Fonction professionnelle: Others

Type de poste: Permanent

Type de contrat: Full - Time

Site: New York, NY

Pays: United States

Manager, Community Management

Key Responsibilities:

The role of the Community manager is to act as the bridge between a brand and the community it is aiming to create (i.e. a loyal audience or group of core consumers connected by a similar interest). They will be the brand's ambassador, engaging with potential customers and building long-lasting relationships and high-satisfaction with existing ones.

 

AFTERCARE

  • Consumer Care Center management for warranty and escalations
  • Manage quality support & reviews

 

ADVOCACY

  • Identifying and engaging ‘Tribes’.
    • Cultivate relationships and create key strategies within these communities through focus groups, events and other activities.
  • Manage Passion panels and brand summits.
  • Plan, manage and execute events, develop curriculum and follow up activities
  • Work directly with sister brands to create larger more impactful opportunities
  • Develop and implement a seamless interaction process between internal team member review management and CCC management
  • Develop and implement an escalation and consumer feedback process with Quality Assurance, DMI and US
  • Reach out to advocates with personal communication
  • Interact publicly with advocates posting 4 and 5 star reviews across all sales channels
  • Interact with disappointed consumers across all sales channels and escalate to the CCC to drive resolutions within a 48 hour window
  • Manage and own the online community strategy, with a focus on reviews including interactions with community forums
  • Professional tradeshow and advisory board project management
    • Be the main liaison with the tradeshow personnel, ensure all meetings needs are accounted for
  • Support with KOL activations as necessary
  • Be flexible and ready to jump in and lead or support new activations and ideas in this fast paced function
  • Create and manage monthly advocacy report tracking ROI, opportunities and strategies
  • Key Opinion Leader Support
  • Advocacy pilots and new activations
  • Work cross-functionally with other departments to ensure brand advocacy is integrated

TRAINING

  • Support the creation and deployment of education programs/tools based on business needs for the Retail, Professional and After-Sales channel.
    • Customize power point training decks to specific audience needs/ rules- brand focus days, train the trainer, lunch and learns, etc.
    • Support in education video content development and executional support
  • Assist with other education materials to support the field team- 1 pagers, brochures, etc.
  • Build relationships with industry experts in partnership with the Brand
  • Assist with managing and educating remote aftercare teams needs and facilitating questions
  • Create product how-tos, trouble shooting, FAQs
  • Work with DMI to gain the troubleshooting support needed for consumer and continuously improve for fixes and best practices

 

SOCIAL MEDIA

  • Create, manage, and oversee social media campaigns/strategies for the US
  • Create and manage social media calendar to support overall brand marketing objectives
  • Create all copy, including post captions
  • Curate look and feel of social content to align with social strategy
  • Build audiences with innovative and dynamic social storytelling
  •  Manage all social platforms including, but not limited to, Instagram, Facebook, & Twitter

OTHER

  • Responsible for A&P processing
  • Vendor management of 24/7 and PFS
  • Social Media management
  • Tribe management

 Requirements:

  • 6+ years beauty industry experience- retail or professional channel
  • 6+ years project management experience, event planning experience a plus
  • 2-4 years content writing experience
  • BA in Business, Public Relations, Marketing or Communications preferred
  • Strategic and creative mindset
  • Extremely proficient in all social media and community platforms as well as Microsoft Office (PowerPoint, Excel, Word)
  • Excellent verbal and written communication skills
  • Meticulous attention to detail, resourceful, with a can-do attitude
  • Extremely collaborative team player who thrives within a dynamic, fast-growing company
  • Ability to offer qualitative and quantitative rationale for ROI

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

 



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email USApplicationAccommodation@support.lorealusa.com. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

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