Social Media & Loyalty Specialist

Join the Mitsubishi Motors North America (MMNA) Team!  

About the Job:

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 maintaining a positive, brand-aligned community presence.
• Increase owner engagement and advocacy through proactive community management, recurring engagement campaigns, and owner-to-owner interaction growth.
• Source and amplify high-quality owner stories and user-generated content across social, CRM, and brand channels.
• Monitor community sentiment, share Voice-of-Customer insights, and maintain accurate, error-free content publishing across platforms.

Ready to Join The Team? You Should Have:

• 3+ years of experience in CRM, lifecycle marketing, social media community management, or customer engagement roles, preferably in a consumer-facing or brand environment
• Hands-on experience assisting with social media channels, including community engagement, response management, and escalation handling
• Familiarity with CRM platforms and email marketing tools (e.g., lifecycle communications, newsletters, segmentation, and campaign QA)
• Strong writing and communication skills with the ability to adapt tone for both owned communications and real-time social engagement
• Experience monitoring social sentiment, identifying trends, and translating Voice-of-Customer insights into actionable recommendations
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, consistency, and attention to detail
• Demonstrated ability to collaborate cross-functionally with Marketing, CX, Brand, and Customer Care teams
• Experience identifying or working with user-generated content (UGC) and supporting content amplification or advocacy programs
• Strong judgment in customer interaction and escalation management, with a focus on brand reputation and customer experience
• Comfortable using data and performance metrics (e.g., engagement, open rates, response SLAs, sentiment) to guide decisions and improve outcomes

 Extra Horsepower (Profile Differentiators): 

• Experience balancing CRM execution and social community management in a hybrid, fast-moving role
• Familiarity with automotive or similarly complex product ecosystems and customer lifecycles
• Strong community-building instincts, with the ability to spark engagement and foster owner-to-owner connection
• Excellent writing skills with strong control of tone, voice, and brand consistency
• Customer-obsessed mindset with a focus on advocacy, storytelling, and elevating owner experiences

Why Join Us? 

• Contribute to a period of strong brand momentum and reinvention, helping shape how owners experience evolving products, messaging, and engagement.
• Play a key role in strengthening loyalty and advocacy as core business drivers, supporting retention-focused growth in a challenger brand environment.
• Help define and elevate how the brand communicates with owners across CRM and social channels to build long-term relationships and brand affinity.

Pay Transparency: 

The base salary for this position ranges between $28.85 to $31.25/hour. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!