Social Listening Specialist

The Social Listening Specialist is responsible for driving and executing the social listening and monitoring program across Assurant globally to generate actionable insights, help safeguard the reputation of our company and our clients and be on the forefront of industry and competitor trends.

Strategy Development – 15%

• Partner with Director, Global Social Media & Advocacy, leverages business acumen and cross-functional network to develop enterprise listening strategy, including the ideation, development, and subsequent enhancements and optimization.
• Work with cross-functional teams to develop and implement the listening strategy, determine the feasibility and priority of listening needs across the business, and conduct global listening discoveries and audits.

Execution of Social Listening Strategy – 30%

• Determine appropriate requirements, map to social architecture, and configure social listening topics and queries within the platform including writing Boolean queries.
• Conduct discoveries and audits as needed.

• Routinely assessing current queries and optimizing/modifying configuration of tagging structure and queries (as needed) to reflect changes in business and industry.

Analysis, Reporting, Communication – 35%

• Monitor, extract, analyze, and leverage large data sets (including key clients, products, services, events, and campaigns) to develop impactful strategic VOC insights and recommendations.
• Provide proactive, robust intelligence reports which include recommendations and opportunities based on social conversation trends.
• Communicate insights and manage stakeholder engagement.
• Supervise process for maintaining high quality data from listening and conduct quality checks to support social care efforts and reporting.
• Leverage social platform to provide benchmarking for competitive listening initiatives.

Vendor/Resource Management – 20%

• Manage tools and/or vendors related to social listening and monitoring.
• Platform administration including providing/restricting access, permissions, building infrastructure, dashboard creation (listening, reporting, engagement), and macros.
• Manage social listening ticketing system including assessing requests, creating backlog, creating timelines, and communicating with stakeholders.
• Engage with vendor’s managed services to provide guidance and feedback on the social media listening tool, facilitating improvements and efficiency.

Number of Direct Reports and Typical Job Titles

 None

Total Number of Employees (includes direct reports and all employees in those organizations)

None

Responsibility for managing project resources

None

Basic Qualifications

• Bachelor’s degree in Marketing, Communications, New Media, Business, or related field
• 2+ years professional experience in a marketing, digital or social media capacity
• 1+ years hands-on experience developing social listening Boolean search queries and monitoring for large consumer brands or Fortune 500 companies in an agency, corporate or consulting capacity.
• Proficient understanding of social listening (Boolean Language and platforms, like Sprinklr, Talkwalker, or Brandwatch.)

Other Requirements

• Strong interpersonal and communication skills (both verbal and written).
• Strong analytical skills: ability to spot trends and patterns; synthesize and translate unstructured data into timely, actionable insights and reports.
• Demonstrated ability to manage and prioritize diverse elements of complex projects for people, tasks, communication, change, etc. to drive optimal outcomes and results- strong project management and multi-tasking skills.
• Ability to excel in a large, matrix environment.

Preferred Skills

• Experience with social customer care, triage or response preferred.
• Experience with Sprinklr and Sprinklr’s listening module preferred.
• Bilingual speaking, reading, and writing proficiency in Spanish/English
• Practitioner of enterprise social media management tools for social monitoring and listening.
• Experience working with global cross-functional teams.

Environment/Physical Demands: This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able and willing to participate in videoconferencing throughout the day.

Travel may vary depending on location.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/