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Job Opening for Social Media Manager in TIDAL (New York, NY)

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Job Category : Digital marketing
Company Name: TIDAL
Position Name: Social Media Manager
Location : New York, NY
Job Description : Company Description TIDAL is a global music and entertainment streaming platform committed to creating a deeper connection between artists and fans through its library of more than 80 million songs, over 350,000 high quality videos, and available in over 60 countries. In addition, TIDAL offers its subscribers exclusive access to high-profile music and music videos, original content series, podcasts, documentaries, livestream concerts, tickets, merchandise and live experiences. Together, TIDAL and Block will be music-obsessed and artist-focused while we explore new artist tools, listener experiences, and access to financial systems that help artists be more successful. Job Description The Social Media Manager will oversee two important functions for the Member Support team reporting to the Senior Manager of Customer/Member Experience. Member Support plays an essential role to business, as one of the first points of contact for TIDAL subscribers looking for assistance. You will work with business leaders within our Brand and Social Media team and content developers to create highly consumable content for our customers. With two distinct customers – contact center agents and external TIDAL subscribers – your goal is to look for opportunities to improve the overall end-user experience solving customer inquires on social media, identifying areas for escalation, while also delighting our subscribers and building community across digital platforms. Delivering our customers on social media with exceptional support will be your goal. You Will: Create, develop, and maintain a knowledge base Draft new knowledge content, while also getting cross functional approval Analyze and report essential knowledge metrics to leadership Be the owner of our content and will provide the appropriate content to our internal and external customers. Help maintain our knowledge infrastructure Share best practices and tactical knowledge across the organization Assess the quality of Knowledge Articles and provide feedback Use a combination of data analysis, user research, and content audits to make content decisions and orchestrate content development Monitor the health of the knowledge base, analyze article patterns and trends and make suggestions for improvement Cohesively partner across job levels, departments, and geographies. Qualifications You Have: Bachelor’s degree or 2-4 years of relevant experience Zendesk and Sprout platform experience Experience in issues management for social media customer care. Experience managing multiple social media platforms and metrics (e.g., Facebook, Instagram, and Twitter). Experience with Knowledge Management methodologies, tools, and concepts Experience presenting data/reporting to business and technical teams Experience working in matrixed organizations A solutions-driven demeanor with analytical and investigative skills Additional Information We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis. Perks We want you to be well and thrive. Our global benefits package includes: Healthcare coverage Retirement Plans Employee Stock Purchase Program Wellness perks Paid parental leave Paid time off Learning and Development resources Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
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