes the power of social communities in shaping customer experiences and driving business outcomes. The company's commitment to fostering a culture of excellence, diversity, and inclusion has created a work environment that is both challenging and rewarding. If you are passionate about creating extraordinary experiences for customers and employees alike, and have a deep appreciation for the impact of social media on the viewer journey, then this role is an exciting opportunity for you to join a dynamic team at arenaflex.

About the Role and Team

arenaflex's Viewer Experience (VX) team is seeking an outstanding Senior Manager, Social Media Customer Support to architect and guide the implementation of an integrated social media support strategy across multiple brand verticals, including direct-to-consumer platforms and entertainment brands. As a key member of the VX team, you will lead the development and operationalization of the social support strategy and roadmap, setting a team vision, critical metrics, and scalable processes that drive business outcomes and enhance the viewer experience.

Key Responsibilities

• Develop and operationalize the social support strategy and roadmap, including setting team goals, designing scalable processes, and achieving metrics-driven outcomes across all brand verticals.
• Lead a team of leaders and individual contributors, guiding the daily implementation of the social media support strategy and providing coaching and development opportunities to enhance team performance.
• Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience, collaborating with cross-functional teams to build a detailed customer experience strategy.
• Collaborate with senior leaders to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is messaged with an appropriate tone and voice.
• Lead and guide go-to-market launches and product launches, ensuring social presence is appropriately represented and supported, and provide incident management support during high-impact scenarios.

Essential Qualifications and Skills

To be successful in this role, you will need:

• A BS/BA degree or relevant professional experience, with a minimum of 2+ years of experience managing a team and encouraging team development.
• 5+ years of experience in social media or online community moderation, with a proven track record of driving business outcomes through online activity.
• Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
• A high level of savvy related to Twitter, Facebook, Instagram, and AppFollow, with a proven understanding of metrics and tools that improve the consumer experience through social channels.
• Excellent communication and collaboration skills, with the ability to provide effective guidance and support to team members.

Preferred Qualifications

In addition to the essential qualifications, the following skills and experiences are preferred:

• Excellent written and verbal communication skills, with experience in technology, entertainment, and segmenting consumer audiences.
• Ability to collaborate well with cross-functional teams, with a strong approach to accountability and ownership of projects from start to finish.
• A positive and engaged approach to challenges, with a high tolerance for context switching and interruptions while remaining productive and providing effective guidance.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of career growth opportunities, including:

• Leadership development programs, designed to enhance your skills and knowledge as a leader.
• Training and development opportunities, focused on social media management, customer experience, and team development.
• Cross-functional collaboration, providing exposure to different areas of the business and opportunities to build a network of contacts across the organization.

Work Environment and Company Culture

arenaflex is committed to fostering a culture of excellence, diversity, and inclusion. Our work environment is dynamic, fast-paced, and collaborative, with a focus on delivering exceptional viewer experiences through innovative approaches to social media customer support. As an employee at arenaflex, you can expect:

• A supportive and inclusive work environment, with a range of employee resource groups and diversity initiatives.
• Opportunities for professional growth and development, with a focus on leadership development and training.
• A collaborative and dynamic work environment, with a range of social events and activities designed to foster a sense of community and teamwork.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support the well-being and success of our employees. These include:

• A salary range of $123,000 to $165,000 per year, depending on experience and location.
• A bonus and/or long-term incentive units, provided as part of the compensation package.
• A full range of medical, financial, and other benefits, designed to support the health and well-being of our employees.

Conclusion

If you are a motivated and experienced professional, with a passion for creating extraordinary experiences for customers and employees, then this role is an exciting opportunity for you to join a dynamic team at arenaflex. With a focus on innovation, diversity, and inclusion, arenaflex is committed to delivering exceptional viewer experiences through its approach to social media customer support. Apply now to join our team and take the first step in an exciting and rewarding career at arenaflex.