Social Response & Outreach Coordinator

Whataburger Kirby, TX 2019-07-01
Social Response & Outreach Coordinator - (00011567)
Summary Description: This position coordinates the development of content for Social Media channels including Instagram, Facebook, Snapchat, Twitter and LinkedIn. Directs creation of Whataburger social media content and ensures alignment with approved strategy. Acts as a liaison with agencies and other business segments to create and implement paid social content plan. Responsible for researching and analyzing results of social media campaigns and providing recommendations for use of those results with Social Experience Management and Department Leadership.


  • Manages and grows relationships with Influencers and Brand advocates of Whataburger on social media.
  • Researches and analyzes cross-functional content for release through social media channels to include limited offers, customer appreciation events, retail and recruiting posts.
  • Partners in the development and implementation of the Company’s Social Media strategy as it pertains to Whataburger’s social media channels.
  • Serves as a Whataburger brand spokesman and advocate by interacting with customers and fans in real time and acts as liaison across the Internet by responding to customer inquiries, offering solutions, and sparking discussion and engagement on all official social media channels.
  • Prepares analysis and recommendations for overall management on social media engagement, reach, and effectiveness. Analyzes data on all social activity referencing Whataburger and prepares for discussion and provides recommendations to be presented to Senior Communications and Leadership members.
  • Analyzes problem areas and recommends revisions in the development of Company overall positioning and related specific responses.
  • Partners with Issue and Crisis Management, Legal, PR and Marketing Department colleagues to ensure uniformity of responses to various situations.
  • Maintains Customer Content calendar to push information to the social media channel. Posts scheduled information through social media channels and monitors customer comments.
  • Reviews and responds to customer inquiries and works with functional representatives to address issues to support positive Brand awareness. Understands and abides by brand guidelines and uses acute discretion to interact with customers and fans in a way that benefits and supports business objectives.
  • Partners in the development and execution of all social media postings by working cross-functionally with various departments to ensure newsworthy and real time marketing elements are incorporated.
  • Coordinates and leads photo shoots and creative direction from concept to scheduling to approval.
  • Identifies new opportunities for engagement and new channel growth. Identifies and pursues compelling brand stories that can be packaged to share with internal and external audiences.
  • Handles Customer Fulfillment Budget.
  • Assumes additional responsibilities as assigned.


  • Associates degree required or equivalent work experience required
  • Bachelor’s Degree in Communications or related field or equivalent work experience preferred

  • Experience in contributing to the management of projects is preferred
  • 12+ months’ experience preferably in Corporate Communications, Marketing, Social Media or Community Relations
Knowledge, Skills, and Abilities:

  • Ability to communicate well with the general public and experience in establishing and maintaining an effective working relationship with management, vendors, and co-workers
  • Knowledge of social media management tools and best practices for social media in a professional setting.
  • Ability to work in a team environment
  • Ability to communicate succinct, timely and accurate information internally and externally
  • Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio is required
  • Basic knowledge of content creation processes and photo and video editing
  • Basic professional or theoretical knowledge and fundamental concepts, practices and procedures of a particular field of specialization in the execution of assigned duties and responsibilities
  • Basic understanding of budgetary concepts and procedures
  • Basic understanding of departmental structure and policies with a basic understanding of the cross- functional structure and policies of Whataburger Restaurants LLC
  • Basic ability to delegate tasks and get work done through others

Work Locations: 300 CONCORD PLAZA DR 300 CONCORD PLAZA DR SAN ANTONIO 78216-6903
Apply This Job

People Also Viewed