Senior Social And Community Specialist

Summary

Join Evolve, a company dedicated to simplifying vacation rentals, as a Senior Social and Community Specialist. You will be the primary online voice for Evolve, engaging with customers on various social media platforms and review sites. This role requires strong customer service, analytical, and conflict-mediation skills. You will analyze community data, create strategies to improve customer experience, and collaborate with various teams. The ideal candidate possesses extensive experience in social listening, community management, and data analysis. Evolve offers a competitive salary, comprehensive benefits, and opportunities for professional growth.

Requirements

• 4+ years of professional experience in social listening, community management, and/or a customer service-related role
• Advanced community management skills and up-to-date understanding and knowledge of best practices, including customer service, conflict mediation, and data analysis
• Proficiency in community management tools like Agorapulse, Sprinklr, Brandwatch, Khoros, Sprout Social, and Zoho Social
• Strong ability to adapt and implement Evolve's brand voice in all customer interactions
• Strong understanding of algorithms associated with mainstream and up-and-coming social media channels, community platforms, and pop culture trends
• Organized and detail-oriented with effective communication and time management skills
• Ability to work on multiple efforts simultaneously, shifting gears and re-prioritizing as needed in a constantly changing environment
• Ability to work on both the creative and analytical side of marketing
• Availability outside of standard business hours, including weekends, as needed
• Strong project leadership and administrative skills
• Expertise in using social analytics platforms and tools
• Exceptional interpersonal skills and ability to operate in a matrix environment
• Ability to operate with both urgency and precision in execution
• Strategic and creative thinker with superior problem-solving skills
• Self-motivated self-starter with proven capacity to take ownership and work independently
• Analytical ability is required to derive impactful insights from extremely complex data
• Specialized skills in visualizing data patterns and tailoring reports for diverse executive stakeholders
• Savvy organizational influencers can drive the adoption of social insights across a decentralized organization
• Values-based leadership presence that authentically models courage, excellence, equity, and joy
• Maturity and professional discretion are required to handle confidential information

Responsibilities

• Be the voice of Evolve online, building relationships, enhancing brand reputation, and driving advocacy with our community of owners, guests, and service providers
• Proactively and reactively connect with prospective and active customers to answer questions, provide educational resources, and support business goals (i.e. NPS, CSAT, MQL, CPL, churn volume, etc)
• Act as an SME (Subject Matter Expert) in partnership with our customer experience teams, working cross-functionally to provide support promptly while identifying opportunities to reduce costs to serve
• Protect Evolve's brand online by identifying high-risk situations, notifying and collaborating with the appropriate stakeholders to mediate and achieve swift resolution
• Consistently analyze and distribute community data to identify opportunities to improve the customer experience, leveraging community management expertise to proactively make recommendations to identified stakeholders
• Lead the management and growth of our online business profiles and app store page(s), proposing strategies to increase scores and generate positive reviews
• Source and share user-generated content (UGC), testimonials, and customer stories with the wider marketing team to support content development and strategy
• Own publication process of organic social content and conduct performance analysis, providing strategic recommendations to drive higher impact that aligns with business goals
• Research and identify potential opportunities to expand community platforms, provide marketing leadership with insights and anticipated impact
• Collaborate with the Public Relations team to identify and escalate potential brand crises or negative PR situations by monitoring online conversations, flagging potentially damaging content, and providing support during crisis management
• Collaborate closely with marketing, public relations, owner guest services, and product development teams to share insights and collaborate on strategies
• Analyze the target audience's demographics, interests, and behaviors based on their social media activity

Preferred Qualifications

Hospitality/travel industry experience

Benefits

• Industry-competitive pay
• Equity in the company
• A 401(k) with a 4% immediate vesting match
• 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents
• Infertility coverage
• Comprehensive medical, dental, and vision plans (100% employer-paid for individual enrollment)
• 10 free mental health visits
• Pet insurance
• Generous PTO
• RTO (for full-time exempt employees)
• Sick leave
• Holidays
• A personal holiday to celebrate what matters most to you
• Annual Evolve travel credit after one year
• Discounts on stays at all Evolve properties
• World-class onboarding programs, learning, and development resources to help you grow your impact
• Employee Resource Groups celebrating our diverse communities at Evolve