Principal Associate, Social Community Management & Processes

Capital One
McLean, Virginia
Sep 20, 2022
Oct 20, 2022
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Principal Associate, Social Community Management & Processes

This is an exciting opportunity for a talented social media professional to join Capital One's Brand Social Team as a Principal Associate, leading Capital One's social media community management program. You will be responsible for leading social media programs and strategies that support enterprise and line of business marketing strategies, educating social media practitioners on risks and responsibilities, and protecting the brand.

The ideal candidate will have experience in social media marketing or program management.

What you'll do
  • Oversee an agency or team of contractors implementing social community management, including moderation, engagement, and implementation of Capital One's social media community guidelines
  • Train and brief community managers on processes, brand voice, best practices, campaign engagement strategies and activations
  • Monitor social consumer trends, in partnership with community managers, and surface key learnings, insights and recommendations to inform partners and optimize campaigns
  • Lead real-time engagement and surprise and delight opportunities that deepen consumer experiences in social media
  • Lead social media publishing and quality assurance processes for enterprise and Brand-owned social media properties
  • Develop enterprise-level workflows and approval paths for social media marketing efforts across lines of business
  • Continuous process improvement for the team, ensuring the team is running smoothly and operating efficiently (content calendar, publication etc.)
  • Support crisis management, escalation reporting, and decisioning
  • Monitor team inbox and guide requesters through processes and/ or directing to proper point of contact
  • Develop learning agendas and partner with analytics teammates to help drive insights that influence future digital marketing agendas
  • Contribute to a positive team environment

Who you are

You want to be an evidence-based marketer.
  • Your curiosity is endless. There's always something else to learn.
  • You're flexible and not afraid of change-in fact you welcome the challenge.
  • You share your point of view, but seek out what might be missing and listen.
  • You have big ideas and know the best ones are driven by proof, persistence and patience.
  • You're a storyteller. You simplify the complex and compel your audience to act.
  • You know how to enjoy yourself. While fun isn't mandatory, it certainly seems to follow you.
  • You care-about the work, your team and the customers you serve.

Basic Qualifications
  • Bachelor's Degree or Military experience
  • At least 2 years of social community management experience
  • At least 3 years of social media marketing experience (content creation, social media advertising, or social content strategy)
  • At least 2 years of managing relationships with digital agencies or contractors

Preferred Qualifications
  • 5+ years of social or digital marketing experience
  • Experience managing complex processes across multiple stakeholder groups, conducting quality assurance and implementing process improvements
  • Experience in public relations, marketing communications or crisis management
  • Experience in financial services, or other highly regulated industry

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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