Key Responsibilities 

Social Media and Review Mining & Sentiment Analysis 

• Aggregate and analyze social media and review data from multiple sources 

• Identify recurring themes, sentiment trends, and root causes of negative sentiment drivers 
   

Cost of Poor Experience Modeling 

• Quantify the financial impact of negative social media comments and reviews, including lost sales, returns, and customer churn. 

• Collaborate with Finance and Product teams to estimate cost of remediation and potential ROI of improvement initiatives. 
   

Strategic Forecasting 

• Model the impact on POS performance and subscription renewal based on brand perception and app/retail review ratings 

• Identify, document and present project ideas to improve customer experience on these channels 

Investment Planning 

• Recommend targeted investments (e.g., product fixes, packaging changes, service enhancements) to drive positive comments/reviews. 

• Partner with Product, Marketing, and Customer Care to prioritize initiatives based on impact and feasibility. 
   

Customer Engagement Support 

• Serve as overflow support for the social media response team, responding directly to customers on social channels — building first-hand understanding of Arlo customers, their needs, and their sentiment. 

• Incorporate feedback and performance learnings into future social media engagements, continuously refining tone, timing, and approach so that future engagements improve. 

Reporting & Communication 

• Create and present a social media dashboard to communicate insights and recommendations to stakeholders and leadership. 

• Build additional dashboards and executive-level presentations to communicate insights and recommendations. 

• Track progress of initiatives and their effect on sentiment, review scores and customer satisfaction metrics – not just activity, but results. 
   

Qualifications 

• Bachelor's degree in Marketing, Data Science, Economics, or related field 

• 3+ years of experience in social media management, customer experience, and product insights. 

• Proficiency in data visualization tools (e.g., Tableau, Power BI). 

• Strong knowledge of enterprise social media platforms such as Sprout Social, Sprinklr, and Brandwatch. 

• Strong understanding of eCommerce, retail, and customer feedback ecosystems. 

• Strong project management skills: planning, prioritization, status reporting, and on-time delivery 

• Strong writing skills and excellent communication skills, with the ability to build clear, compelling narratives and storytelling that influences cross-functional stakeholders. 

• Experience working with vendors or third-party partners to drive performance outcomes 
   

Preferred Skills 

• Experience with NLP techniques for sentiment and text analysis. 

• Familiarity with review platforms and scraping tools. 

• Background in financial modeling or ROI analysis. 
   

The pay range for this position reflects the minimum and maximum target for new hire salaries at commencement of employment and is expected to be between $75,000– $110,000/year. However, base pay offered may vary depending on multiple factors, including location, role, job-related knowledge, skills, relevant education, and experience.  The total compensation package for this position may also include other elements, including bonus, equity, and a full range of benefits. Details of all benefits will be provided if an employee receives an offer of employment.