Community & VoC Specialist

Winnebago Industries Inc•Nappanee, IN

About The Position

Responsible for the day-to-day oversight and management of customer care and social media channels, while identifying opportunities to enhance, optimize, and act on Customer Feedback to ensure a seamless and on-brand experience for Newmar prospects, owners, dealers, and suppliers.

Requirements

College degree in a related field required.
Two or more years of experience creating, implementing, and managing social media and community channels.
Two or more years of experience in customer care.
Experience with Customer Experience design and management, including the activation of VOC channels

Nice To Haves

Experience writing to public and professional audiences, across multiple communications channels preferred.
Experience working in Sprout Social, Salesforce, CX Tools like Qualtrics or Medallia, MS Office, Adobe Office Suite. Adobe DAM, Adobe AEM, and other social analytics tools preferred.
HTML email scripting and tagging experience preferred.
Experience in CRM customer database management and audience segmentation preferred.
Experience in creation and activation of automated social media campaigns.

Responsibilities

Act in response to VOC (Voice of the Customer) direct feedback across multiple touchpoints by following up and growing engagement with loyal customers and providing a path to recovery when appropriate
Be a thought leader regarding optimization of the VOC program, leveraging insights from various types of feedback (direct, indirect, and inferred) to influence the design of experiences
Act as the Product Owner, configuring, identifying opportunities for enhancements or maintenance on the Social Media Management tool, and coordinating the implementation of those changes with the Vendor, the IT department with subsequent training of users
Manage and optimize the queues to direct customer contacts on social media to the corresponding Customer Care Specialist, while identifying and redirecting the interactions missed by the configured queues. Respond to customer contacts outside of the scope of the pre-identified Customer Care Specialists.
Ensure that agreed-upon service levels are achieved for seamless consumer support across Parts, Service, Customer Service, Sales, and others. Manage the receipt and response to Customer Contacts through web channels, including HubSpot, while collecting input or providing feedback to cross-functional partners, including Engineering, Sales, Marketing, Service, Parts, etc.
Lead social listening, tagging, deep dives, and tagging and reporting to garner insights on customer service, product quality, product launch, social media performance, and deliver monthly reports to Sales, Service, Product Development, and Brand to inform future go-to-market strategies
Lead the publication and monitoring of social content on behalf of Newmar brand as it pertains to community channels, which include but are not limited to: Newmar brand accounts on: X, Facebook, Instagram, LinkedIn, TikTok, and YouTube. Newmar Owners Groups on Facebook, Newmar Kountry Klub Group on Facebook, Newmar Communities on IRV2
Leads the creation, execution, administration, and performance reporting of social media campaigns
Create and maintain community response matrices for groups noted above
Performs other duties as assigned by the VP of Customer Experience, Director, Brand Marketing, VP Marketing & Strategy, or an Executive Team member.