Community Manager
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About The Position
As CAVA's first in-house Community Manager, you will be the voice of our brand across various social media platforms, both current and emerging. This role is pivotal in cultivating awareness and love for the CAVA brand while establishing the trajectory and processes for community management moving forward. You will handle both inbound and outbound community management, contributing to the growth of our social media presence. Reporting directly to the Director of Social, you will serve as the first touchpoint for many of our biggest fans online, responsible for fostering a thriving online community, engaging with our audience, and building brand loyalty. Additionally, you will facilitate customer experience-related questions and concerns across teams. Your responsibilities will include developing and implementing a community management strategy that aligns with our marketing goals, ensuring efficiency, creativity, and a focus on guest experience. You will maintain a consistent brand voice across various platforms, including Instagram, TikTok, Facebook, Twitter, and LinkedIn. Managing digital communities will require you to respond to comments, messages, and inquiries promptly and professionally, fostering positive relationships with guests. You will proactively identify and address customer concerns, escalating issues to the customer service team as necessary, and problem-solve common complaints while flagging trends to key stakeholders. In this role, you will also analyze community engagement metrics and stay updated with social listening and monitoring, providing user-generated content and reporting on a weekly, monthly, seasonal, and ad hoc basis. Collaboration with social media, Brand/Category, Creative, and PR Teams will be essential to understand CAVA's holistic marketing strategy, bringing the brand to life in innovative ways through tactical feedback and insights. You will develop and refine copy that leads to optimal guest engagement, tailoring FAQ responses and social media community playbooks as needed.
