Social Media Consumer Experience Team Lead

Social Media Consumer Experience (SMCX) Team Lead

With a focus on Mobility, Operational Excellence, Value to our Customers and the Electrification of vehicles, you can expect to be part of something exciting. From the sleek design of our vehicles to the unique opportunities we offer around the globe, Nissan exemplifies ingenuity in everything we do. Our people are what drive the business forward.

We are currently looking for a Social Media Consumer Experience Team Lead to join our team in Franklin, TN.

This role will be responsible for the day-to-day supervision of a dedicated Customer Care Moderation Team. This person assists the Manager by ensuring that the functional requirements of the job are being adhered to with an eye towards providing an industry-leading customer service experience for our brands on Social Media. Keys for success in this role include ensuring an ongoing cohesive work unit, assisting in the onboarding of new team members, as well as collecting, summarizing and reporting key information to upper management, key stakeholders, and agency partners.

Job functions include, but are not limited to:

• Effectively coach, motivate and supervise dedicated Social Media Customer Care Moderators responsible for providing industry-leading customer service for Nissan and INFINITI brands across all social channels.
• Collaborate with the team's Training/Quality Planner and Reporting Planner to ensure moderation and listening practices and results are at/above specific Key Performance Indictors (KPIs) expectations.
• Ensure that the SMCX Team adheres to Nissan and INFINITI brand standards and policy guidelines at all times on Social Media properties.
• Works with Manager to escalate Customer Inquiries to Management, SMCX Team or other appropriate internal teams.
• Report weekly and monthly KPI standards to ensure the team is working efficiently.
• Attend meetings across various departments representing the interests of the Social Media Customer Experience team to ensure our needs are met.
• As necessary, performs other related duties including: maintaining team schedule, creating presentations and reports while providing project management of which the above are representative.

Minimum Qualifications:

• BA / BS in Business Administration, Marketing, Public Relations/Affairs or Communications.
• 1-2 years of various experience in, Marketing, Sales, Digital, Social, Customer Relationship Management (CRM)/Customer Service or a related field; with at least 2 years in a leadership capacity (Team Lead, Manager, Supervisor or having a proven and demonstratable leadership experience), ideally all within the automotive industry.
• Must be able to work flexible hours to support our channels at peak times of the day and for special brand events. Must be available for evening and weekend phone calls/e-mails to advise team on urgent escalations.
• Passionate about Social Media as a communication and connection medium.

• Excellent verbal and written communication skills with a focus on attention to detail are required.

• Working knowledge of one or more Social Listening and/or Engagement platforms such as Salesforce or Sprinklr.

Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the automotive industry by applying today.

Nissan is committed to a drug-free workplace. All employment is contingent upon successful completion of a drug screen for roles based in the United States and background screening for all positions.

All of us at Nissan - regardless of functional area or expertise - share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan's policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

**Visa sponsorship for this position is not available at this time. **

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees - with shared characteristics or interests - build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Franklin Tennessee United States of America