Toys'R'Us, Inc. Manager Corporate Communications, Social in Wayne, New Jersey

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Description

The Social Media Manager will lead Toys“R”Us and Babies“R”Us community management across social media platforms: Facebook, Twitter, Instagram, Snapchat and YouTube. The Social Media Manager will be responsible for developing the engagement strategy, managing brand reputation and crisis escalation across all channels, as well as measurement and reporting. This role will collaborate closely with his/her peers on Social Marketing, Customer Care and various departments throughout the organization.

Key Responsibilities:

  • Planning and goal setting, in partnership with cross-functional partners and outside vendors

  • Management of 5-person team and mapping resources to meet short and long-term objectives

  • Creation of appropriate brand voice and personality for daily consumer interactions on all social channels, including proactive and reactive communications, customer complaints and resolution, surprise and delight, etc.

  • Proactive management of social media editorial plans and day-to-day activities including:

  • Community Management – prompt meaningful two-way engagement with customers, and cultivate and nurture relationships with social influencers

  • Creation of an Editorial Calendar in concert with colleagues in Social Marketing, as well as content (created or shared) with the intent of encouraging conversation among the community on each of the brands’ social channels

  • Development of Customer Care Social Strategy to guide customer outreach activities and grow presence on company social channels

  • Identifying, escalating and resolving any crisis/issue related posts across all social channels (developing plan for off-hour and weekend monitoring to ensure 24/7 always-on maintenance)

  • Monitoring of responses on all published content (images, video and written)

  • Collaborate with Public Relations and Philanthropy teams to help amplify reach of various campaigns

  • Collaborate across the company to develop unique, compelling content (images, video and written) to share across social channels

  • Identify “Best Practices” for the social teams. Monitor and share trends in social media tools, applications, channels, design and strategy

  • Analyze, review, and report on effectiveness of social activities

Qualifications and Experience:

The ideal candidate is a highly motivated, collaborative, creative individual with experience and a passion for connecting with current and future customers. That passion will come through as he/she leads the development of engaging content and social plans

  • Minimum 5-7 years PR, Communications or Customer Service experience with at least 3 focused in Social Media. Degree in Communications, PR or Journalism preferred but not required with relevant work experience.

  • Demonstrates creativity and documented immersion in social media.

  • Experience sourcing and managing content development and publishing.

  • Displays in-depth knowledge and understanding of social media platforms, their respective participants (Facebook, Twitter, Instagram, YouTube, Pinterest etc.) and how each platform can be leveraged in different scenarios.

  • Experience with Social Media listening and reporting tools like Curalate and Brandwatch

  • Experience with Social Media Community Management tools like Conversocial.

  • Maintains excellent writing and language skills.

  • Displays ability to effectively communicate information and ideas in written and video format.

  • Practices superior time management.

  • Is a team player with the confidence to take the lead and guide other employees when necessary (i.e.: content development, creation and editing of content, and online reputation management).

  • Makes evident good technical understanding and can pick up new tools quickly.

  • Possesses great ability to identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues.

Toys"R"Us is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status or any other basis prohibited by law.

Toys“R”Us recognizes that its team members are its greatest asset and is committed to developing high-performing, highly engaged and diverse talent. The company offers various employment opportunities, ranging from internships to top management positions at the company’s Global Resource Center in Wayne, New Jersey. In addition, job seekers can explore positions at Toys“R”Us and Babies“R”Us stores and distribution centers coast-to-coast.