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Consumer Specialist - Social Media

City: Evansville

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

About the role

The Consumer Specialist – Social Media is responsible for monitoring, engaging, and responding to all incoming social media posts across Enfamil-owned and paid social channels. This role will be responsible for ensuring timely, accurate, and brand-aligned communication with consumers, while maintaining a positive online presence and supporting community engagement strategies. The Consumer Specialist – Social Media will collaborate with CRC Communications, Marketing, Legal, Brands, and Corporate Communications to develop response strategies that follow Enfamil Brand Guidelines and tone of voice.

Your responsibilities

Monitor all incoming social media posts, comments, and messages across social media platforms including, but not limited to, Instagram, Facebook, X, TikTok, Reddit, and YouTube
Ensure compliance with Enfamil social channel community guidelines through the established approval process for all incoming consumer messages and comments to maintain a positive online environment
Respond to consumer inquiries, comments, and concerns in a professional, empathetic, and brand-consistent tone with LEX and department approved responses
Escalate sensitive or complex issues to appropriate internal teams following established protocols
Collaborate with Communications and Marketing teams to ensure alignment on messaging and campaigns. Proactively suggest responses to anticipated consumer comments and questions
Track and report consumer sentiment, trending topics, and engagement metrics
Maintain knowledge of brand guidelines, promotions, and product updates to provide accurate information
Identify opportunities to enhance consumer experience and engagement through social channels
Provide feedback and suggestions for improving content moderation processes, procedures, and systems
Act as a mentor to Experts that take part in applicable developmental assignments
Assist with incoming consumer contacts including, but not limited to Phone, Email, and Chat contacts as needed based upon department and business needs
Other duties as assigned

The experience we're looking for

Minimum of high school diploma or equivalent; B.S. or B.A. preferred
Minimum of 2 years of customer service experience required
This position requires a mandatory hybrid schedule, with a combination of remote work and in-office presence
Experience in social media engagement with knowledge of best practices and social media monitoring tools (e.g., Sprinklr) preferred.
Effective and efficient problem-solving skills
Ability to analyze, interpret, and provide solutions
Strong organizational, time management, and interpersonal skills with attention to detail
Proficiency with computer systems and ability to learn new tools quickly
Flexibility with work schedule based on business demands
Strong written communication skills with attention to tone and detail
Ability to manage multiple conversations and prioritize responses effectively
High level of responsiveness and adaptability in a fast-paced environment

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

US salary ranges

USD 45,000 - 56,000

US pay transparency

The base salary range for this role will vary based on experience in job and industry, training and education, skills relevant to the position, and other factors permitted by law. In addition to the base salary, the position is eligible for an annual discretionary bonus, which is subject to change each year. Reckitt offers eligible employees competitive benefits including medical, prescription, dental, vision, and life and disability insurance; paid time off for vacation, sick and Company recognized holidays; a 401(k) plan; 16-week paid parental leave or 26 weeks for the birthing parent; adoption and fertility support; tuition reimbursement; discounts; and much more. Our compensation and benefits packages aim to give our talent the reward, protection, and peace of mind they deserve. If reasonable accommodation is needed to complete your application, please contact NAtalentacquisition@reckitt.com. Reckitt is committed to the full inclusion of all qualified individuals.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

Nearest Major Market: Evansville
Job Segment: Nutrition, Counseling, Healthcare

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