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Social Media Community Manager

Company: N/A

Location: Merrifield, VA

Pay: N/A

Contact Information

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Phone: n/a
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Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To develop and administer online engagement strategies for Navy Federal’s social media on line community and optimize communication engagement of Navy Federal with its members and the public.


1. To manage Navy Federal’s social media community (commenting, responding, etc.) to include content development, community moderation and strategy.

• Coordinates and manages social media users/monitors across Navy Federal

• Drives engagement on enterprise social platform by creating and implementing new, integrated ways to develop, serve and distribute content

• Monitors and moderates community participation to ensure compliance with  rules of engagement, community guidelines, and escalation processes

• Collaborates with Social Media Strategist to prioritize one-to-many interactions with members, encourage two-way communication through social media platforms and events, and develop/manage a  highly engaging content calendar

• Acts as Advocate for members and is charged with maintaining the "voice of the community" in the social media spaces; engages dialogues, responds to inquiries and/or escalates posts to functional subject matter experts for appropriate responses

• Posts and promotes interactive content that encourages participation and development of member-generated content to ensure that the community is achieving its objectives

• Leverages listening platforms to gain user insights, enhance performance of existing functionality/tools and increase knowledge sharing between various internal stakeholders

• Identifies and deploys new capabilities to existing platforms to improve experience, engagement, content publishing, collaboration, communication, workflow and/or metrics as they are available and applicable

• Administers social media user access permission using Sprinklr

• Communicates suggested content and product updates to Social Media Strategists and product/service owners

2. Builds collaborative relationships with stakeholders, vendors and membership community to ensure maximum integration of engagement to grow community, brand expansion and user experience (UX).

• Collaborates with key stakeholders to understand functional business initiatives, issues, products and services to translate into content development and tactical engagement plans

• Works and consults directly with Social Media Strategist to integrate content strategy into coordination and publication of content

• Assists with creation and presentation of social media strategy and integrated marketing campaigns

3. Manages internal and external vendor resources to maximize productivity and collaboration within budget reporting, analysis of usage and performance of social media environments.

• Develops and monitors effective benchmarks for measuring impact of social media programs and analyzes, reviews and reports performance results of campaigns

• Establishes appropriate metrics & reporting on a regular basis, including recommendations from Social Media Strategists and Marketing leadership

• Identifies and documents trends of member behavior and participation within the community so that they can be referenced/utilized in creating content

• Conducts and maintains internal social tools audits to identify opportunities for integration and cost savings

• Summarizes insights, conversations and activity to create actionable reports to optimize and support strategies

4. Performs other duties as appropriate.


•  Bachelor’s Degree in a related field, or the equivalent combination of education, training and experience
•  Experience and solid understanding of online outreach and ability to develop online engagement strategies
•  In-depth knowledge and understanding of social media platforms and proficient usage/functionality of leading social media sites like Facebook, Foursquare, etc.
•  Familiar with marketing concepts, practices and procedures to include a strong understanding of social networking, emerging social networks, social CRM and social media marketing
•  Experience sourcing and managing content development and publishing across key social media sites
•  Outstanding organization, communications and relationship skills with ability to handle multiple projects simultaneously while meeting deadlines
•  Solid understanding of public relations, Search Engine Optimization (SEO) and other key social media tools and how they affect the client
•  Knowledge and experience using social media channels in direct (push/pull) marketing strategies
•  Knowledge of and experience with design and development packages (Adobe, HTML, etc)
•  Demonstrated creativity with the ability to synthesize information and make informed decisions
•  Exceptional written and verbal communication skills to present/promote results/performance/recommendations to all levels of management, stakeholders and vendors in a fast paced environment
•  Ability to work with cross-functional teams in both leadership and community member roles
•  Ability to research and stay up-do-date on what’s new, innovative and useful in the digital space
•  Knowledge of financial products and services


•  Bachelor’s Degree in communications, marketing advertising, media studies, business or related fields
•  Knowledge of Navy Federal policies, procedures, products, and services
•  Knowledge and understanding of NFCU programs, services and organization, and their relationships

Monday – Friday, 8:00AM-4:30PM

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability

Job Requirements