Community Manager

Aquent is partnering with a globally recognized leader in the consumer goods industry, dedicated to enhancing daily life through innovative and high-quality products. This organization is 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 products and brands.

Are you a social media enthusiast with a passion for customer engagement and digital communication? We are seeking a dynamic individual to join our client's team and play a pivotal role in shaping their online presence and fostering meaningful connections with their community. In this role, you will be the voice of the brand, directly influencing consumer perception and satisfaction across various digital platforms. Your expertise will not only resolve inquiries but also contribute to strategic recommendations, driving continuous improvement and innovation in how the brand interacts with its audience.

Responsibilities

• Engage proactively and reactively with fans and followers across all social platforms, serving as a digital advisor.
• Provide insight, strategic recommendations, and engagement support for public customer care channels.
• Stay current with social strategies and best practices by attending relevant trainings, work sessions, and meetings.
• Adhere to provided social FAQ documents for new launches and key social moments.
• Craft custom, clear, and consumer-friendly responses to address inquiries effectively.
• Identify and recommend innovative approaches to influence consumer purchase decisions.
• Escalate critical customer complaints to internal teams and assist in problem resolution.
• Offer 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 digital landscape.
• Maintain a 100% reply rate and meet established response time goals across all social channels.
• Achieve consumer satisfaction and sentiment scores as defined by the group.
• Monitor individual social key performance indicators (KPIs) using relevant tools.
• Demonstrate schedule flexibility, including weekends, to support business needs.
• Ensure all contacts across all channels meet established quality standards.
• Identify opportunities for process and policy improvements, leading initiatives to enhance service and customer satisfaction.
• Document product issues thoroughly for potential product improvement or development.
• Accurately input required information into customer relationship management (CRM) systems and surveys to maintain data integrity.

Qualifications

• Proven experience in social media engagement and community management.
• Exceptional written communication skills with the ability to compose clear, empathetic, and custom responses.
• Strong understanding of various social media platforms and their best practices.
• Ability to analyze consumer feedback and trends to provide actionable recommendations.
• Demonstrated problem-solving skills and the ability to handle critical customer complaints.
• Experience with monitoring social media KPIs and customer satisfaction metrics.
• Flexibility to work a schedule that may include weekends.
• A proactive mindset with a commitment to continuous learning and staying updated on digital trends.
• 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.

#LI-MG3