Social Media Community Manager

IntelliPro Group Inc.•New York, NY

3d•Hybrid

About The Position

Seeking a contractor to serve as a Digital Beauty Advisor across all social platforms. The training period is 100% remote. This role involves reactively engaging with fans and followers on platforms like TikTok, Facebook, Instagram, and Twitter. The Community Manager will support public channels by providing insights, strategy recommendations, and engagement. They will attend brand and Care trainings, work sessions, and meetings to stay updated on social strategies and best practices, and follow provided social FAQ documents for launches and key social moments. The role requires composing custom responses that clearly address consumer issues, recognizing and recommending new ways to influence consumer purchase decisions, and alerting internal Care and Brand teams to critical customer complaints while assisting with problem-solving. Additionally, the role supports an always-on seeding & gifting program, sources relevant talent for this program, manages outreach and shipping, and develops solutions for challenges within the program. Detailed tracking of personal seeding and gifting results is also required, along with staying up-to-date on new social media platforms, tools, and best practices.

Requirements

Bachelor’s Degree
1-2 years’ social media engagement experience
Customer Service experience desired
Customer obsessed mindset
Knowledge and experience with major social media platforms required
Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team
Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends
Report back to internal team to funnel insights into product / experience / content creation strategy
High level of organization, attention to detail and positive attitude
Interest in beauty, fashion and/or lifestyle brands
Exceptional writing skills
Excellent problem-solving ability
Proficient in Microsoft applications including PowerPoint, Word and Excel

Responsibilities

Reactively engaging with fans and followers in a timely manner (TikTok, Facebook, Instagram, Twitter)
Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed
Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices
Follow Brand and Care provided social FAQ documents for launches and key social moments
Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
Recognizes and recommends new ways to influence consumers in their purchase decision
Alert critical customer complaints to internal Care and Brand teams and assist with problem solving
Support always-on seeding & gifting program based on team goals
Source relevant talent for S&D program, and manage outreach to shipping via Hatteras platform
Come up with solutions for S&D program when challenges arise
Detailed tracking of S&D personal results as part of overall program
Stay up to date on new social media platforms, tools and best practices
Maintain 100% Reply Rate and established Response Time goals across social channels
Maintain consumer satisfaction and sentiment scores as established by the group
Offers schedule flexibility to support the needs of the business which included weekends
Meets established quality standards in all contacts across all channels
Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction
Documents product issues in a way that the information can be used for product improvement or development
Accurately enters required information in the CRM and surveys to ensure data integrity