Marketing Specialist

Essential Functions:

• Serve as the central intake point for field marketing requests, connecting employees with the appropriate resources while setting clear expectations for process and timing.
• Collaborate with Program Manager, Digital Advertising to support escalated field talent marketing requests.
• Provide hiring event support including event banner coordination with field partners and vendor, and external hiring event promotion.
• Support boosted job postings by overseeing the intake process, approval routing and email updates.
• Schedule and lead kick-off calls with field partners.
• Produce regular channel performance reports, providing visibility into request volume, key results, performance trends and supporting data‑driven decisions at the enterprise level.
• Support ad hoc needs across marketing team.
• Provide day-to-day oversight of the outsourced customer support team, supporting social media inquiries, review management and Talent Community case escalations while serving as the primary escalation point to internal stakeholders for escalated HR/ER/legal tickets.
• Manage and maintain a centralized database of canned responses, refining responses and supporting standard operating procedures (SOPs) to ensure efficient and consistent customer interactions aligned with operational, brand and legal guidelines.
• Monitor customer reviews across Google My Business, Indeed and other platforms using ReviewTrackers, identifying trends and escalating offices with repeated low‑rating reviews to operational leaders.
• Support the overall review management strategy by proactively identifying opportunities to drive review volume and amplify positive feedback across priority platforms.

Minimum Education/Abilities/Skills:

• 1+ years of experience supporting integrated marketing campaigns preferred
• Experience with paid media, digital advertising, or programmatic platforms preferred
• Previous recruiting, staffing or talent marketing experience preferred
• Strong working knowledge of social media uses for brand reputation management
• Customer support and escalation management skills
• Strong communication skills, including the ability to work effectively with senior stakeholders and leaders, providing recommendations, managing expectations and challenging requests when they don't align with business requirements or established processes.
• Comfort with program reporting and analysis
• Process and intake management skills
• Ability to remain professional and courteous with customers
• Ability to multi-task within a fast-paced and high-stress environment

Competencies:

• Customer Focus
• Communicates Effectively
• Collaboration
• Attention to detail
• Ensures Accountability

What Success Looks Like:

• Customer service tickets across social media, reviews, and escalations are handled promptly and professionally, with consistent, on‑brand responses that meet operational, legal and compliance standards across all digital channels.
• The outsourced customer support team operates efficiently and with confidence, supported by clear guidance, regular communication and timely escalation management.
• Trends in online reviews and social media feedback are proactively identified, with actionable insights communicated to greater Marketing team and when necessary, escalated to operations teams.
• Internal partners experience a seamless process for field marketing support, with clear expectations and timely execution.