Coordinator, Social Media Operations

Full job description

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing.

Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

We have an exciting opportunity for a Social Media Operations Coordinator to join our Corporate Commercial department.

At Four Seasons, every stay is a story. We believe luxury – meaningful, personalized, warm – is how we show love, and we deliver it one small act at a time with genuine heart. Be a part of our story.

This is a unique opportunity to join a dynamic, award-winning team at the global corporate headquarters of one the world’s most iconic luxury hospitality brands. We are looking for a Coordinator, Social Media Operations at Four Seasons, who will be an essential team contributor, supporting enterprise-wide social media operations and governance across a global footprint of more than 750 accounts – on platforms that include Instagram, Facebook, YouTube, X/Twitter, TikTok, and more. Equipped with a robust understanding of social media technology and tools (including social media management and influencer platforms), this individual will be adept at troubleshooting technical issues within a brand and property context and offering security support for social platforms alongside Corporate IT Security team as required. You will play a key role in supporting the Manager, Social Media Operations and Performance in field development and training of properties.

You will act as a key facilitator in social media channel set-up, ongoing management and technical issues support, troubleshooting and liaising with appropriate support to expedite resolution. You will be instrumental in ensuring smooth access to brand and property social media accounts, enhancing security measures, optimizing connectivity, and contributing to a seamless and dynamic social media experience. Your role will extend to supporting the Manager, Social Media Operations and Performance with property team member training and resource development and offering diagnostic support for properties as relevant issues arise. You will actively participate in enterprise social media support and manage ecosystem hygiene.

You will work hand-in-hand with the Manager, Social Media Operations and Performance to provide timely communications to properties on activating approved strategies or leveraging new tools and functionalities, supporting global governance and thought-leadership. Responsibilities will also include new account creation and optimization for search, security issues investigation within social platforms, and comprehensive YouTube back-end channel management and support.

As this space is ever evolving, requirements for understanding platform enhancements, providing guidance around platform evolutions and sunsetting accounts is also part of this role – evolving alongside and supporting our commercial objectives.

At Four Seasons, our people and culture have always been the foundation of our success. Guided by the Golden Rule, we treat others – customers, employees, partners, suppliers – as one would wish to be treated. This is the cornerstone of Four Seasons culture and is embraced by all employees at all levels across the globe. Join us in this essential role as we continue to grow our competitive leadership and global footprint in the social media sphere.

Key Activities/ What You’ll Be Doing

Platform Management & Social Media Ecosystem Governance:
Manage brand and property access to key social media channels (Instagram, Facebook, YouTube, X/Twitter, TikTok, etc.) and social media ecosystem governance.

Maintain profile connections to social media management tools and platforms.

Claim social media handles (Brand, Property, Restaurant & Bar); optimize new accounts for search purposes, customizing profile details to accurately reflect brand identity and mission; manage property openings, conversions, and exits from social media administration perspective.

Understanding of paid social fundamentals and Meta Business Suite connections.

Security and Technical Support :
Troubleshoot technical issues that arise within brand and property social channels, working with key stakeholders and resources, liaising with platform support/representatives as necessary.

Optimize usage of enterprise password management platform, enhancing security, streamlining workflows, and facilitating easy access method for shared accounts.

Investigate and work to quickly resolve any security issues within social platforms.

Address specific personnel account access or profile connectivity issues, etc.

Training and Analysis:
Assist Manager, Social Media Operations and Performance in conducting global property team member training, both virtual and in-person, and supporting in developing training resources/materials

Provide diagnostic support for property social media performance.

Enhance property social media knowledge and address gaps.

Enterprise Social Media Tools:
Engage in enterprise social media platform, channel and tool training, liaising with representatives and key property stakeholders.

Maintain hygiene of Four Seasons global social media ecosystem to ensure a streamlined and optimized digital environment.

YouTube Account Management:
Brand and property video management, upload and support on global YouTube account.

Administrative oversight of YouTube channel and property video submission and upload process, including optimization and tracking of all videos

Liaise with brand team and property stakeholders to facilitate requests.

Cataloguing and management of content rights and releases

Reporting and Quality Assurance:
Assist properties with efforts to optimize their organic engagement performance, utilizing best practices and latest updates re: platform algorithms, etc.

Provide general support for all property social media core channels, and guide properties on brand standards and best practices.

Assist Manager, Social Media Operations and Performance with quality assurance within custom monthly reporting.

Documentation and Guidance:
Work with Manager, Social Media Operations and Performance to review and update relevant property guidance documentation in internal knowledge sharing portal.

Provide timely communications to properties on new tools/functionalities.

Desired Skills/ Who You Are

Strong Attention to Detail: Ensuring accuracy in all tasks, from managing social media access to quality assurance.

Time Management and Multitasking: Balancing multiple tasks and responsibilities, managing time effectively to meet deadlines and priorities.

Problem-Solving and Troubleshooting: Identifying issues and implementing effective creative solutions, particularly in technical contexts.

Customer Service Orientation: Understanding the needs of both internal and external parties, providing support, and liaising with various support services.

Excellent Communication Skills: Effectively conveying information to stakeholders and teammates, both in writing and verbally.

Proactive Initiative: Supporting with tasks and projects, showing initiative in implementing strategies, and offering improvements.

Collaboration and Teamwork: Working harmoniously with various internal and external stakeholders, from cross-functional teams to agency and platform partner. Responding to the ever-changing social media landscape and adapting to new tools and technologies.

Alignment with Company Values: Embracing and reflecting the Golden Rule and other core values of Four Seasons in all interactions and activities

Advanced Technical Troubleshooting Abilities: Expertise in diagnosing and resolving technical issues within social media channels, including security and connectivity concerns.

Social Media Platform Mastery: Comprehensive knowledge of managing and optimizing key social media platforms such as Instagram, Facebook, YouTube, X/Twitter, TikTok

Social Media Platform / Tool Proficiency: Hands-on experience with tools like Sprout Social, Sprinklr, Social Native, Pixlee, Flowbox, Traackr, Tagger, Captiv8, Mavrck; Meta Business Suite for management and analytics.

Search Optimization Skills: Ability to optimize social media accounts for search, improving visibility and reach.

Security Protocols Knowledge: Understanding of security measures and best practices within social platforms, including investigating security breaches.

Quality Assurance Techniques: Skill in reviewing and ensuring the quality of reports, such as Sprout’s monthly custom report, adhering to defined standards.

YouTube Management Expertise: Specific skills related to YouTube channel management and support, understanding its unique features and functionalities.

Compliance and Hygiene Practices: Knowledge of maintaining ecosystem hygiene and ensuring adherence to enterprise social media guidelines and standards.

Resources Management: Managing and maintaining guidance documentation and property social media core channels.

Quality Assurance: Ensuring the quality and accuracy of reports and other deliverables, including Sprout’s monthly custom report

Security Assistance: Investigating and addressing any security issues within social platforms, including account access and connectivity issues.

Training and Support: Providing property team member training, both virtual and in-person, including enterprise social media tool training.

Analytical Insight: Offering diagnostic support for property social media performance and recommendations for improvement.

Experience, Education and Professional Qualifications / What You Bring

Relevant educational background (Business, Marketing or PR) or equivalent experience in social media operations and administrative support.

Relevant Meta Blueprint Certifications, Hootsuite Academy, Sprout Certifications, etc.

3 years experience in a social media operational role

2.5 – 3 years experience in social media operations and administration, ideally within a global matrixed corporate or hospitality context. Proficient knowledge of social media platforms such as Instagram, Facebook, YouTube, X/Twitter, TikTok, etc. and social media management, user-generated content (UGC), influencer technology platforms/solutions. An adept problem-solver with advanced technical acumen who can troubleshoot and resolve issues swiftly. Demonstrated experience in administrative coordination of corporate social media accounts, including account creation, optimization for search, and security protocols – within a large enterprise context. An uunderstanding of paid social fundamentals and Meta Business Suite connections is required. Experience with YouTube video management, support and optimization.

All internal applications must be submitted and approved in Workday by September 11, 2023.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

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