Job Title

Ratings and Reviews Engagement Specialist

Overview
The Ratings and Reviews Engagement Specialist monitor ratings and reviews and questions and answers on General
Mills’-owned websites and engage with consumers to resolve issues, answer questions, clarify misunderstandings,
alleviate frustration, or acknowledge posts, as appropriate. Other responsibilities include making note of breaking news
stories affecting GM brands and the food industry for distribution daily through Global Communications.

Key Accountabilities
Engagement - 95%
 Remain current with Competitive Landscape and media trends
 Monitor General Mills’ ratings and reviews/questions and answers on our websites in real-time and engage in conversations
on behalf of General Mills brands when appropriate
 Confers with team Supervisor on topics for which no standard response has been created for the R&R and Q&A Response
Library and craft suggested responses to use based upon documents in Consumer Relations KnowledgeBase or other
internal databases.
 Ensure compliance with all GMI Interactive Policies in matters relating to Blogging and Social media relationships and
communications
 Assures the growth of customer retention by providing positive and professional interactions
 Non-traditional business hours, occasional weekend as needed

Other Tasks as assigned - 5%

 Other job tasks that may be assigned to ensure all time is productively utilized
 Specific projects as assigned

Minimum Qualifications
 Strong written and verbal communication skills
 3 years of experience preferably within social media engagement and customer service
 Strong PC skills (including experience with Microsoft Office Suite), along with social media engagement tools
 Should display a sense of proactive urgency and big-picture thinking in addressing current social media needs for the
company and must possess the ability to interact well with others in Consumer Relations to achieve the greatest results for
the Global Consumer Relations.

Preferred Qualifications
 Demonstrates strong interpersonal skills, bias for action, and attention to detail
 Strong collaborator; able to quickly track down answers for community questions
 Ability to be flexible and work with ambiguity; self-directed
 Provide innovative thought leadership and advice to team and internal partners
 Demonstrate strategic thinking skills in assessing and developing social media responses that have a positive impact, or
minimize negative impact, on the brands and General Mills corporate
