Develop and implement PG&E’s social media guidelines and standards for engaging with our customers and other stakeholders on key social platforms.
Ensure a consistent brand voice, responsible moderation, and adherence to policies and standards.
Monitor and respond to comments, direct messages, and questions across PG&E social channels.
Coordinate with internal stakeholders to obtain accurate information for responses.
Measure the impact of community engagement, including sentiment and volume.
Escalate crisis-related or urgent items to the appropriate teams.
Lead day-to-day engagement across major and emerging social platforms, fostering authentic, empathetic interactions with customers, community members, creators, and advocates.
Develop and maintain community guidelines and engagement best practices.
Partner with Marketing and Communications, Customer, Energy Delivery, Legal, and other teams to surface feedback, address concerns, and support crisis monitoring and response.
Create and contribute to engaging social content including shortform video and real-time storytelling.

Bachelor’s degree in Communications, Journalism, Public Relations, or a related field or equivalent work experience
10 years of related work experience to include social media in a corporate setting
Valid driver’s license with clean driving record
Deep knowledge of social media in a corporate setting, online behaviors, and digital trends
Strong understanding of paid social, influencer marketing, executive social, user-generated, and employee-generated content, and emerging formats
Experience with social media management tools (e.g., Sprout Social)
Strong analytical skills and experience with social listening/monitoring platforms (e.g., Quid, Brandwatch, Talkwalker)
Excellent writing and editing skills (journalistic or AP style), with strong attention to detail
Proficiency in social content creation and understanding of content quality
Experience building social media strategies and programs

Principal Social Media Community Manager

About this role