With best-in-class banking, credit card and wealth management services, Chase helps nearly 1 out of 2 American households make the most of their money. As one of the most-followed financial brands, Chase communicates with millions of social media users across Facebook, Instagram, LinkedIn, X, Reddit and more. Our social media team continues to grow and we’re seeking a Vice President to join our team to support TikTok platform strategy and engagement for Chase’s Credit Card and Connected Commerce products.
As a TikTok Platform Strategy, Chase Social Media Vice President within Consumer & Community Banking you will build and engage communities on TikTok, shaping Chase’s TikTok strategy—finding and creating the right communities, sparking genuine conversations, and making sure we’re adding value for our cardmembers. You know TikTok’s culture inside and out, and you’re ready to set the standard for community management, engage directly and respond quickly to feedback. Your curiosity leads you to stay ahead of the curve on AI search through TikTok and other social channels. Your skills in social listening and analytics help you spot trends, manage reputational risks, and turn insights into strategy. In addition you will work closely with other teams, support content creation, resolve customer issues, and keep enhancing our TikTok approach.
Job responsibilities
- Lead channel strategy, planning and growth, community management and engagement efforts on TikTok – to build connections with and add value to online communities, deliver consumer insights, and detect reputational risk
- Identify key communities where Chase cardmembers engage and focus areas to launch new communities
- Keep a pulse on the evolution of Social Search, with an eye on opportunities through TikTok
- Monitor for trends, feedback and opportunities and engage with consumer comments on TikTok. Collaborate across teams to resolve customer issues efficiently, while identifying opportunities to improve processes
- Serve as a go-to resource for analyzing and reporting on the impact of brand sentiment trends on TikTok, community engagement, channel impacts on search visibility and competitive intelligence
- Champion a mindset of testing and learning to continuously innovate and prove what’s working
- Communicate recommendations and insights to team members, partners and senior leadership through either written reports or presentations
- Support vendor relationships, troubleshooting and optimizing community management and social listening tools for best-in-class performance
- Support team members on various projects and campaigns, effectively communicating timelines, status and results
Required qualifications, capabilities, and skills:
- 7+ years of relevant experience in monitoring/community management, social media strategy or social media listening
- Thorough knowledge of industry social media monitoring and management tools for social listening, monitoring, publishing, and reporting: building dashboards, boolean queries, tagging (e.g. Sprinklr, Khoros, Brandwatch, Tableau, native social analytics, Adobe Analytics, etc.)
- Strong writing and storytelling skills with the ability to translate consumer voices from social listening into actionable insights to inform strategic business decisions, as well as craft engaging consumer responses and content on TikTok
- A passion for keeping up to speed on the evolving social media and organic search landscape and how the brand can innovate and approach the strategy for the channel
- Ability to problem-solve and think critically, provide attention to detail and bring data curiosity
- Effectively communicate on project timelines, status and results
- Team player with enthusiastic attitude and entrepreneurial spirit. Eager to learn, have fun, contribute and make an impact
- Confidence to pitch fresh ideas, think creatively, and identify problems to solve
- Ability to self-motivate, build relationships and work well across teams, work on multiple sophisticated projects at the same time, and produce high-quality work. Adaptable to shift focus in times of need.
- Excellent organizational skills with the ability to multitask and prioritize high volume, high priority initiatives
- Proficiency in Microsoft Office, e.g. Word, Excel and PowerPoint