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Customer Care & Social Media Analytics and Insights Supervisor

Apply Job Req. ID 16357BR Date Posted 09/07/2021 Location Lakeland, Florida
Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It’s satisfying to work for – and be an owner in – a Fortune 100 company that is widely recognized as a leader in the supermarket industry.

The Customer Care and Social Media (CCSM) department at Publix represents a digital extension of our customers’ store experience. The department builds relationships with online communities, answers customer questions, resolves customer concerns, and shares information through social media channels. Within the department, the Analytics and Insights Supervisor will lead a team in the design, development, and maintenance of analyses, reporting, and intelligence strategy and solutions. Ideal candidates possess excellent communication skills, including exceptional writing, storytelling, and presentation skills, with ability to tailor communications to a variety of audiences.

What you’ll do
  • implement initiatives to improve data analysis processes
  • monitor sentiment to identify the impact of current events and industry trends that may rapidly gain momentum across traditional contact and social media channels
  • establish and formalize the crisis intelligence strategy, which includes developing roles, responsibilities, processes, and communication protocol for situations that may impact Publix
  • create social media analytics solutions for organic social media content and live social media events
  • create analytic solutions for monitoring and improving operational efficiencies
  • supervise, coach, and train CCSM Reporting Analysts and Reporting Specialists


Required Qualifications
  • Bachelor of Science degree in Marketing, Finance, Accounting, Computer Science, Data Analytics, Information Management/Technology, Engineering, Statistics, or any Business or Communication field
  • at least five years’ analytics, computer science, or similar analytics field work-related experience
  • at least three years’ experience writing SQL or Boolean queries
  • at least three years’ experience with Google Analytics, Data Studio, Sprinklr or similar functionality within other social analytics tools
  • at least three years’ professional experience using and/or reporting on a social media platform
  • at least five years’ experience using Microsoft Access, Excel, Word, and PowerPoint
  • knowledge of crisis monitoring, communication plans, research best practices, natural language processing principles, and database architecture
  • broad knowledge of and ability to apply Information Systems design methodologies, testing, processes, and coding languages
  • ability to develop data visualizations and research-based recommendations
  • ability to demonstrate critical and strategic thinking skills, utilizing analytical methodologies
  • ability to apply design thinking and rapid prototyping techniques
Preferred Qualifications
  • Master’s degree in Business, Accounting, Statistics, Economics, Engineering, Data Science, Data Analytics, or like discipline
  • seven or more years of analytics, computer science, and/or social media analytics experience
  • five or more years’ experience writing SQL or Boolean queries
  • five or more years’ experience with Google Analytics, Data Studio, or similar functionality within other social analytic tools
  • seven or more years’ using Microsoft Access, Excel, Word, and PowerPoint
  • five or more years’ professional experience using and/or reporting on a social media platform
  • three years of management or supervisory experience
  • experience working at Publix or at another organization with a reputation for excellent customer service
  • prior call center experience
  • experience with distributed big data tools, utilizing visualization software/tools
  • experience with Sprinklr Reporting and Sprinklr Listening
  • knowledge of social media best practices, styles, platforms, and analytical functions including native application analytics and principles of social listening and knowledge of social engagement practices
Potential Annual Pay with Bonus 68,120-102,570 Additional Required Qualifications
Minimum Base Pay 5,240.00 Maximum Base Pay 7,890.00 Additional Preferred Qualifications
Frequency of Pay Monthly Hours of Work 45 hour minimum work week Travel Frequency 10% Year End Bonus As a year-end bonus to associates, Publix issues one month’s extra pay (pro-rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line aboveAs a year-end bonus to associates, Publix issues one month’s extra pay (pro-rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line aboveAs a year-end bonus to associates, Publix issues one month’s extra pay (pro-rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line above. Address 3300 Publix Corporate Parkway City Lakeland Region FL between Orlando and Tampa Other Compensation Information
Benefits
  • Employee stock ownership plan that contributes Publix stock to associates each year at no cost
  • An opportunity to purchase additional shares of our privately-held stock
  • 401(k) retirement savings plan
  • Group health plan (with prescription benefits)
  • Group dental plan
  • Group vision plan
  • Sick pay
  • Long-term disability insurance
  • Company-paid life insurance (with accidental death & dismemberment benefits)
  • Tuition reimbursement
  • Vacation pay
  • Free hot lunches (buffet-style) at facilities with a cafeteria
  • Paycheck direct deposit
  • Credit union
  • Access to over 50 discount offers including discounts on computer, vehicle and wireless purchases
  • 6 paid holidays (associates can exchange the following holidays with their manager’s approval: New Year’s Day, Memorial Day, Fourth of July, and Labor Day).
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