Online Marketing Specialist

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E‑Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

The Online Marketing Specialist – Social Media is responsible for managing BCAA’s social media presence with a strong focus on customer service, real‑time engagement, content publishing, and performance analytics. This role is a full‑time 18‑month contract and plays a key part within the Digital Engagement team, working closely with Content / Brand Marketing to deliver consistent, on‑brand experiences across all social channels.

• Act as the primary point of contact for customer interactions across social media channels.
• Monitor social platforms in real time to respond to inquiries, comments, and issues in a timely, accurate, and on‑brand manner.
• Escalate customer concerns appropriately and partner with internal teams to ensure resolution.
• Proactively manage BCAA’s online reputation and identify emerging issues or risks.

• Execute the day‑to‑day publishing of social media content aligned with the content calendar and brand campaigns.
• Collaborate closely with the Content team in Brand Marketing to ensure messaging consistency and campaign alignment.
• Recommend post optimizations for each platform to maximize reach, engagement, and relevance.
• Actively engage with the audience to build community, increase interaction, and grow followers.

• Maintain and execute the social media content calendar in alignment with marketing priorities and campaign timelines.
• Provide input into content planning based on audience trends, engagement insights, and platform best practices.
• Work with Brand to ensure all content reflects BCAA’s brand voice and customer‑first approach.

• Own social media performance tracking, reporting, and insights.
• Define and monitor KPIs such as engagement rates, response times, sentiment, reach, and growth.
• Analyze performance across channels and campaigns, identifying trends and opportunities.
• Deliver regular reporting with actionable recommendations to optimize content, engagement, and customer experience.
• Monitor competitors and trends; research the social media environment and identify new trends and opportunities on the channels.

• Partner with Content, Brand, Consumer Marketing, Customer Experience, IS, and other internal teams to support integrated campaigns and consistent messaging.
• Collaborate with external agencies where applicable.

• Ensure all social media activity adheres to privacy, compliance, and brand standards.
• Identify and mitigate risks related to social engagement and public responses.
• Follow established escalation and crisis management protocols when required.

• Post‑secondary education in Marketing, Communications, or a related field.

• 2–3 years of experience managing social media in a medium‑to‑large organization.
• Hands‑on experience in social media customer service and community management.
• Experience publishing content across multiple platforms (e.g., Facebook, Instagram, Tik Tok, X, Linked In).
• Experience with publishing approvals and ideally with a social media engagement tool (e.g., Brandwatch or Hootsuite).

• Strong understanding of social media best practices, trends, and platform capabilities.
• Proven ability to manage high volumes of interactions in a fast‑paced environment.
• Experience with social media management and analytics tools.
• Strong analytical skills with the ability to translate data into insights and actions.
• Excellent written communication skills with a customer‑first, brand‑aligned tone.
• Ability to collaborate cross‑functionally, especially with content and brand teams.
• Knowledge…