Community Management Specialist

Summary

Join Golden Hippo as a Community Management Specialist and enhance the social media community presence for our health & wellness brands. Collaborate with cross-functional teams, including Customer Care, Social Media, and Marketing, to manage comments and direct messages across various platforms. Ensure brand compliance in all communications and actively engage with customers to foster a positive community. Develop strategies to drive sales growth and customer retention, while analyzing data and reporting key performance indicators. Work closely with the QA team to maintain performance standards and implement improvements. This remote position, based in Woodland Hills, CA, offers a competitive salary and excellent benefits.

Requirements

• Strong desire to learn and grow, not afraid to ask questions
• Highly motivated, proactive, and organized
• Strong communication skills
• Able to problem solve and provide solutions & recommendations for issues that arise
• Excellent interpersonal skills to ensure successful interactions, strong working relationships, and the ability to interface with varied levels of management, peers, and partners across varying teams
• Demonstrated ability to work effectively in a fast-paced environment
• Bachelor’s Degree
• 2 years of social media community management
• Familiar with using Brandwatch, Hootsuite or SproutSocial
• Proficient in GSuite (Google Docs, Sheets, etc.)
• Strong reading and writing skills

Responsibilities

• Collaborate with Golden Customer Care on community management efforts between the Customer Care & Social Media teams - including all organic social media comments & direct messages, and all paid ad comment management
• Communicate and work cross-functionally with all business units including Social Media, Product Development, Legal, Copywriting, Brand Development and Marketing to create brand-compliant macros and messaging in anticipation of high volume and time-sensitive comments
• Actively ensure a positive and engaged community within Golden Hippo’s brands by engaging with customers and fans on social media
• Effectively communicate with Golden Customer Care to ensure all performance metrics are being met, and work closely with the Manager, Customer Care to address any improvements or innovations that could be implemented
• Develop and implement strategies to drive sales growth and enhance customer retention
• Actively report and measure response rates, volume and comments across community management- sharing with stakeholders as needed
• Analyze data and metrics to identify areas of opportunities for the brands, along with recommendations for implementation, including Social Listening
• Actively communicate with the Marketing team and update social media business assets in the community management platform, including ensuring ad accounts and pages are properly connected
• Work closely with the QA team to ensure set performance standards are being met by the social media Customer Experience agents, supporting the development and implementation of QA processes, reporting, and communications

Preferred Qualifications

Experience with D2C brands in the health, beauty, or pet

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $6.1 million to date
• We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being
• Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career
• Tuition reimbursement program , which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development
• Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs
• Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs , where your hard work is not only valued but also acknowledged and rewarded
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees
• For those coming into our Woodland Hills, CA office, you’ll find a fully stocked kitchen and a free on-site gym
• Virtual and in-person company events , like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance