Director Social Media Customer Service Jobs (NOW HIRING)

About Metagenics

For over 43 years, Metagenics has had the mission to help people live happier, healthier lives through the life-changing power of nutrition.We believe the way we do business is as important as the business we do; that a company in the nourishment business should nourish its people, too. So, we incorporated healthy, sustainable care into every dimension of our culture. Our diverse and expansive team are a prime example of the power of a people-first approach. We know first‑hand, when an organization prioritizes internal growth and fosters empathy, its people come together to set an example of what the world can become.Join us in being the world’s leading healthcare professional-grade VMS company!

The Role

Reporting to the VP of Marketing, the Director will own and execute Metagenics' social media strategy end to end, design and run our customer engagement framework, lead social content development, and establish a best‑in‑class influencer and partnerships program. You will lead a team of four, setting strategy and standards while remaining close enough to the work to coach, edit, and raise the quality bar. Success in this role means a measurably stronger brand presence, a more engaged and loyal customer community, and a partnership program that turns credible voices into durable advocacy — all while protecting the scientific integrity and compliance standards that define Metagenics.

Key Responsibilities Own & Execute Social Media Strategy

• Define and own the enterprise social media strategy across all platforms (Instagram, TikTok, YouTube, LinkedIn, Facebook, and emerging channels), aligned to brand, commercial, and audience‑growth goals for both practitioner and consumer segments.

• Set the channel roadmap, publishing cadence, and platform‑specific playbooks; decide where Metagenics should lead, participate, or stay out.

• Own social KPIs end to end — reach, engagement rate, audience growth, share of voice, community sentiment, and contribution to pipeline and revenue — and report performance to senior leadership.

• Manage the social media budget and the platform, listening, publishing, and analytics tech stack.

Build the Customer Engagement Framework

• Design and operationalize a customer engagement framework that governs how Metagenics listens and responds across social, community, reviews, and DMs — defining tone, response‑time standards, escalation paths, and hand‑offs to customer care, medical/regulatory, and sales.

• Grow and nurture owned communities and advocacy programs that deepen loyalty, retention, and lifetime value among both practitioners and end consumers.

• Establish a social listening and voice‑of‑customer practice that feeds insights back into product, education, and marketing — mirroring how leading category brands let community feedback shape content and product development.

• Partner with customer care and medical affairs to ensure engagement is fast, on‑brand, empathetic, and compliant.

Own Social Content Development

• Own the social content engine end to end — strategy, editorial calendar, production, and optimization — ensuring every asset is on‑brand, science‑credible, and platform‑native.

• Lead the development of a mix of formats (short‑form video, educational series, practitioner and expert features, UGC, and trend‑responsive content) that translate complex nutritional science into accessible, trustworthy storytelling.

• Build efficient production workflows spanning in‑house creators, freelancers, and agencies; manage the content pipeline from brief to publish to performance review.

• Partner with brand, regulatory, and medical/scientific teams so content is both compelling and substantiated.

Establish Influencer Partnerships

• Build Metagenics' influencer and partnerships program from strategy through execution — identifying, vetting, onboarding, and managing creators, practitioners, athletes, and experts who authentically align with the brand.

• Champion an "accountable influence" model that prioritizes scientific accuracy, education, and FTC‑compliant disclosure over reach alone — including partner education and clear content standards, in the spirit of category leaders' education‑first approaches.

• Negotiate and manage partnership agreements, briefs, deliverables, and budgets; establish attribution and ROI measurement for all partnerships.

• Cultivate a dual approach that pairs clinical and scientific credibility with culturally relevant voices to reach distinct audience segments.

Lead & Develop the Team

• Lead, coach, and develop a team of four, setting clear goals, standards, and career paths while fostering a collaborative, high‑output creative culture.

• Allocate resources across social, community, content, and influencer priorities; remove blockers and maintain quality at speed.

• Partner cross‑functionally with brand, product, e‑commerce, PR, sales, customer care, and regulatory/medical to ensure aligned, compliant execution.

Basic Requirements Required

• 10+ years in social media, community, or digital marketing, including 3+ years leading and developing teams.

• Proven track record building and scaling social and community programs that drove measurable growth in engagement, loyalty, and revenue — ideally in health, wellness, supplements, beauty, CPG, or another highly regulated, trust‑driven category.

• Deep, current fluency across major social platforms and their formats, algorithms, and creator ecosystems.

• Demonstrated experience designing and running influencer/partnership programs, including vetting, contracting, and ROI measurement.

• Strong editorial judgment and the ability to translate technical or scientific information into clear, credible, engaging content.

• Comfort operating within regulatory and compliance guardrails (e.g., FTC disclosure, health/supplement claims substantiation).

• Excellent leadership, communication, and cross‑functional collaboration skills, with a data‑informed approach to decisions.

Preferred

• Experience marketing to both healthcare practitioners and end consumers, or in a hybrid B2B/B2C model.

• Familiarity with the professional supplement, functional medicine, or personalized nutrition landscape.

• Hands‑on experience with social listening, community, and analytics platforms.

Compensation