Consumer Specialist - Social Media

Overview

We are Reckitt Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

About the role

• Monitor all incoming social media posts, comments, and messages across social media platforms including, but not limited to, Instagram, Facebook, X, Tik Tok, Reddit, and You Tube
• Ensure compliance with Enfamil social channel community guidelines through the established approval process for all incoming consumer messages and comments to maintain a positive online environment
• Respond to consumer inquiries, comments, and concerns in a professional, empathetic, and brand-consistent tone with LEX and department approved responses
• Escalate sensitive or complex issues to appropriate internal teams following established protocols
• Collaborate with Communications and Marketing teams to ensure alignment on messaging and campaigns. Proactively suggest responses to anticipated consumer comments and questions
• Track and report consumer sentiment, trending topics, and engagement metrics
• Maintain knowledge of brand guidelines, promotions, and product updates to provide accurate information
• Identify opportunities to enhance consumer experience and engagement through social channels
• Provide feedback and suggestions for improving content moderation processes, procedures, and systems
• Act as a mentor to Experts that take part in applicable developmental assignments
• Assist with incoming consumer contacts including, but not limited to Phone, Email, and Chat contacts as needed based upon department and business needs
• Other duties as assigned

• Minimum of high school diploma or equivalent; B.S. or B.A. preferred
• Minimum of 2 years of customer service experience required
• This position requires a mandatory hybrid schedule, with a combination of remote work and in-office presence
• Experience in social media engagement with knowledge of best practices and social media monitoring tools (e.g., Sprinklr) preferred.
• Effective and efficient problem-solving skills
• Ability to analyze, interpret, and provide solutions
• Strong organizational, time management, and interpersonal skills with attention to detail
• Proficiency with computer systems and ability to learn new tools quickly
• Flexibility with work schedule based on business demands
• Strong written communication skills with attention to tone and detail
• Ability to manage multiple conversations and prioritize responses effectively
• High level of responsiveness and adaptability in a fast-paced environment

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally.

We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

US salary ranges

USD 45,000 - 56,000

US pay transparency The base salary range for this role will vary based on experience in job and industry, training and education, skills relevant to the position, and other factors permitted by law. In addition to the base salary, the position is eligible for an annual discretionary bonus, which is subject to change each year. Reckitt offers eligible employees competitive benefits including medical, prescription, dental, vision, and life and disability insurance;

paid time off for vacation, sick and Company recognized holidays; a 401(k) plan; 16-week paid parental leave or 26 weeks for the birthing parent; adoption and fertility support; tuition reimbursement; discounts; and much more. Our compensation and benefits packages aim to give our talent the reward, protection, and peace of mind they deserve. If reasonable accommodation is needed to complete your application, please contact NA Reckitt is committed to the full inclusion of all qualified individuals.

Equality We recognise that in real life, great people don t always  tick all the boxes . That's why we hire for potential as well as experience. Even if you dont meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability, or medical…