Sr. Social Media Marketing

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.  

Job Location: Remote

Pets Best is seeking a Social Media Marketing Manager to build and lead our organization’s comprehensive social media program. This is a foundational, hands-on role responsible for designing the end-to-end social strategy across brand awareness, community engagement, demand generation, customer care, and social listening/response. This role requires a strategic, analytical, and creative marketer with deep expertise in developing social programs from the ground up, shaping our social media vision, infrastructure, processes, governance, content engine, and KPIs—ultimately maturing social into a high-performing, full-funnel marketing function.

Job Description/Key Responsibilities:

• Social Media Strategy & Framework Development

  • Build the enterprise-wide social media strategy, including channel roles, audience segmentation, content pillars, publishing cadence, and measurement framework.

  • Develop a cross-funnel approach that supports brand awareness, community building, engagement, conversion, and retention.

  • Establish the governance model (policies, workflows, R&R’s, escalation paths).

  • Recommend tools and platforms needed for publishing, analytics, monitoring, and customer care.

• Content Development & Channel Management

  • Create and manage an integrated content calendar aligned to marketing campaigns, product launches, and company initiatives.

  • Write, edit, and produce compelling social-first content across formats (copy, short-form video, graphics, paid social assets).

  • Optimize each channel for best practices across LinkedIn, Facebook, Instagram, TikTok, YouTube, X/Twitter, Reddit, and emerging platforms.

  • Maintain brand voice consistency while adapting messaging appropriately by channel and audience.

• Brand Building & Community Development

  • Grow brand presence and visibility by cultivating authentic, two-way engagement with target audiences.

  • Develop a community strategy that fosters conversation, advocacy, and loyalty.

  • Identify partnerships, influencers, and UGC opportunities to increase reach and credibility.

• Demand Generation & Performance Marketing Alignment

  • Collaborate with demand gen, digital, and product marketing teams to design full-funnel paid + organic social campaigns.

  • Build reporting to track contribution toward pipeline, lead quality, CAC, and conversions.

  • Optimize targeting, messaging, and creative to drive measurable business outcomes.

• Social Listening, Customer Care & Crisis Management

  • Implement a social listening framework to monitor brand sentiment, competitive signals, and emerging issues.

  • Develop and oversee first-response guidelines for customer inquiries, complaints, and escalations.

  • Partner with Customer Experience, PR/Communications, and Legal on issue management and crisis communication protocols.

  • Ensure consistent and timely responses to social inquiries, working cross-functionally as needed.

• Measurement, Analytics & Continuous Optimization

  • Establish KPI architecture spanning awareness, engagement, community growth, lead generation, and customer satisfaction.

  • Produce dashboards and executive reporting that clearly communicate performance and insights.

  • Continuously test and iterate creative, messaging, and formats based on data.

• Cross-Functional Collaboration & Leadership

  • Serve as the organization’s social media subject matter expert, guiding stakeholders and educating teams on best practices.

  • Work closely with Brand, PR/Comms, Customer Support, Product Marketing, HR/Talent Brand, and Sales.

  • Build a scalable operating model that can support future team growth.

Qualifications Required:

• 5–8 years of hands-on social media marketing experience, ideally in a B2C organization with complex customer journeys.

• Demonstrated success building or significantly scaling a social media function.

• Expertise in paid + organic social strategy and execution.

• Strong writing, storytelling, and creative development skills.

• Proficiency with social tools (e.g. Sprinklr).

• Experience with social listening, customer care programs, and issues management.

• Analytical mindset with a track record of using data to drive decisions and optimize performance.

Preferred:

• Familiarity with customer support processes or crisis comms.

• Background in community management or influencer marketing.

• Experience working cross-functionally in a matrixed marketing environment, experience in property and casualty insurance is a plus.

• Ability to thrive in a fast-paced environment and build structure where it doesn’t yet exist.

What Success Looks Like:

• A fully defined social strategy and governance framework within your first 90–120 days.

• Significant growth in reach, engagement, and community interaction.

• A measurable contribution to pipeline and brand awareness.

• A consistent, professional, and scalable approach to social customer care.

• Strong internal alignment across Marketing, Customer Service, PR/Comms, and Sales.

• Establishing the foundation for future team expansion.

#li

#petsbest

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)