Online Marketing Specialist

The Online Marketing Specialist – Social Media is responsible for managing BCAA’s social media presence with a strong focus on customer service, real-time engagement, content publishing, and performance analytics.

This role plays a key part within the Digital Engagement team and works closely with Content / Brand Marketing to deliver consistent, on-brand experiences across all social channels.

The ideal candidate is highly engaged in social media, customer-first in mindset, and skilled at building relationships, driving engagement, and translating insights into action.

Key Responsibilities

Social Media Customer Service & Community Management

• Act as the primary point of contact for customer interactions across social media channels.

• Monitor social platforms in real time to respond to inquiries, comments, and issues in a timely, accurate, and on-brand manner.

• Escalate customer concerns appropriately and partner with internal teams to ensure resolution.

• Proactively manage BCAA’s online reputation and identify emerging issues or risks.

Content Publishing & Engagement

• Execute the day-to-day publishing of social media content aligned with the content calendar and brand campaigns.

• Collaborate closely with the Content team in Brand Marketing to ensure messaging consistency and campaign alignment.

• Recommend post optimizations for each platform to maximize reach, engagement, and relevance.

• Actively engage with the audience to build community, increase interaction, and grow followers.

Social Media Strategy & Calendar Management

• Maintain and execute the social media content calendar in alignment with marketing priorities and campaign timelines.

• Provide input into content planning based on audience trends, engagement insights, and platform best practices.

• Work with Brand to ensure all content reflects BCAA’s brand voice and customer-first approach.

Social Media Analytics & Reporting

• Own social media performance tracking, reporting, and insights.

• Define and monitor KPIs (e.g., engagement rates, response times, sentiment, reach, growth).

• Analyze performance across channels and campaigns, identifying trends and opportunities.

• Deliver regular reporting with actionable recommendations to optimize content, engagement, and customer experience.

• Competitor and trend monitoring; Research Social Media environment and identify new trends and opportunities on the channels

Governance, Risk & Compliance

• Ensure all social media activity adheres to privacy, compliance, and brand standards.

• Identify and mitigate risks related to social engagement and public responses.

• Follow established escalation and crisis management protocols when required.

Qualifications

Education

• Post-secondary education in Marketing, Communications, or a related field.

Experience

• 2–3 years of experience managing social media in a medium-to-large organization.

• Hands-on experience in social media customer service and community management.

• Experience publishing content across multiple platforms (e.g., Facebook, Instagram, TikTok, X, LinkedIn).

• Experience with publishing approvals and ideally with an social media engagement tool (ie. Brandwatch or Hootsuite)

Skills & Knowledge

• Strong understanding of social media best practices, trends, and platform capabilities.

• Proven ability to manage high volumes of interactions in a fast-paced environment.

• Experience with social media management and analytics tools.

• Strong analytical skills with the ability to translate data into insights and actions.

• Excellent written communication skills with a customer-first, brand-aligned tone.

• Ability to collaborate cross-functionally, especially with content and brand teams.

• Knowledge of privacy and compliance considerations in digital communications (Canadian context preferred).

Core Competencies

• Customer-centric and responsive

• Detail-oriented with strong judgment

• Proactive and adaptable in a real-time environment

• Strong organizational and time management skills

• Data-driven mindset with continuous improvement focus

The salary range for this position is $62,274.60 to $77,843.16 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 4.8%, with the opportunity to earn up to 9%.