Social Media Web Analyst

Job Description

Description

Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

This job is responsible for executing a clearly defined business strategy in line with corporate communications, marketing and customer support initiatives. This position is responsible for evaluating, planning, organizing, managing, and contributing to all social media channels in an effort to achieve corporate objectives while ensuring a consistent message and strengthening the company's position in the online community. This position also performs day-to-day activities including content updates and site maintenance for all company-related internet and intranet sites consistent with the centralized management of all electronic communications and standards. This position uses content management, portal software and Adobe Creative Suite to manage and deploy the sites it operates. This job independently works with clients to enhance internal and external communications to meet business goals and improve company's image and profitability. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Manage and execute all aspects of Social Media and Website development and maintenance, including: Develops and edits content for the social media landscape. Provides ongoing guidance to partner organizations (customer service, human resources, etc.) on how to use social media in support of daily operations and customer-focused campaigns. Stays current with all social media industry developments and best practices. Manages social media campaigns against defined success metrics. Create, edit, manage and post online content. Adhere to the company digital user experience standards and guidelines including usability, graphic design, branding, information architecture, navigation, content and functionality. Apply best practice principles of usability, graphic design, online customer self-service, communications, and marketing. Apply understanding of customer needs, business/functional requirements, company Web and Social Media standards and guidelines and IT (internal and external) capabilities in the design and development and/or implementation of Web technologies (social media applications, application widgets, etc.). Creates new site / service development, including assisting with requirements gathering, creating functional site prototypes, and testing. Collaborate with all business areas and other team members to produce compelling Web and Social Media content. Post multimedia files to the Web. Process, compress, and caption files for the company's online archives and external social media outlets. Monitor and respond to customer inquiries received via the Web.
• Provide statistical information to ensure the most effective utilization of personnel, equipment and/or materials for business operations.
• Monitor and coordinate activities to support operational performance management - specifically company presence, in social media channels (e.g., Facebook, Twitter, YouTube, LinkedIn, Blogs, etc.), maintain ongoing communication and report daily results. Maintain quality control and review at all stages of Web site production with client and Web team to ensure final product meets all defined standards
• Develop, organize and present detailed performance reports for both internal and external use. Researches and summarizes online news articles/coverage of company, proactively ensuring communication leadership is aware of all coverage about the company. Works collaboratively with others in Communications, to share best practices, provide support and ensure an enterprise-wide perspective
• Track, maintain, analyze and provide current information on the operation's business scorecard or key performance indicators (KPIs). Develops, executes and evaluates integrated online communications strategies and tactics to effectively communicate to customers and other stakeholders about energy-related products, services or issues in the most efficient and cost-effective manner. Provides strategic online communication counsel to internal stakeholders, using all relevant communication tools (planning, research, tactic development and measurement). Creates and implements integrated communication strategies and targeted tactics to positively position the company within the community and support the company's brand and image to both external and internal audiences.

JOB SCOPE

• This is an individual contributor position that woks under general supervision and frequently performs non-routine work. This position is expected to resolve most questions and problems through interaction with internal and/or external stakeholders, executives, directors, managers, and staff across the organization, and refers only the most complex issues to higher levels. On occasion, may mentor less experienced colleagues.
• May require working extended hours and/or shift work to support business operations.
• Requires participation in an Emergency Preparedness role to support storm and emergency activity.

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor's degree, preferably in communications, marketing or business administration, plus 3-5 or more year's related job experience.
• At least 3 years experience performing website maintenance and/or developing websites, or the equivalent combination of formal education/training/experience.
• Minimum of two (2) years experience using social media tools for blogging, micro-blogging (Twitter), online social interaction (Facebook), online media sharing (YouTube), social media monitoring, and Web site analytics.
• General proficiency in standard software applications:
• Working knowledge of Microsoft Office SharePoint Services (MOSS)
• Microsoft Office (in particular Outlook, Word, PowerPoint ,Excel, and Visio)
• Adobe Creative Suite 4 (or higher) (in particular: Photoshop, Flash, Dreamweaver, Acrobat)
• XHTML
• CSS
• JavaScript
• Web Traffic Reporting Tools (WebTrends and Google Analytics)
• Basic operating system functions: ability to map drives, ability to install applications, browser operation (Internet Explorer, Firefox, Safari, Chrome)
• Thorough understanding of all social media channels, tools, etiquette, best-practices, and metrics.
• Familiar with industry standard management tools and third-party services such as Jive, Cision, Radian6, Hootsuite, etc.
• Demonstrated superior writing and presentation skills.
• Demonstrated ability to handle a variety of complex communication projects simultaneously; on budget and on deadline.
• Demonstrated strategic thinking; ability to see the big picture and small details equally.
• General knowledge of the practices, procedures and principles of performance analysis (trending, root cause and gap analysis) benchmarking and audit compliance. Ability to analyze organizational data and problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets.
• Ability to act with minimum direction to troubleshoot common technical issues related to Web maintenance tasks.

PREFERRED QUALIFICATIONS

Experience with Contentstack Headless CMS