Reckitt

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

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.