Chipotle Mexican Grill
Social Listening Coordinator
Summary
Chipotle Mexican Grill is hiring a Social Listening Coordinator to help protect and promote the brand by monitoring social channels for mentions, feedback, and emerging trends. The role engages directly with guests, escalates risks to internal stakeholders, and synthesizes listening data into insights that improve the guest experience and support brand reputation.
What you'll do
Engage with guests on social media in a way that reflects Chipotle’s voice, culture, and values to foster loyalty and a positive experience.
Respond to guest inquiries, comments, and concerns while consistently meeting established SLAs and KPIs.
Monitor social platforms for brand mentions and relevant conversations; analyze trends and identify potential brand risks.
Identify guest concerns, ensure timely follow-up, and escalate issues to appropriate stakeholders to mitigate risk.
Use escalation protocols to partner with Marketing, Customer Service, and Customer Incident teams to support resolution.
Maintain accurate documentation by logging issues, applying tags, summarizing context before escalation, and attaching supporting details or screenshots.
Categorize and organize data for key reports to generate actionable insights and engagement opportunities.
Collaborate with Marketing and Communications to curate and distribute a daily internal newsletter covering business news, brand mentions, and industry trends.
Requirements
High school diploma or GED required.
Bachelor’s degree in Communications, Public Relations, Marketing, or related field preferred.
1–2 years of experience in social media monitoring, community engagement, customer service, or related work.
Internship experience in social media, community engagement, and/or customer service strongly preferred.
Experience with social listening/engagement tools (e.g., Sprinklr) preferred.
Strong written and verbal communication skills; ability to adapt tone to brand voice.
Ability to monitor/analyze conversations, identify trends, and translate insights into recommendations.
Strong organization and attention to detail; ability to manage multiple priorities in a fast-paced environment.
Experience collaborating with cross-functional teams (Marketing, Customer Service, Communications).
Familiarity with basic reporting/analytics for engagement, sentiment, and emerging issues.
Proactive mindset; ability to identify, assess, and escalate high-risk issues.
Conditions
Flexible schedule required, including nights and weekends.
Estimated base pay range: $22.59–$28.37 per hour, plus eligibility for annual cash bonuses and equity awards (based on performance and other factors).
Benefits include medical, dental, and vision insurance; 401(k); sick leave; vacation time; and additional total rewards.