Community Manager

Imagine being the authentic voice of a beloved brand, directly influencing consumer perception and satisfaction across various digital platforms. In this pivotal role, you will shape the online presence and foster meaningful connections within a vibrant community. Your expertise will not only resolve inquiries with empathy and efficiency but also contribute strategic recommendations, driving continuous improvement and innovation in how the brand interacts with its audience. This is your opportunity to make a significant impact on brand loyalty and consumer relationships, shaping how millions experience and connect with highly-regarded offerings.

Aquent is proudly partnering with a globally recognized leader in the consumer goods industry, an organization dedicated to enhancing daily life through innovative and high-quality offerings. This influential company stands at the forefront of shaping trends and delivering exceptional experiences to a vast global audience. Join a team where your contributions directly impact how millions engage with beloved offerings, making a tangible difference in their daily lives.

Are you a social media enthusiast with a passion for customer engagement and digital communication? Step into a dynamic role where you will serve as the authentic voice of a beloved brand, directly influencing consumer perception and satisfaction across various digital platforms. You will be instrumental in shaping the online presence and fostering meaningful connections within a vibrant community. Your contributions will directly impact brand loyalty and consumer relationships, ensuring millions experience and connect with highly-regarded offerings in an exceptional way.

Key Responsibilities

• Engage proactively and reactively with fans and followers across all social platforms, serving as a digital advisor and brand advocate.
• Provide insightful strategic recommendations and engagement support for public customer care channels, enhancing overall brand presence.
• Stay current with evolving social strategies and best practices by actively attending relevant trainings, work sessions, and meetings.
• Adhere diligently to provided social FAQ documents for new launches and key social moments, ensuring consistent messaging.
• Craft custom, clear, and consumer-friendly responses to address inquiries effectively and empathetically.
• Identify and recommend innovative approaches to influence consumer purchase decisions and foster brand affinity.
• Escalate critical customer complaints to internal teams and assist in swift, effective problem resolution.
• Offer data-driven recommendations for social content and engagement strategies based on consumer feedback and market trends.
• Continuously monitor new social media platforms, tools, and best practices to stay ahead in the dynamic digital landscape.
• Maintain a 100% reply rate and consistently meet established response time goals across all social channels.
• Achieve and exceed consumer satisfaction and sentiment scores as defined by the group, driving positive brand perception.
• Monitor individual social key performance indicators (KPIs) using relevant tools to track performance and identify areas for growth.
• Demonstrate schedule flexibility, including weekends, to seamlessly support business needs and maintain continuous engagement.
• Ensure all contacts across all channels meet established quality standards, upholding brand excellence.
• Identify opportunities for process and policy improvements, leading initiatives to enhance service and customer satisfaction.
• Document issues thoroughly for potential improvement or development, contributing to innovation.
• Accurately input required information into customer relationship management (CRM) systems and surveys to maintain data integrity and inform future strategies.

Required Qualifications

• Proven experience in social media engagement and community management, demonstrating a track record of success.
• Exceptional written communication skills with the ability to compose clear, empathetic, and custom responses that resonate with consumers.
• Strong understanding of various social media platforms and their best practices, including emerging trends.
• Ability to analyze consumer feedback and trends to provide actionable, strategic recommendations.
• Demonstrated problem-solving skills and the ability to handle critical customer complaints with professionalism and efficiency.
• Experience with monitoring social media KPIs and customer satisfaction metrics to drive performance.
• Flexibility to work a schedule that may include weekends, adapting to business demands.
• A proactive mindset with a commitment to continuous learning and staying updated on digital trends and tools.
• Proficiency in using customer relationship management (CRM) systems and social media monitoring tools.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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