(Reference :93760)

FIDO, Senior Manager, Social Media and Customer Engagement



  • At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work: Simplify and innovateTake ownership of the what and the howEquip people to succeedExecute with discipline and prideTalk straight, build trust, and over deliver Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better. 

    Senior Manager – Social Media and Customer Engagement



    Do you get excited when you come across brands that challenge the status quo? Are you constantly looking for inspiration on how brands connect with consumers? Do you have the drive to take a brand to the next level in the social world and help redefine how to engage with consumers and customers?


    At Fido, we believe in encouraging everyone to pursue all that makes life interesting. Our mission is to arm people with the tools and technologies that connect them to the things they love, enrich their lives and expand their world.


    If this speaks to you, the role of Senior Manager – Social Media and Customer Engagement is made for you. Reporting to the Vice-President of the Fido Brand, this position leads the team that oversees the social media strategies, initiatives and channels for the Fido brand. The team focuses on delivering business results, building the brand and strengthening the relationship with our clients. This role works very closely with the entire Fido brand team as well as other cross-functional teams.





    Own the social media and content strategy (45%)Lead the development of the social media vision and strategy (annual, quarterly and monthly) – positioning social media as the epicenter of all campaigns for FidoDrive the voice and the personality of the brand in social platforms in accordance with the overall brand strategyDefine the role of social channels to achieve the objectives of business, brand-building, communication, customer engagement and public relationsDesign and implement content strategies to drive key brand attributes, leveraging consumer insights identified in collaboration with the Insights teamOwn the content calendar and oversee the creation/production of content by the internal and external creative teams as well as brand partners (e.g. Vice, Spotify)Track the efficiency of our efforts and leverage key learning for optimization and continuous improvementWork closely with the Agency and business partners (namely Google/YouTube, Facebook, Twitter and Snapchat)Collaborate with Corporate Communications to manage and deploy the influencer strategy


    Lead the Customer Engagement communication initiatives (35%)In close collaboration with the Customer Experience team, develop strategies to improve customer engagement and meet the Customer Experience objectivesDefine and guide the communication approach for customer engagement at all touch pointsLead the development of innovative initiatives to improve penetration and usage of key Customer Experience features (e.g. self-serve functionalities)Work with the Digital team, the Customer Care team and our business partners to ensure effective and seamless 24/7 customer experience


    Develop talent and promote employee engagement (15%)Manage a team of three peopleRecruit and develop top talentCoach and train the organization in regards to social media expertise and best practicesCreate Brand ambassadors out of our employees and customers


    Budget management/planning (5%)Ensure appropriate budgets are developed to deliver an optimal efficiency of resources





    The ideal candidate will have the following qualifications:University degree – preferably focused in Marketing or CommunicationsBorn and raised in a digital and social world7-10 years of marketing experience with a proven record of building social media and content strategiesStrategic thinker with superior capabilities in marketing and brand strategySuperior communication skills, fluent in French and EnglishStrong relationship-building and influencing skills with a proven ability to lead, work and excel within a team environmentPassionate and hard-working with a profound desire to challenge the status quo and push forward

     Schedule: Full TimeShift: DayLength of Contract: Not Applicable (Regular Position)Work Location: 800, Gauchetiere O, Bureau 4000 (182), Montreal, QC Travel Requirements: Up to 10%Posting Category/Function: Marketing & Marketing CommunicationRequisition ID: 93760 WHY ROGERS? As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow. Why Rogers? Because we believe the best is yet to come. 

    We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process. Posting Notes:  Digital Media || Canada (CA) || QC || Montreal || SF:JBQC; SF:LI-AA1 ||


Company description

At Rogers, we’re for helping you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We deliver today what our customers want tomorrow, and we’re empowered to explore endless possibilities. We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

We work as one team, with one goal – serve our customers better.

Start your journey by visiting jobs.rogers.com

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