Social Media and Loyalty Specialist

About the role

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. Role Summary: 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. As a Social Media & Loyalty Specialist, You Will: 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 Measuring Your Momentum : First 90 Days - Getting Up To Speed: Build foundational proficiency in CRM and social tools while understanding the full owner journey, retention programs, and cross-functional workflows. Support CRM execution (newsletter and lifecycle communications), including QA, content development, and scheduling with increasing independence. Own daily social community management, including monitoring, responses, escalation management, and consistent brand-voice engagement within SLA. Identify, package, and elevate user-generated content and advocacy moments, building a steady pipeline of 5-8+ high-quality assets for CRM, social, and brand use. Launch and optimize community engagement initiatives while delivering recurring insight reports with actionable recommendations to inform CRM, CX, and social strategy. Year 1 Victory Lap: Maintain CRM and newsletter performance benchmarks. Respond to social comments and messages within established SLAs while maintainin

Additional Information

Join the Mitsubishi Motors North America (MMNA) Team! At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment. Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement. At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional. Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at mitsubishimotorsna? Share your experience