US Community & Retail Specialist

Oner Active•Miami, FL

1d•Hybrid

About The Position

We are looking for a passionate, customer-focused US Community & Retail Specialist to help grow and nurture our US community while supporting the launch and ongoing success of our retail experience. This role sits at the heart of our Community Management team, acting as the bridge between our online community and retail operations. You'll engage directly with customers across our social channels, helping to build positive brand sentiment, strengthen customer relationships and ensure every interaction reflects the Oner Active brand. Working closely with the Community Management Lead in the UK, you'll play an important role in shaping the US community, gathering customer insight and supporting the evolution of our community strategy as we continue to grow.

Requirements

Experience in Community Management, Customer Experience or Social Media within a customer-focused environment.
Excellent written communication skills with the ability to adapt tone whilst maintaining brand consistency.
Strong understanding of social media platforms, online communities and emerging digital trends.
Highly organised with the ability to prioritise multiple conversations in a fast-paced environment.
Confident managing sensitive customer situations and knowing when to escalate issues appropriately.
Strong relationship-building skills with the ability to collaborate across multiple departments.
Passion for delivering exceptional customer experiences and building engaged online communities.
A genuine interest in health, fitness and the activewear industry, with a desire to continually build product knowledge.

Responsibilities

Manage and grow the US community across social media channels, ensuring engagement aligns with the global community strategy.
Deliver exceptional community engagement through authentic, personalised conversations that strengthen customer loyalty and brand advocacy.
Act as the first point of contact for public community enquiries, providing accurate product guidance and escalating complex customer issues to the Customer Experience team where appropriate.
Support the US retail experience by responding to store-related enquiries, launches, events and community activity during store opening hours.
Monitor community conversations, emerging trends and customer sentiment, proactively identifying opportunities and escalating potential risks where needed.
Share regular insight and reporting on customer feedback, product sentiment and community trends with the Community Management Lead to help shape future community and brand initiatives.
Work closely with Retail, Customer Experience, Partnerships and Marketing teams to ensure a consistent customer experience across digital and physical touchpoints.
Attend regular product training sessions to become a trusted source of product knowledge, confidently educating customers on fit, fabrics and product collections.
Support local community activations, retail events and campaigns that help grow the Oner Active brand within key US markets.
Help maintain a positive and engaging community environment by encouraging meaningful conversations and recognising opportunities to celebrate our customers.