Social Media Community Manager (Digital Beauty)

• Pay Rate: $31/HR

• Reactively engaging with fans and followers in a timely manner (TikTok, Facebook, Instagram, Twitter)
• Support 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
• Support always-on seeding & gifting program based on team goals
• Source relevant talent for S&D program, and manage outreach to shipping via Hatteras platform
• Come up with solutions for S&D program when challenges arise 
• Detailed tracking of S&D personal results as part of overall program 
• Stay up to date on new social media platforms, tools and best practices

• Maintain 100% Reply Rate and established Response Time goals across social channels
• Maintain consumer satisfaction and sentiment scores as established by the group
• 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

• Bachelor’s Degree
• 1-2 years’ social media engagement experience
• Customer Service experience desired
• Customer obsessed mindset
• Knowledge and experience with major social media platforms required
• Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team
• Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends
• Report back to internal team to funnel insights into product / experience / content creation strategy
• High level of organization, attention to detail and positive attitude
• Interest in beauty, fashion and/or lifestyle brands
• Exceptional writing skills
• Excellent problem-solving ability
• Proficient in Microsoft applications including PowerPoint, Word and Excel

Salary : $31