Social Media Community & Engagement Coordinator

Job Details Level: Entry

Job Location:

Hybrid - East Lansing, MI 48823

Position Type:
Full Time Education Level: 4 Year Degree Salary Range: $38,290.00 - $63,816.00 Salary Travel Percentage:
Up to 25%

Job Title:

Social Media Community & Engagement Coordinator

Position

Reports To:

Digital Marketing Manager

Positions Reporting to This Job: N/A

Managerial Responsibility:
Individual Contributor

Job Type: Remote w/ Travel

Job Level: Grade 2

FLSA Classification:
Non-Exempt

Competency Grouping:
Professional

The Social Media Community & Engagement Coordinator serves as a bridge between BIGGBY COFFEE’s social media marketing efforts and franchisee and end-consumer experience. This role is responsible for day-to-day social media execution, community engagement, franchise support, and platform management. This role ensures a seamless and engaging experience for followers while supporting franchisees in maximizing their social media presence. The coordinator maintains the social media publishing calendar by organizing approved content, scheduling posts, and ensuring campaigns are executed accurately and on time.

This role works closely with the Social Media Strategist but both roles independently report to the Digital Marketing Manager.

• Monitor social media platforms and engage with followers to foster community and brand loyalty.
• Respond to consumer inquiries, comments, and resolve issues promptly.
• Identify and escalation issues and opportunities across BIGGBY social channels.
• Manage franchisee social media support tickets and provide guidance.
• Onboard and support franchisees in setting up and maintaining their social media and business listing accounts.
• creating and preparing social media content, including copy, photos, and short videos, for publishing across BIGGBY social channels.
• Maintain the social media publishing calendar by organizing approved content, scheduling posts, and ensuring all content is published accurately and on schedule.
• Oversee platform maintenance and monitor any issues or improvements.
• Organize and deliver store content compliance reporting to applicaple Field Operations teams
• Collaborate with internal teams (Brand, People Operations etc) on social media initiatives and content distribution.
• Provide administrative support for social media and business listing related projects.
• Manage business listings platform, SoCi, to provide onboarding and assistance to stores
• Monitor community engagement trends and share observations with the Social Media & Content Strategist to support performance analysis and future content planning.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

• Bachelor’s Degree in Marketing, Digital Marketing, Advertising, or related field required
• Relevant job experience may be substituted for educational requirements

• Minimum of 2 year of job-related experience with social media platform content
• QSR and franchise social media marketing experience preferred.

• Experience with a scheduling platform and social media platforms (Facebook, Instagram, X, Linked In, Tiktok, You Tube)
• Proficient in MS Office Suite
• Canva experience
• Digital Business Listings experience (Google My Business, Meta)

• Ability to create content
• Proven ability to manage multiple projects and priorities at once
• Good interpersonal skills and ability to collaborate cross-functionally
• Ability to excel in a remote work environment, both independently and as a member of a team
• Ability to manage stress and conflicts in a work setting

• Facebook and Google Analytics certifications preferred

• Ability to lift up to 40 lbs occasionally
• Prolonged periods of seated work

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reliable…