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Director Community Management

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Sep 25, 2018

New York,

Permanent

Agent: Vincent S.

Job #: 138562

Salary: 100-120K

Job Description

We are seeking a Manager to join our Marketing team and lead a customer support team in improving customer experience with our brands and building a community.

We are looking for Senior Manager, Social Media Community Management to oversee a team of customer support on social media for e-commerce brands.

The ideal candidate will have a passion for customer experience and insights, community building, the startup world, and all things social media. How do better communicate and engage our customers, who are commenting like crazy on our social posts clamoring for updates on shipping, inventory and highly specific product details?

Responsibilities: 

Oversee a growing team of community managers that act as the voice of our brands 

Handle the front lines of support by improving response time and NPS rating 

Ensure on-brand responses to every Facebook and Instagram comment, DM, tweet and beyond 

Deliver awe-inspiring customer service on Facebook, Twitter, Instagram, LinkedIn, Pinterest, YouTube and other social platforms 

Work across teams to ensure consistent messaging on key product and brand details 

Liaise with the marketing team to use customer insights to inform content strategy 

Leverage social listening to widen scope of brand and relevant subject mentions online and devise strategies to incorporate our brands into those conversations 

 

Requirements: 

BA/BS degree or equivalent working experience 

2-3 years experience managing customer support teams on social media 

3-5 years experience in customer experience and social media 

Passionate about fostering communities 

Natural conversationalist who enjoys interacting with customers and understands how to respond with empathy and sell authentically 

Strong familiarity with all social platforms 

Organized, friendly and patient 

Never satisfied with status quo; always asking how can do we better 

Eager to learn and take on new and varied responsibilities 

Must be available to field the occasional message outside of typical business hours 

Want more details about this and other opportunities?
Meet Vincent Sorce!