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PPL Corporation Social Media Specialist (Rhode Island) in Rhode Island


Internal Title:

Social Media Specialist (Rhode Island)

Primary Responsibilities:

  1. Help to bring National Grid's brands to life on social media, and work to expand the company's capabilities for support social customer care management. This position will drive our efforts to expand our digital customer management capabilities and content creation to ensure we are providing a lower effort digital experience.

  2. Will work with an enthusiastic team to producing goal-oriented content and change the way National Grid's customers engage with the service organization. This role will help target the right

  3. audience, analyse the data, and report on campaign results.

  4. Support development and implementation plans to connect social media, text, and email for message effectiveness and increased self-service transactions among customers.

  5. Spearhead holistic monthly voice of the customer KPI discussion to inform customer performance dashboard and digital performance hub to communications satisfaction among customers.

  6. Partner closely with Product Owners and Digital Performance team to leverage analytics, best practices and !earnings to support each other's goals collectively as a team.

  7. Support the PIO on major incidents such as storms through proactive engagement towards customers on the web, social media, mobile (app and text) and email channels.

  8. Responsible for the strategy, implementation, and roll out of Sprinklr CARE solution as a proof of concept (POC) to more effectively and efficiently answer customer support inquires.

  9. Monitor the external marketplace to identify best practices and emerging trends and apply knowledge to put in place improvements in National Grid's use of our digital channels and communications for customers.

  10. Gather insights from market research channels and lines of business (i.e. CRC, surveys, insights, customer council, ad-hoc surveys, etc.) and make recommendations to improve the customer experience through social media and digital channels (text, email, etc.)

  11. Lead and closely engage with cross functional internal / external business partners- including, but not limited to Product growth, customer innovation, customer enablement and process working groups to identify/ mitigate risks, duplication of efforts and influence future state design to ensure delivery of a holistic customer experience.

Requisition ID:


Position Summary:

National Grid is seeking a Senior Social Media Specialist to add to our Delivery Team. This role is an exciting opportunity to improve and build National Grid's online presences, brand awareness and drive social customer management across key channels. We are seeking an individual who has with strong online communication and business analytical skills. We are looking for the right mix of content strategist, copywriter, and customer advocate.

Candidate Qualifications:

Candidates must meet the basic qualifications and pass all required tests or assessments to receive consideration.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility form upon hire.

Experience Level:


Recruiting Location:

Rhode Island

Basic Qualifications:

  • Bachelor's degree preferred (preferably in Digital Communications/ User Experience, Marketing) and 5 + years of working in digital, communications channels,tools and marketing to support the delivery of effective customer communications

  • Knowledge of analyzing & responding to detailed customer inquiries.

  • Is creative and self-motivated. Strong writing skills, a sharp editorial eye, and an understanding of digital media.

  • Extensive experience of all social media channels and familiarity with social listening platforms like Hootsuite, Sprinklr and Tagboard.

  • Experience in implementing Sprinkler CARE or similar product and prepare operation for readiness

  • Content management experience and email/CRM engine expertise is a plus but not required

  • Strong problem solving, analytical, computer skills including the following: 1E, Adobe

  • Experience working independently on multiple simultaneous initiatives, including initiates that involve managing internal and/or external partiesStrong leadership and team building skills; ability to react quickly to the changing market conditions in a highly complex and dynamic marketplace.Strong commitment to customer satisfaction.

  • Responsible for developing and maintaining SOP's to insure all processes are fully documented and up to date.

  • Ability to work irregular hours or travel for related assignments as assigned.

  • Valid driver's license required with a safe driving history that meets National Grid's Safe Driver policy.

  • Outlook and Office programs (Word, Excel, PowerPoint, and Access).

Equal Employment Opportunity:

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Regular or Temporary:


Full-time or Part-time:


Corporate Summary:

As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities - Louisville Gas and Electric, Kentucky Utilities and PPL Electric Utilities - provide an outstanding service experience for our customers, consistently ranking among the best in the United States. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 2.5 million customers in the U.S. and rewarding careers for thousands of employees. PPL continues to grow and is currently pursuing regulatory approval to acquire The Narragansett Electric Company in Rhode Island. In anticipation of a successful closing of the acquisition, PPL is recruiting for positions to support this utility.