Senior Social Media Specialist

Job description

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you! Job Description The HSS Community Manager serves as the front line of brand reputation management across social media, review platforms, and online communities. This role is responsible for monitoring brand conversations, responding to customer inquiries and feedback, managing online reviews, identifying emerging reputation risks, and ensuring audiences receive timely, accurate, and professional responses. The successful candidate will work closely with Marketing, Customer Service, Sales, HR, Legal, and Operations teams to investigate issues, resolve concerns, and maintain a positive online presence across multiple HSS brands. The ideal candidate is a strong communicator, critical thinker, and problem solver who can navigate complex customer situations with professionalism while balancing brand standards, business priorities, and customer expectations. Please note that this is a fixed-term contract position beginning in November 2026 and ending May 2027 . Location : Mississauga Compensation: The annual salary ranges from $85,000.00 to $95,000.00 WHEN YOU JOIN US YOU WILL BE Monitoring brand mentions, conversations, reviews, and user-generated content across social media platforms, review platforms, forums, and other digital properties. Responding to comments, direct messages, reviews, and customer inquiries in a timely and professional manner. Managing online reputation across platforms such as Google Business Profile, Indeed, Workday, Facebook, Instagram, LinkedIn, YouTube, and other relevant review and social media channels. Identifying potential reputation risks, customer service issues, and emerging trends, escalating them to the appropriate internal stakeholders when necessary. Exercising sound judgment when determining whether issues can be resolved directly or require escalation to Customer Service, Sales, HR, Legal, Operations, or executive leadership. Investigating customer complaints and negative reviews by partnering with internal teams to gather information and develop accurate, thoughtful responses. Serving as the primary point of coordination between customers and internal departments to ensure issues are properly addressed and resolved. Collaborating with Marketing, Sales, Customer Service, HR, Legal, and Operations teams to develop appropriate responses to complex or sensitive situations. Maintaining and evolving response guidelines, escalation processes, and best practices across multiple HSS brands. Monitoring brand sentiment and audience feedback to identify recurring themes, opportunities, and areas of concern. Preparing monthly reporting on community management performance, including response times, sentiment trends, review activity, share of conversation, and reputation-related insights. Utilizing community management, social listening, and reputation management tools such as Hootsuite, Sprout Social, Meltwater, or similar platforms to monitor and report on brand activity. Collaborating closely with the Organic Social Media Manager to provide audience feedback and conversation trends that may inform future content planning. Supporting crisis communications and reputation management initiatives when required. OUR IDEAL CANDIDATE Proven experience in community management, customer engagement, reputation management, customer service, social listening, or social media moderation. Strong written communication skills with exceptional attention to tone, grammar, and brand voice. Demonstrated ability to handle difficult customer interactions, complaints, and sensitive situations with professionalism, sound judgment, and strong decision-making skills. Strong critical thinking and problem-solving skills, with the ability to investigate issues, ask the right questions, and gather information from multiple stakeholders before responding. Experience using social listening, community management, and reputation management platforms such as Hootsuite, Sprout Social, Meltwater, or similar tools. Comfortable interpreting and reporting on sentiment, engagement, and reputation metrics. Highly organized with strong attention to detail and the ability to manage multiple brands and priorities simultaneously. Ability to work effectively with stakeholders across Marketing, Sales, Customer Service, HR, Legal, and Operations. Experience managing online reviews, public-facing customer communications, and reputation management programs is considered a strong asset. Ability to remain calm, professional, and solution-oriented in fast-moving or ambiguous situations. Passionate about written communication, with a strong commitment to spelling, grammar, and brand consistency. EDUCATION & EXPERIENCE Bachelor's degree in Marketing, Communications, Public Relations, Business, Journalism, or a related field. 3-5 years of experience in community management, social media management, customer engagement, reputation management, public relations, customer service, or a related communications role. Experience managing multiple brands or business units simultaneously is considered an asset. Experience working in a B2B, manufacturing, industrial, or agency environment is considered an asset. WORK AUTHORIZATIONS AND TRAVEL Up to 10% travel between Canada and the United States. Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity. Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.