Why BCAA? Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward. 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 Cross-Functional Collaboration Partner with Content, Brand and Cconsumer Marketing, Customer Experience, IS, and other internal teams to support integrated campaigns and consistent messaging. Collaborate with external agencies where applicable. 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%. What we offer: The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities. Career and personal development to help you grow and reach your goals. Incentives that recognize team and individual sales and performance. Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving. A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth. Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection. BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels. Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members. *for permanent employees We’re always looking for amazing people like you. Apply today! BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact HRAccommodations@bcaa.com. Together, Let's Move BC Forward BCAA serves 1 in 3 BC households with industry-leading protection and mobility solutions, including BCAA Home, Car and Travel Insurance, Evo Car Share, Roadside Assistance and full auto repair at BCAA's Auto Service Centres across the province. BCAA also has a long history of keeping our roads safe and giving back in ways that improve the lives of British Columbians and communities throughout our province. At BCAA, we are a purpose led organization, where we maximize Member value while passionately supporting our team members, our communities, and our planet. Our Vision is to be the most trusted organization in British Columbia, absolutely famous for doing the right thing. We bring peace-of-mind to our Members so they can enjoy life more. Our amazing service creates uniquely memorable experiences and ignite unparalleled loyalty. We have been awarded top employer status for several years in a row as one of the best places to work for those who value integrity, teamwork and sustainability. Each of us grows personally and professionally by doing engaging work with inspiring colleagues. To go back to the BCAA Careers Page, please click here.