Social Media & Loyalty Specialist

The Social Media & Loyalty Specialist role supports the evolving needs of owner retention, engagement, and advocacy across both CRM and social channels. As the customer journey becomes more connected across digital touchpoints, this role ensures owners receive consistent, timely, and high-quality communication throughout their experience with the brand.

This position combines CRM lifecycle execution with social community management to create a more unified and responsive owner experience. By working across both owned and social platforms, the Social Media & Loyalty Specialist helps strengthen retention, surface customer insights, and build long-term brand advocacy.

This role will be reported to the Manager, CRM Lifecycle Marketing.

The Social Media & Loyalty Specialist is responsible for supporting owner retention, engagement, and advocacy through a balanced focus on CRM execution and social community management. This person will serve as a key connection point between owners and the brand, ensuring consistent communication, active engagement, and actionable customer insights.

The role is split evenly between CRM lifecycle support (50%) and social community management (50%). Responsibilities include executing lifecycle communications such as newsletters and retention messaging, managing daily engagement across social platforms, responding to owner inquiries, and escalating issues as needed.

This role also plays a critical part in capturing Voice-of-Customer insights, identifying trends in sentiment and engagement, and partnering cross-functionally with Marketing, CX, Brand, and Customer Care teams to improve the overall owner experience and strengthen long-term loyalty.

• Monitor brand social channels daily, responding to comments and messages while escalating issues as needed to maintain a positive and responsive owner presence
• Track owner sentiment, identify trends, and summarize insights for Marketing, Customer Experience, and Product teams
• Respond to owners and prospects across social platforms in a timely, brand-appropriate manner to build trust and advocacy
• Support monthly Owner Newsletter content planning, QA, and deployment coordination
• Assist with CRM lifecycle and retention communications, including content execution and performance monitoring
• Publish approved content across social platforms while ensuring consistency, accuracy, and alignment with brand voice and campaign priorities
• Capture Voice-of-Customer (VoC) insights, recurring themes, and owner feedback to inform CRM, CX, and marketing strategies
• Support service retention, return-to-market, and owner engagement initiatives
• Partner cross-functionally with Brand, Digital, Retail Marketing, CX, and Customer Care teams to ensure a seamless owner experience
• Identify and elevate positive owner stories, user-generated content, and advocacy opportunities that strengthen community engagement and brand affinity

• 3+ years of experience in CRM, lifecycle marketing, social media community management, or customer engagement roles, preferably in a consumer-facing or brand environment
• Hands-on experience assisting with social media channels, including community engagement, response management, and escalation handling
• Familiarity with CRM platforms and email marketing tools (e.g., lifecycle communications, newsletters, segmentation, and campaign QA)
• Strong writing and communication skills with the ability to adapt tone for both owned communications and real-time social engagement
• Experience monitoring social sentiment, identifying trends, and translating Voice-of-Customer insights into actionable recommendations
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, consistency, and attention to detail
• Demonstrated ability to collaborate cross-functionally with Marketing, CX, Brand, and Customer Care teams
• Experience identifying or working with user-generated content (UGC) and supporting content amplification or advocacy programs
• Strong judgment in customer interaction and escalation management, with a focus on brand reputation and customer experience
• Comfortable using data and performance metrics (e.g., engagement, open rates, response SLAs, sentiment) to guide decisions and improve outcomes

• Experience balancing CRM execution and social community management in a hybrid, fast-moving role
• Familiarity with automotive or similarly complex product ecosystems and customer lifecycles
• Strong community-building instincts, with the ability to spark engagement and foster owner-to-owner connection
• Excellent writing skills with strong control of tone, voice, and brand consistency
• Customer-obsessed mindset with a focus on advocacy, storytelling, and elevating owner experiences

The base salary for this position ranges between $28.85 to $31.25/hour. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.