Community and Engagement Leader

Community & Engagement Leader Position Overview Assigned to iconic Johnson & Johnson Brands such as AVEENO®, BAND-AID®, JOHNSON’S®, and/or LISTERINE®, the Community and Engagement Leader (CEL) is responsible for defining, activating, and overseeing best-in-class, business-driving, consumer experiences in social media and traditional engagement channels. Partnering with Brand teams, agencies, and the Consumer Care Center (CCC), the CEL applies subject-matter-expertise in social media marketing and leverages compelling consumer insights to shape the development of consumer engagement strategy including channel selection, influencers, partnerships, PR, and content. Through oversight of Consumer Care Center (CCC) teams, and direct engagement in community management activities, the CEL ensures strong and consistent projection of Brand image, voice, and persona across all consumer-facing channels (digital and traditional). Key Responsibilities Social Media Community Management Establishes Brand-specific community management standards and performance goals As needed, collaborates with Brands and agency partners to revise Brand voice and persona. Updates social media playbooks. In partnership with CCC leaders, ensures front-line Social Media Specialists are coached to maximize performance and ensure Brand image, voice, and persona are projected effectively and consistently Through monitoring and frequent direct engagement on social media channels, maintains a strong awareness of emerging community themes and trends As defined by Brand Teams ways-of-working, supports and/or owns the development and execution of organic social media activations including content creation, copywriting, approval, content calendar scheduling, programming, publication, monitoring, and moderation As needed, manages relationships with external vendors and agencies including budget, contracts, and invoicing Consumer Experience Advocacy and CCC Point of Contact Establishes expertise on assigned Brands including Brand voice and persona, their products, their claims and the science behind them, the competitive landscape, as well as category and consumer trends Maintains strong connectivity to Brand partners establishing a comprehensive working knowledge of their priorities and plans including new product introductions, media, professional, eCommerce, promotions, as well as changes to claims, packaging, and labelling Maintains expertise in all aspects of direct consumer engagement including careful communication, escalation, and compliance Champions voice-of-the-consumer and optimization of the consumer experience. Understands and advocates for consumer needs and preferences. Proactively looks for opportunities to expand brand passion and improve consumers experiences with the Brand. Contributes to the development of Brand strategies and tactics that impact consumer engagement channels including social media (organic and paid), influencers, partnerships, ratings and reviews, as well as Consumer Care telephone service lines and Brand.com “Contact Us” pages. Takes leadership in assessing impact of marketing plans on consumer-facing channels and the CCC Recommends solutions and ways-of working that enable best-in-class consumer experiences, optimize cost, and minimize compliance risk Coordinates actions needed to ensure CCC-readiness for all marketing activities including the upload of product details to CCC systems, the drafting and approval of statements and frequently asked questions, definition of data collection and compliance protocols, resourcing, development of training materials and training Partners with Brand leaders, Communications and PR personnel, as well as the CCC Operations and Project Management Team to manage crises and escalations Intelligence, Analytics, and Reporting Strives to be a reliable source of knowledge and perspective on consumers and their relationships with Brands Maintains subject-matter-expertise on existing and emerging social media platforms and their use in marketing Monitors all owned consumer engagement channels for emerging Brand/product issues and insights Leverages social listening tools such as Khoros and Brandwatch to monitor trends beyond owned channels Uses analytical tools and skills to collect and analyze data that supports business recommendations and/or highlights compelling consumer insights and business opportunities Collaborates with other business intelligence and market research functional groups to explore data and insight integration opportunities Generates thought-provoking reports, recommendations, and business cases. Distributes and/or formally presents them to all appropriate stakeholders. Shapes decision making. Scope of reporting includes but is not limited to product insights, consumer insights, as well as cultural, industry, and competitive trends Qualifications Qualifications Education Bachelor’s degree required. Master’s degree or equivalent is preferred Experience and Skills A minimum of 3 years of relevant work experience is required. Experience in the Beauty or Healthcare industries is preferred. Working knowledge of and experience with major social media platforms is required (e.g. Instagram, Facebook, Twitter, TikTok) Experience with social media moderation and social listening tools is required (e.g. Salesforce, Sprinklr, Khoros, Brandwatch, Hootsuite) Solid analytical skills are required. Ability to use both data and intuition to drive and influence decisions is strongly preferred. Excellent communication skills are required, including proven record in creating reports that drive effective decision-making Experience growing online communities and developing social media campaigns with a proven track record of results is strongly preferred Knowledge of influencer marketing trends is preferred Copywriting and editing skills are highly regarded especially if applied in social media settings Crisis management experience is preferred Understanding of highly regulated environment (e.g. healthcare) is preferred Passion for learning and a natural dissatisfaction with the status quo is preferred Demonstrated ability and preference for working in a fast-paced, high-growth work environment, adapting to continually changing priorities and ambitious project timeframes. Brings a positive can-do attitude, is a team player and is eager to show his/her entrepreneurial spirit by treating his/her brand(s) as his/her own. Location of Role: Position located in Fort Washington (PA) with flexibility for remote work Language Requirements: English required, Spanish a plus Travel Requirements: 10% Environmental Requirements: N/A Physical/Work Requirements: Working at a computer for extended periods of time Primary Location United States-Pennsylvania-Fort Washington-7050 Camp Hill Road Organization Johnson & Johnson Consumer Inc. (6101) Job Function Marketing Requisition ID 2206046316W