What are the responsibilities and job description for the Community & VoC Specialist position at Winnebago Industries Inc?
A Little About Us: Operating since 1968, Newmar Corporation has been helping customers explore the outdoor lifestyle, enabling extraordinary mobile experiences as they travel, live, work, and play. Newmar has been synonymous in the RV industry with luxury, quality, and innovative motor coaches. In every part of our company, we relentlessly pursue continuous improvement and enhanced productivity, driving out waste, and creating meaningful strategic differentiation. Newmar is part of Winnebago Industries, Inc. a leading U.S. manufacturer of outdoor lifestyle experiences under the Winnebago, Newmar, Grand Design, Chris-Craft, and Barletta brands.
Primary Objective of Position: Responsible for the day-to-day oversight and management of customer care and social media channels, while identifying opportunities to enhance, optimize, and act on Customer Feedback to ensure a seamless and on-brand experience for Newmar prospects, owners, dealers, and suppliers.
Key Areas of Responsibility
- Act in response to VOC (Voice of the Customer) direct feedback across multiple touchpoints by following up and growing engagement with loyal customers and providing a path to recovery when appropriate
- Be a thought leader regarding optimization of the VOC program, leveraging insights from various types of feedback (direct, indirect, and inferred) to influence the design of experiences
- Act as the Product Owner, configuring, identifying opportunities for enhancements or maintenance on the Social Media Management tool, and coordinating the implementation of those changes with the Vendor, the IT department with subsequent training of users
- Manage and optimize the queues to direct customer contacts on social media to the corresponding Customer Care Specialist, while identifying and redirecting the interactions missed by the configured queues. Respond to customer contacts outside of the scope of the pre-identified Customer Care Specialists.
- Ensure that agreed-upon service levels are achieved for seamless consumer support across Parts, Service, Customer Service, Sales, and others. Manage the receipt and response to Customer Contacts through web channels, including HubSpot, while collecting input or providing feedback to cross-functional partners, including Engineering, Sales, Marketing, Service, Parts, etc.
- Lead social listening, tagging, deep dives, and tagging and reporting to garner insights on customer service, product quality, product launch, social media performance, and deliver monthly reports to Sales, Service, Product Development, and Brand to inform future go-to-market strategies
- Lead the publication and monitoring of social content on behalf of Newmar brand as it pertains to community channels, which include but are not limited to: Newmar brand accounts on: X, Facebook, Instagram, LinkedIn, TikTok, and YouTube. Newmar Owners Groups on Facebook, Newmar Kountry Klub Group on Facebook, Newmar Communities on IRV2
- Leads the creation, execution, administration, and performance reporting of social media campaigns
- Create and maintain community response matrices for groups noted above
- Performs other duties as assigned by the VP of Customer Experience, Director, Brand Marketing, VP Marketing & Strategy, or an Executive Team member.
Key Attributes
- Strategic thinking and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong asset and communication creation skills.
- Strong project management skills.
- Ability to take conceptual ideas and create aligned assets.
- Time management skills and ability to multi-task.
- Perform well with agile directional change.
- Ability to collaborate with cross-functional teams.
- Empathy and ability to de-escalate conflict
- Interpersonal skills
- Positive attitude and ability to work with ambiguity
- Technical social media, community management, and customer service skills.
- Attention to detail.
Education & Experience
- College degree in a related field required.
- Two or more years of experience creating, implementing, and managing social media and community channels.
- Two or more years of experience in customer care.
- Experience with Customer Experience design and management, including the activation of VOC channels
- Experience writing to public and professional audiences, across multiple communications channels preferred.
- Experience working in Sprout Social, Salesforce, CX Tools like Qualtrics or Medallia, MS Office, Adobe Office Suite. Adobe DAM, Adobe AEM, and other social analytics tools preferred.
- HTML email scripting and tagging experience preferred.
- Experience in CRM customer database management and audience segmentation preferred.
- Experience in creation and activation of automated social media campaigns.