Carl's Jr Canada

 
 
 

ASK: Manage social content strategy across Canada, redefine brand image, create a distinct Canadian voice.  

STRATEGY: Validate authenticity of social community and expunge fake/bot accounts, provide a consistent flow of content and reliable customer service, inspire localized conversations and user-generated content, created a set of rules/guidelines to adhere to. 

RESULT: Verified social channels, improved Facebook response time by 48% + 28 hrs, improved tone of conversation from 66% negative engagement to 15%, spearheaded localized content program, created Community Management Guidelines, Surprise & Delight initiative and Customer Service procedure.