Senior Manager, Social Engagement
Brother USA

Bridgewater, New Jersey

Posted in Retail
5 days ago

Job Info

The Senior Manager, Social Engagement & Loyalty manages the (organic) Social team, positioning the team for increased business contribution and success. Focus areas include setting social strategy, defining the brand voice, managing & planning robust contents calendars across all BU's, optimizing our social processes, competitive analysis, deeper understanding of the important of social, improved social reporting and generating deep, actionable analytics and insights. In addition, this position is a key driver of Brother's customer loyalty activities - participating in our Loyalty working group and leading the implementation of specific loyalty programs. This position plays an active part in overall CXC departmental planning activities and will help to create and implement customer experience enhancements, all along the customer journeys.

Brother's Customer Experience Center (CXC) is a shared marketing resource group, whose mission is: "We will provide Brother prospects and customers with an awesome at-your-side experience, making them passionate, valuable fans for life." The CXC serves all of Brother's business units, helping to maximize both sales results and CX-related efficiencies.

Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

Social Engagement (Organic Social Strategy & Implementation)

  • Develop and implement clear organic social strategies, and brand voice to support customer acquisition, engagement, and retention across the business
  • Create, deploy and maintain solid, forward-looking quarterly content calendars for all social properties
  • Optimize the organic social process, ensuring the team's ability to collaboratively and successfully execute programs, including, but not limited to: delivery of assets, development of copy, creation and review of design, minimal revisions, comprehensive QA, and timely deployment
  • Develop team's ability to create clear, actionable organic social analytics and insights - tell the story of how organic social is contributing to Brother's business goals
  • Deploy tools and external resources as needed, to improve the effectiveness of organic social
  • Support team members as needed, with special focus on HAD activities (due to insourcing-generated needs)

Loyalty Strategy & Programs

  • Act as strong, contributing member of overall Customer Loyalty working group
  • Assist with loyalty strategy creation, timelines and action plans
  • Lead responsibility for implementation of specific Brother loyalty program

CXC Leadership

  • Active participation as member of leadership team, helping drive group strategy, culture, communication and progress
  • Overall CX enhancements - help set strategy and implement improvements in overall CX, including loyalty and engagement tactics, with goal of increasing # of "golden" customers


- A Bachelor's Degree (or equivalent experience) in Business, Marketing, Communications, or related field preferred

- A minimum 10 years' experience to include:

  • Managing a digital marketing team
  • Leading cross-functional efforts of multiple social media platforms across an organization
  • Designing and implementing a robust social marketing strategy
  • Experience with social media software (e.g. Khoros, Sprout Social, Sprinklr, Hootsuite, etc.)

- Google Analytics Certification is preferred

- Software/Technical Skills

  • Knowledge of content marketing theory and application, specifically as it relates to digital and social marketing
  • Knowledge of Social Media Management & Analytics software (e.g. Khoros, Hootsuite, Sprinklr, Sprout Social, Facebook Insights, Simply Measured, etc.)
  • Knowledge of various Social Media platforms and how they can be effectively deployed, including but not limited to: Facebook, Twitter, Instagram, Pinterest & LinkedIn, & YouTube
  • Knowledge of content development and strategy (copy, visual, audio, video)
  • Knowledge of SEO principles, including keyword research and Google Analytics

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.

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