Job Title: Community Manager I (Social Media Content creation) - 2 Openings
Duration: 12 Months Contract – W2
Location: 501 West 30th Street, New York, NY 10001 (Hybrid)
Note:
Hybrid
Job Description:
• Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter)
• Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed
• Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices
• Follow Brand and Care provided social FAQ documents for launches and key social moments
• Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
• Recognizes and recommends new ways to influence consumers in their purchase decision
• Alert critical customer complaints to internal Care and Brand teams and assist with problem solving
• Provide social content and engagement recommendations based on consumer feedback and trends
• Stay up to date on new social media platforms, tools and best practices
• Live in the social ecosystem, stay on top of emerging trends in the landscape Responsiveness
• Maintain 100% Reply Rate and established Response Time goals across social channels
• Maintain consumer satisfaction and sentiment scores as established by the group
• Monitor personal social KPI’s using Sprinklr
• Offers schedule flexibility to support the needs of the business which included weekends
• Meets established quality standards in all contacts across all channels
• Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.
• Documents product issues in a way that the information can be used for product improvement or development
• Accurately enters required information in the CRM and surveys to ensure data integrity
