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Social Media Facebook Gps. job in Columbia

Laureate Education jobs
Columbia, Maryland (MD)
Company Name:
Laureate Education
Company Type:
Certified B Corporation
Other/Not Classified
Impact Area:
Education & Training

United States
State / Province:
Maryland (MD)



Reporting to the Director of Digital Marketing, the Social Community Specialist will be responsible for managing prospective students, students and alumni within our public and private social platforms. They will collaborate with an extensive cross functional team to ensure accurate and timely engagement that successfully optimizes business objectives and effectively services our customers. He or she will act as community manager, carrying out daily community management tasks; using research skills; leveraging insights as well as consultative salesmanship to identify new enrollment opportunities and keep customers engaged. We are looking for a solution-oriented person with a “can do” attitude and an inquisitive nature, who can show initiative and can work both independently or as a part of a team.

In this role, the Social Community Specialist will support prospects throughout the funnel. He or she will build brand ambassadors and influencers leveraging the social communities, faculty, and staff and will determine the best ways to represent the communities via online channels. He or she will be responsible for ensuring all community engagements receive a timely and appropriate response from the brand. This individual will be responsible for the generation and syndication of positive reviews as well as the escalation and routing of negative reviews and customer service issues.

  • Drive YoY growth in funnel progression, active users, enrollments, and membership

  • Drive active brand ambassadors and influencers who are advocating via published content

  • Establish SLAs for response time and ensure we meet or exceed those standards within public platforms: Facebook, Twitter, LinkedIn, Instagram, others as needed as well as within private communities

  • Ensure all social community engagements receive a timely and appropriate response with an emphasis on quality customer care, transparency and authenticity to a large, public audience

  • Leverage all customer touchpoints to present and drive traffic to the communities

  • Establish a process for routing negative feedback & answering questions for which we don’t have standard replies

  • Leverage social listening tools to inform strategy and monitor trends, sharing insights with stakeholders and taking action as necessary

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Engage and manage customers throughout their decision process

  • Engage with customers to uncover issues, concerns, gain understanding of motivations, provide solutions, and assist in enrolling students

  • Leverage community ambassadors and advocates to engage and assist prospective students and amplify the brand message

  • Utilize tools and social media management platforms such as Percolate, Marketo, and Saleforce to understand and manage customers

  • Through customer conversations, identify new enrollment opportunities


  • BS/BA degree in Marketing, Communication, Public Relations, Journalism or related field

  • 2+ years of customer service and/or consultative sales, communications or marketing

  • Proficiency in Social Platforms such as Facebook, Twitter, and LinkedIn

  • Excellent communication, oral and written (proofreading), and organizational skills

  • Knowledge of social media management tools and analytics preferred

  • Ability and desire to work both independently and collaboratively

  • Must have excellent project management skills and ability to manage multiple projects

  • Must be solution orientated

  • Must show initiative and have intellectual curiosity and willingness to be humble and keep learning

  • Must be comfortable with change

  • Emotional intelligence will be highly valued

  • Must speak English at a native level

ref: (SB_11612)
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