The Customer Experience, Social Lead at Merit is responsible for maintaining a positive and interactive community environment across social channels. Beyond interacting with current or future customers on social, the right candidate will help to create scalable frameworks and processes that dictate how Merit interacts with its community, alongside social and brand. The right candidate must have excellent communication skills, high attention to detail, analytical capabilities to provide insights on campaign performance, and an ability to mentor and develop a small team of CX social representatives.

Responsibilities: 

• Comment, like and engage with the Merit community on all social media accounts proactively and reactively in the Merit Voice, and in accordance with set standards
• Report on KPIs for social media campaigns, such as targets for a certain number of shares or likes and measuring a campaign’s performance against the KPIs; gather trends and relay insights to stakeholders
• Train and mentor CX new hires on Merit social media channels
• Participate in proactively identifying customer questions or comments that may arise related to new product launches or sustainability practices; lead the creation of social FAQs ahead of new product or campaign launches
• Manage CX Influencer and Partnership inboxes; respond to/send messages to applicable teams 
• Identify trending influencers who meet criteria and send to the Influencer Team
• Perform research on current benchmark trends and audience preferences
• Assist social and brand in designing and implementing social media strategies to align with business goals
• Be an active participant in social brainstorms; suggest and implement new ideas to develop brand awareness
• Partner closely with Brand/Social departments to represent the customer 
• Post content for in-feed and igs (Instagram), Youtube videos, and TikTok (as needed)
• Stay updated on industry trends, social media best practices, and emerging platforms

Requirements:

• 3 years within online customer experience, with at least 2 years supporting social channel
• Deep knowledge and experience across social media channels (Instagram, TikTok, YouTube, etc.) and prior experience with CX ticketing systems (Zendesk highly preferred) 
• Prior success in engaging with community members and growing an online community
• Analytical capabilities; prior experience in monitoring and analyzing social media trends and performance metrics, and reporting on insights
• Prior experience managing, training, mentoring and motivating CX team members
• An ability to collaborate with other teams cross-functionally to develop and execute initiatives that encourage community engagement
• A record of operating with good judgment and leveraging creative problem-solving skills
• Exceptional written and verbal communication skills 
• A high attention to detail

Must be based in LA and have the ability to work in office 2-3 days per week.

We are proud to offer a comprehensive and competitive benefits package in addition to salary compensation. The annual salary for this role is $67,000.00 in addition to bonus potential, stock options, a 401(k) match, health benefits, paid time off and more. The final salary will be determined based on a variety of factors, including the individual's experience and qualifications.