Knowledgeable Social Media Manager experienced in executing social media strategies across social platforms. Demonstrated time management and collaboration skills. Flexes easily with new information and branding changes to consistently exceed targets for engagement, acquisition and retention.
Hi, I’m
Lilian Lopez
Social Media Supervisor
Cicero,IL
Summary
Overview
8
years of professional experience
Work History
Ulta Beauty Inc.
Social Media Supervisor Guest Services
01.2021 - Current
Job overview
- Develop guest services social media strategy by analyzing trends and building on social CRM platform offerings.
- Increased customer engagement through social media by setting standard for responses through social messaging library, FAQs, and coaching agents to meet quality standards.
- Drive cross-functional collaboration with focus on quality service delivery.
- Conduct research and pull daily reports to determine current benchmark trends and audience preferences.
- Manage Sprinklr vendor relationship to ensure we are up to date with the latest on social management and engagement.
- Create crisis strategy in collaboration with crisis team as needed.
H&M Hennes & Mauritz
Global Social Media Team Lead
11.2017 - 01.2021
Job overview
- Increased customer engagement through social media by implementing guest services positive engagement strategy.
- Managed and helped create communication around social media crisis.
- Partnered and communicated cross functionally to ensure all social media guidelines are followed and improved as needed.
- Maintained company's social media presence by managing tone of voice and monitoring responses curated by team.
- Lead global efforts to align and create streamline processes to establish brand persona on social media.
H&M Hennes & Mauritz
Bilingual Social Media Team Lead
10.2016 - 11.2017
Job overview
- Developed social media playbook for Spanish translations to align with our English replies and maintain brand tone of voice on a global level.
- Conducted monthly progress meetings with team fo 16 to evaluate and improve performance based on KPI’s.
- Communicated cross functionally to align on bilingual strategy for social media.
Education
DePaul UniversityChicago, IL
Master of Science from Marketing
06.2021
University Overview
DePaul UniversityChicago, IL
Bachelor of Arts from Public Relations, Advertising, And Applied Communication
11.2016
University Overview
Skills
- Facebook, Instagram, LinkedIn, TikTok, X, YouTube, Yelp, Google
- Sprinklr
- Social Media Strategy
- Community Management
- Social Media Copywriting
- Analytics, Reporting, and Trend Monitoring
- Effective Organization
- Teamwork and Collaboration
- Strategic Planning
Additional Information
Additional Information
Managed multiple stretch assignments including Holiday readiness for Guest Services and Close The Loop implementation.
Languages
Spanish
Native or Bilingual
Timeline
Social Media Supervisor Guest Services
Ulta Beauty Inc.
01.2021 - Current
Global Social Media Team Lead
H&M Hennes & Mauritz
11.2017 - 01.2021
Bilingual Social Media Team Lead
H&M Hennes & Mauritz
10.2016 - 11.2017
DePaul University
Master of Science from Marketing
DePaul University
Bachelor of Arts from Public Relations, Advertising, And Applied Communication