Social Media Representative

The Social Media Representative is responsible for enhancing West Edmonton Mall’s (WEM) digital presence by engaging with the online community, developing compelling content, and providing exceptional customer support through social media channels and CRM tools

Primary Responsibilities:

• Monitor and respond to guest comments, concerns and inquiries on WEM’s social media platforms and CRM tools in a timely and professional manner.
• Collaborate with fellow Social Media Representatives, the Social Media Coordinator, and the Social Content Specialist to achieve WEM’s social media goals.
• Assist in content creation and real-time posting across social media platforms, including Instagram, Facebook, X (Twitter), TikTok, LinkedIn, YouTube, as well as any potential new media platforms.
• Write engaging, on-brand copy that connects with WEM’s target audience while ensuring all content is proofread for grammatical, punctuation, and spelling accuracy.
• Review social media posts for accuracy and brand alignment, removing any inappropriate content in accordance with WEM’s digital guidelines.
• Monitor conversations using CRM tools, compile guest feedback.
• Maintain a strong knowledge of WEM’s products and services to provide accurate information to guests.
• Attending WEM events to create and share live social media content.
• Stay up to date on social media trends, innovations, and best practices to help improve WEM’s digital presence.

Desired Qualifications:

• Degree or certificate in Marketing, Communications, Public Relations, or a related discipline is an asset.
• In-depth knowledge of social media channels including Facebook, Instagram, X (Twitter), LinkedIn, TikTok, and YouTube.
• Experience using social media management and content creation tools such as Sprout Social, Canva, Kipsu, Later, Asana and more.
• Excellent multi-tasking, organizational and critical thinking skills with the ability to work in a fast-paced evolving environment.
• Strong customer service and written communication skills.
• Self-motivated and resourceful, with the ability to problem solve guest inquiries effectively..

Terms of Employment:

• These are full-time and part-time positions that requires flexible availability on weekends (Friday through Sunday) and afternoons/evenings during the weekdays.
• Must be able to pass a basic security clearance