Social Media Manager (Jacksonville)

Nemours is seeking a Social Media Manager to join our team at our home office in Jacksonville, Florida.As one of the nation’s leading pediatric health care systems, Nemours provides world-class clinical care in four states – Delaware, Florida, New Jersey and Pennsylvania. We’ve made a promise to do whatever it takes to prevent and treat even the most disabling childhood conditions. It’s a promise that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education and prevention. And it’s why U.S. News & World Report has ranked us among the nation’s best in pediatric specialty care. Nemours cares for approximately a quarter of a million children annually. And we begin by caring for every child as if they were our own. For more than 70 years, this has been the Nemours Way.

 

 

This position is responsible for:

• Managing and executing the overall social media and online community strategy for Nemours – to drive engagement, conversation, awareness, loyalty and revenue for the organization.  Helps develop an integrated social media program that advances our brand, advertising, digital marketing, public/community relations and employee communication.
• Creating meaningful, relevant social media experiences for multiple audiences – including but not limited to – current and prospective patient-families, employees, community supporters, researchers and medical professionals.
• Building engagement and loyalty across online communities – including Facebook, Twitter, YouTube, Google+, LinkedIn and key influencer blogs – maximizing the potential of each channel while maintaining a consistent and unified social media presence for Nemours.
• Acting as the organization’s social media evangelist – educating, training, socializing and reporting on how best to leverage social media to meet the organization’s business objectives.
• Successfully collaborating with diverse stakeholders to help create an integrated marketing communications strategy – including branding, digital, public relations and employee communications teams as well as business development, program administrators, physicians, nurses, researchers, legal and compliance.
• Developing comprehensive social media programs to position Nemours as comprehensive children’s health system and an expert in treating select pediatric medical conditions; generate community support for new initiatives, engage patient-families in sharing feedback as we develop new services.
• Develop strategy for maximizing as well as responding to opportunities and issues raised on third party rating sites – including Google / Yahoo Reviews, Yelp and health care rating sites.
• Oversee development of an employee social media community – connecting senior executives to employees to drive engagement in key strategic initiatives and issues of importance to employees.
• Benchmarking the performance of Nemours overall social media program as well as individual campaigns and channels.  Develop and execute plans to improve social media performance and effectiveness.
• Evaluating, reporting and developing recommendations based on engagement, conversation trends, online behaviors, satisfaction and future behavior intention ratings (e.g.: likelihood to recommend).
• Using social media to listen to the ‘Voice of the Customer’ and making recommendations to help drive operational improvements in the patient experience, employee satisfaction, etc.
• Managing agency partner relationship and other vendors for social media campaigns.
• Driving use of social media to support online giving
• Collaborating with digital marketing team to develop mobile application and emerging platform experiences (e.g. iPad; iPhone, Android devices; text to donate; text to vote).

Additional Responsibilities:

• Must have major brand (e.g. Red Cross, Coke, Apple, Target, Mayo Clinic, BlueCross/BlueShield) experience – with portfolio of social media successes to share.
• Demonstrated success in integrating social media with marketing and advertising campaigns
• Ability to lead, influence and collaborate with diverse groups of people.
• Strong track record of using contests and other ‘gaming’/engagement campaigns with target audiences via social and mobile platforms.
• Manage social media campaigns – coordinating numerous contributors and business partners, achieving on-time launches within budget.
• Skilled in creating social media campaigns that support brand objectives, increase digital traffic and engagement and demonstrate return on investment.
• Expert understanding of mainstream and emerging social media communities – including Facebook, Google+, Twitter, FourSquare, YouTube, Yelp, LinkedIn, key influencer blogs and health rating sites.
• Expert understanding and ability to use third-party APIs, polls and publishing/monitoring tools to execute and monitor social media programs.
• Ensures adherence to HIPAA rules and patient privacy policies
• Ability to quickly recommend responses for addressing negative and crisis communication issues – in collaboration with our public relations team.
• Integrate results from multiple data sources and channels to tell a story with recommendations.
• Lead project strategy sessions, coordinating campaign and strategy development.
• Exception writing, editing and speaking skills.

The idea candidate must have a total of 8 or more years marketing, advertising, online and/or public relations experience – which includes 3 years of social media experience. A Bachelor’s degree is also required.Performance Skills:

• Able to build strong relationships with business partners
• Excellence in persuading and collaborating with diverse, multi-functional teams.
• Demonstrated capability of educating others about social media and online community best practices in a collaborative way.
• Experience leading and collaborating with digital agencies and research partners.
• A team player who brings a passionate, positive, high-energy approach to delivering results.
• Able to manage a full, varied workload and deliver high-quality work under deadline pressure – as an individual contributor and as a team leader.
• Results-focused approach and committed to consistently meeting and exceeding the highest quality standards of collaboration and social media best practices.
• Experience and ability to effectively present to senior leadership.