Job Description

Overview:

It's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we're on the lookout for talented people who share our vision and values and want to join us in this journey.

The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.

The Position:

In order to build, cultivate and maintain a positive community of fans/ambassadors across our company, we are looking to hire a

Manager, Community Management

. This role will utilizse social media and digital channels to build a strong and engaged community. We believe that with our brand image and reputation we will demonstrate that the brand is listening and genuinely committed to addressing customer concerns. With strong integrity, ingenuity and creativity, this role will help ensure fans get relevant information to product questions in real time.

What you're responsible for:

Will identify new opportunities and elevate existing positive discussions to create a positive social atmosphere Proactively and reactively help manage risk cross-functionally by identifying negative conversations or concerning trends and triage/respond in real time Core performance indicators include increased positive brand reputation/image Work to create and recommend how we can reward consumers and fans for their engagement with relevant responses and other opportunities (i.e., surprise and delight, contesting, etc.), and help establish social media as a core communications hub Works cross-functionally with other divisions subject matter experts (PR, Digital, Social, etc.), Shared Services leaders, Marketing, Corporate Service, and more (with IMC agencies as required) Growth in positive sentiment, and implement new strategies and plans to reduce negative sentiment Lead the development of a new Community Engagement strategy, including establishing a new voice and tone for our social community in line with global best practices. Review, listen, and respond to inbox inquiries, wall posts, post comments, etc. in real time across channels/pages that currently include TikTok, Instagram, Facebook, X, YouTube, Samsung Members and Customer Reviews. Help increase engagement and awareness of existing Shared Services and Departmental Campaign work through increased community management Browse and re-share UGC, media coverage, influencer content, and more to foster engagement Escalate issues and trending concerns in real time to cross-functional stakeholders Collaborate with Corporate Service to manage customer service issues quickly and effectively Support Corporate Communications with media and consumer issues tracking Develop and support campaign launches with response matrixes and key messages documents (in alignment with Marketing and PR) Create community management dashboard with socially aligned KPIs, and complete monthly reports to support social strategy work and campaign briefings Support creative / social agency with relevant insights from the community to support organic content marketing opportunities Liaise with HQ and SEA counterparts to ensure brand guidelines and new processes are implemented accurately

To join our team:

Post-secondary education in Marketing, Journalism, PR or related field preferred 7+ years in a full-time social media position for a top tier consumer brand preferred Public Relations (PR)/Communications knowledge and experience an asset Experience building content plans, creating content and monitoring and responding to consumers on a consumer brand's social media channels Experience supporting broader crisis management within an organization An active profile on social media channels Ability to prove successful track history by showcasing external rewards/recognition, is a strong asset

What we offer:

A competitive base salary $95K to $100K, plus 10% bonus and other perks 4 weeks paid time off Comprehensive benefits Training and development opportunities to grow your career with one of Canada's Best Managed Companies A supportive workplace culture and work environment


If this sounds like you and you're excited to be a member of our team, please apply now.



We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.



Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.



OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.