Lead, Social Media, Community & Brand Engagement

At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today.

Position Specific Description

This role leads social media, community engagement, brand communications, and social-driven lead generation across

Gexa Energy, Frontier Utilities, and Companion Energy

. Reporting to senior leadership, the role owns end-to-end organic and paid social strategy, social reputation management, and digital community care—ensuring each brand shows up consistently, responsively, and credibly across major platforms.

This is a high-impact, non-junior role requiring strong strategic thinking, operational excellence, cross-functional leadership, and hands-on execution. The Lead will build scalable tools, workflows, and governance while partnering closely with Marketing, Customer Care, Legal, and agency teams to drive growth, engagement, and trust across all three brands.

Key Responsibilities Organic Social Media & Community Engagement

- Own organic social strategy across all three brands, aligned to brand positioning, content pillars, and business objectives.

- Define content pillars, editorial calendars, publishing cadence, and platform-specific strategies (Meta, TikTok, Reddit, emerging channels).

- Identify social trends, cultural moments, and AI-driven content opportunities to drive relevance and sustained growth.

- Partner with internal teams and agencies to ideate, approve, and publish content with clear governance and workflows.

- Proactively foster conversation, advocacy, and meaningful community participation.

Community Care & Social Reputation

- Lead social community care across brands, ensuring timely, empathetic, and on-brand responses at scale.

- Design escalation paths and workflows in close partnership with Customer Care.

- Monitor sentiment and brand reputation, identifying risks and opportunities early.

- Establish response guidelines and best practices that protect and strengthen brand trust.

Paid Social & Digital Advertising

- Own paid social strategy and execution, including testing, optimization, and performance reporting.

- Ensure paid social supports acquisition goals, brand value, and customer loyalty.

- Collaborate with internal teams and agencies to optimize creative and align channel scope.

Brand Communications & Lead Generation

- Lead ongoing brand communications that inform, engage, and reinforce each brand’s promise.

- Oversee communication platforms, workflows, and transactional messaging standards.

- Own social-driven lead generation, including capture, offers, and nurture strategies.

- Partner with marketing and digital teams to align social lead efforts with broader growth initiatives.

Agency & Stakeholder Leadership

- Identify and manage agency partners across content, creative, and paid media.

- Serve as the central point of coordination across Marketing, Digital, Customer Care, Legal, and Leadership to ensure alignment and execution excellence.

Required

Skills & Experience

- 8+ years of experience in social media, digital marketing, brand communications, or community management.

- Proven ownership of organic and paid social strategies.

- Deep expertise across major and emerging social platforms (Meta, TikTok, Reddit).

- Experience building social customer care workflows with Customer Care teams.

- Strong cross-functional and agency leadership skills.

- Data-driven mindset with excellent written and verbal communication skills.

Preferred

- Experience in regulated or highly scrutinized industries.

- Background in energy, utilities, telecom, or consumer services.

- Experience leading social and community programs across multiple brands.

What Makes This Role Compelling

- Ownership and visibility across three distinct brands.

- Opportunity to build new capabilities, tools, and processes from the ground up.

- Direct impact on brand reputation, customer trust, and revenue growth.

- Close partnership with senior leadership and key stakeholders.

- Ideal for a strategic, hands-on leader who thrives in both vision-setting and execution.

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to delight customers, improve service levels, ensure customer retention, efficiencies, and increase profitability across all business lines. This position works cross functionally and has both strategic and tactical elements, including, but not limited to process improvements, customer interactions, technology assessments, benchmarking, research analysis, and change management.

Job Duties & Responsibilities

- Drives key initiatives that deliver exceptional customer experiences

- Establishes processes, methodologies, and benchmarks for customer experience analytic

- Serves as a subject matter expert to design and support user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met

- Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes

- Extracts and manipulates data, conducts analysis, determines conclusions, and communicates insights and actionable recommendations on the customer experience to the working team and senior leadership

- Creates ideal state customer journeys and collaborates with functional areas and owners to execute the optimal vision

- Monitors journey performance across channels and ensures it reinforces the customer experience vision

- Develops and implements ongoing plan to capture voice of customer and uses findings to drive improvements

- Leads customer retention initiatives across all business lines

- Interacts with customers to improve customer satisfaction and retention

- Performs other job-related duties as assigned

Required Qualifications

- Bachelor's or Equivalent Experience

- Experience: 6+ years

Preferred Qualifications

- Supervisor/Management Experience: 1+ years

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here

to learn more.

Employee Group:

Exempt

Employee Type:

Full Time

Job Category:

Customer Service

Organization:

Gexa Energy, LP

Relocation Provided:

No

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com , providing your name, telephone number and the best time for us to reach you.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy

does not

accept any unsolicited resumes or referrals from

any third-party recruiting firms or agencies

. Please see our policy for more information.