CULTIVATE A BETTER WORLD
Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.
THE OPPORTUNITY
As Coordinator, Social Listening, you will play a key role in protecting and promoting the Chipotle brand by monitoring social media channels for brand mentions, guest feedback, and emerging trends. You will serve as a voice of Chipotle, directly engaging with guests and responding to inquiries, comments, and concerns in a manner that reflects our voice, culture, and values. Additionally, you will organize and synthesize data to support reporting that delivers insights to enhance the guest experience, address potential issues, and identify opportunities for further engagement.
What You’ll Do
- Engage with Chipotle’s fans on social media in a manner that reflects our voice, culture, and values, fostering a positive guest experience and strengthening brand loyalty.
- Identify potential guest concerns and ensure timely follow-up and escalation to appropriate stakeholders to mitigate risk and support resolution.
- Respond to guest inquiries, comments, and concerns in a timely manner, consistently meeting established Social Listening service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor social media platforms for brand mentions, feedback, and relevant conversations, analyzing trends and identifying potential risks to the brand.
- Leverage established escalation protocols to partner with key stakeholders (Marketing, Customer Service, and Customer Incident) to support timely issue resolution.
- Maintain thorough and accurate documentation of guest concerns, including logging issues, applying appropriate tags, summarizing context prior to escalation, and attaching supporting details or screenshots.
- Categorize and organize data used in key reports to generate insights that enhance the guest experience, address potential issues, and identify opportunities for engagement.
- Collaborate cross-functionally with teams including Marketing and Communications to curate and distribute a daily internal newsletter summarizing business news, brand mentions, and industry trends.
What You’ll Bring To The Table
- High school diploma or general education degree (GED) required.
- Bachelor's Degree (BA/BS) from 4-year college or university in Communications, Public Relations, Marketing, or a related field is preferred.
- Internship experience in social media, community engagement, and/or customer service strongly preferred.
- 1–2 years of experience in social media monitoring, community engagement, customer service, or a related field.
- Experience using social listening and engagement tools (e.g., Sprinklr) preferred.
- Strong written and verbal communication skills, with the ability to adapt tone and messaging to align with Chipotle’s brand voice.
- Ability to monitor and analyze social media conversations, identify trends, and translate insights into actionable recommendations.
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
- Experience collaborating with cross-functional teams, including Marketing, Customer Service, and Communications.
- Familiarity with basic reporting and analytics to track engagement, sentiment, and emerging issues.
- Proactive mindset with a passion for brand storytelling and audience engagement.
- Ability to identify, assess, and escalate high-risk issues to protect brand reputation and mitigate risk.
- Ability to work a flexible schedule, including nights and weekends.
PAY TRANSPARENCY
A reasonable estimate of the current base pay range for this position is $22.59–$28.37. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits for more details.
Who We Are
Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM
Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply.
Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.
