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Director of Customer Care and Social Media

Apply Job Req. ID 9326BR Date Posted 06/05/2019 Location Lakeland, Florida
The Director of Customer Care and Social Media provides strategic direction for the development and implementation of Publix’s social media communication strategy and for the customer care department. This includes
  • developing and executing a social media vision and strategy
  • ensuring leadership awareness of trending social media and customer care issues
  • overseeing customer response systems and processes
  • providing industry-leading customer service.

Additional responsibilities include:
  • using analytics and research capabilities within the social media and customer care functions to identify trends
  • developing and managing of 50+ associates within the Customer Care, Social Media, Analysis and Corporate Call Center departments
Required Qualifications
  • Bachelor’s degree or equivalent experience
  • at least three (3) years of media relations experience (traditional and/or social)
  • at least two (2) years of management experience
  • at least three (3) years of experience writing formal communications
  • strong knowledge of social media platforms, trends and practices
  • knowledge of media relations and disciplines
  • knowledge of general business principles
  • knowledge of consumer trends, practices and advances
  • problem solving and crisis management skills
  • intermediate knowledge of Social Media Engagement software
  • excellent communication skills; both verbal and written
  • Willingness to work a variable work schedule including nights, weekends and holidays
Preferred Qualifications
  • Bachelor’s or Master’s degree in journalism, communications or consumerism
  • five (5) or more years media relations experience (traditional and/or social)
  • three (3) or more years of management experience
  • three (3) or more years of retail experience
  • knowledge of Publix history and culture
  • knowledge of Publix’s organizational structure
  • basic knowledge of ePowerCenter or related computer programs
  • expert knowledge of Social Publishing and Social Listening software
  • intermediate knowledge of Microsoft Office; Word, Excel, PowerPoint and Access
  • intermediate knowledge of Adobe Acrobat
  • expert knowledge of Social Media Engagement software
Potential Annual Pay with Bonus 113,880 - 170,365 Frequency of Pay Monthly Hours of Work Minimum 45 hours per week. Travel Frequency Occasionally Year End Bonus One month’s pay (pro-rated in the first year) if associate remains employed through issue date of the bonus check. Address 3300 Publix Corporate Parkway City Lakeland Region FL between Orlando and Tampa 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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