Community Engagement Specialist

Sunlighten • Leawood, KS

19h • Hybrid

About The Position

Sunlighten is hiring a Community Engagement Specialist for its in-house Marketing team. The role is the day-to-day voice of Sunlighten across review sites, social channels, and its Facebook customer community, and executes referral and advocacy programs. The specialist responds promptly and thoughtfully to customers, identifies feedback patterns, and shares insights with internal teams to help improve customer experiences and ensure communications reflect customer needs. The role calls for warm, organized, quick, and consistent work, with strong written communication and a clear brand voice.

The specialist owns reputation and review-site monitoring, manages the Facebook customer community and inbound social messages, and executes referral email campaigns. The role also identifies and supports brand advocates, sources customer stories and user-generated content, manages rewards and giveaways, and develops a monthly voice-of-customer digest. The position works with Customer Care, Marketing, Lifecycle Marketing, leadership, and Product Development to escalate issues and share sentiment, friction points, and product challenges.

The position follows a hybrid work schedule, with required in-office days on Monday, Tuesday, and Thursday.

Requirements

• At least 2 years of experience in community management or social media, ideally at a direct-to-consumer or considered-purchase brand.
• At least 1 year of experience managing online reviews and reputation using Trustpilot, Google, BBB, or similar platforms.
• At least 1 year of experience supporting referral, advocacy, or loyalty programs.
• Strong written communication and copywriting skills.
• Comfort using social management tools such as Sprout Social or similar tools.
• Ability to summarize feedback data into clear, simple insights.
• Strong attention to detail and time-management skills.

Nice To Haves

• Experience with referral platforms such as Ambassador or similar.
• Experience growing an online community or customer group.
• Experience with customer-support or case-management processes.
• Exposure to advocate sourcing and reward programs.

Responsibilities

• Own reputation strategy across review sites and external communities, including Reddit and Facebook communities, to strengthen sentiment and brand presence.
• Monitor and respond to reviews on Trustpilot, Google, BBB, Reddit, and other review sites.
• Monitor review-request performance and set review-growth goals.
• Escalate product, service, or delivery issues to Customer Care and leadership using the escalation matrix.
• Own the Facebook customer community, including its goals, moderation, posting, engagement, and membership growth.
• Manage inbound direct messages and comments in Sprout Social across Instagram, Facebook, TikTok, Reddit, YouTube, and LinkedIn.
• Scale engagement during seasonal peaks while maintaining response times and brand voice.
• Uphold community guidelines and moderation policy.
• Monitor external communities to strengthen sentiment and brand presence.
• Execute weekly customer and employee referral email sends and support automated referral journeys.
• Monitor referral performance against monthly lead targets and flag gaps or issues to the Lifecycle Marketing Manager.
• Maintain referral tracking accuracy and program documentation.
• Identify and nurture brand advocates and Sunlighten Insiders.
• Source customer stories, testimonials, and user-generated content for marketing use.
• Feed qualified advocates into referral and lifecycle programs.
• Manage the advocate budget for rewards and giveaways.
• Build a monthly voice-of-customer digest with insights for Marketing and cross-functional teams.
• Maintain the Quotes & Testimonials library.
• Scope and own the customer-stories process.
• Share sentiment trends and friction points with Lifecycle Marketing to shape messaging.
• Collect, quantify, and share product challenges with Product Development.
• Work with Customer Care to open and document cases surfaced through social and review channels.

Benefits

• Competitive paid time off policy, paid holidays, and a floating holiday.
• Fully equipped on-site fitness center.
• On-site free lunch program featuring a James Beard Award-winning chef.
• Health insurance with HSA and FSA options, dental insurance, and vision insurance.
• 401(k) with company contributions.
• Profit sharing.
• Life and short-term disability insurance.
• Professional development and tuition reimbursement.
• Associate discounts on saunas, spa products, and day spa services.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed