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Social Media/Community Mgr

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Bring your social media talents to the table and join the leading, global coffee retailer HQ'd in Seattle! Our client has an immediate need for a Community Manager Specialist who is excited about the opportunity to be the voice behind the our client's Brand across a variety of social media platforms. The candidate we’re seeking is more than just socially savvy. They’re wise. You’ve spent a great deal of time engaging with social mediums as a consumer as well as have experience managing engagement for consumer brands. And as a result, it’s left you with clear opinions on the role of social media within our culture, as well as the role Brands can and should play in order to drive deeper, more meaningful experiences for their consumer base. We’re interested in what those opinions are.

Ideal candidates will have a demonstrated history of managing communities for consumer Brands, across multiple platforms. Your depth of platform knowledge and your proven ability to drive meaningful engagement with your communities that fueled both growth and positive sentiment will set you apart from the field.

This person will be the voice behind our collective brands through hands-on community management. This requires not only strong communication skills but a passion for driving best-in-class customer experiences that increase customer engagement and/or word of mouth opportunities. This includes highlighting trends, surprise and delighting our customers and quickly escalating important mentions and possible brand reputation topics.

Our team has experienced great success to date based on our collective belief in the ability of the Brand to enhance the connections we have with consumers through thoughtful digital experiences. From a robust social presence, to mobile payment, to a best-in-class loyalty program, we’re consistently at the leading edge. And yet we know we have miles yet to go and we’re always looking for like minds to help us get there. Is that you?

Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
• Engage, spark discussions, surprise and delight customers across social channels
• Maintain a consistent voice across channels aligned with branding and target audience - posts and community engagement.
• Discover trending topics, community needs, and interests of target audience across social media, adjusting content and messaging accordingly.
• Monitor conversations across social media and address important mentions in real-time through engagement, escalations, or documentation.
• Posting to social channels: maintain a consistent voice across channels aligned with branding and target audience
• Generate insight into community performance and provide recommendations for improvement
• Provide input for assigned channels and categories to social media reporting.

Summary of Experience
• Familiarity with social media and online engagement tools (e.g. Crimson Hexagon, Hootsuite, etc..). Ability to understand success as measured by social channel analytics.
• A driving passion for social media, building community, interacting with consumer audiences.
• Strong verbal and written communication skills. Able to produce quality engagements across channels meeting brand voice guidelines, unique to each social channel.
• Organizational, time and self-management skills. Maturity. Professionalism.
• Understanding of the basic mechanisms of paid media in social channels.
• Motivated, energetic self-starter with problem solving skills
• Familiarity with major social media platforms. Awareness and thoughtful communication of trends and behaviors in social channels.
• Social media savvy and community manager experience
• Experience working in a fast-paced professional environment
• Bachelor’s degree preferred

Basic Qualifications
Basic Qualifications are objective, non-comparative, and relevant requirements essential to performing a role anywhere in the company. Examples include minimum educational requirement or specific degrees, certifications, minimum number of years of experience in a similar role with similar scope or level of responsibility, experience with core technology tools or platforms such as Microsoft Office, equivalent military experience, etc. A process guide for determining Basic Qualifications is available on the Job Description SharePoint site.

Required Knowledge, Skills and Abilities
• 1 to 3 years professional community management experience
• Tech savvy, knowledge of social platforms and capabilities. Strong understanding of social media including Twitter, Facebook, Instagram and others.
• Passion for and experience in Community management
• Detail oriented with strong time management skills
• Strong, thoughtful communication - ability to naturally participate with communities
• Ability to communicate professionally, clearly, and concisely, both verbally and in writing
• Energized by working in a fast paced organization
• Use good judgement, level-headed attitude
• Dedicated and adaptable
• Social media listening
• Ability to handle multiple tasks and demands
• Ability to easily adapt to constant change and prioritize work
• Ability to work both independently and as part of a team
• Ability to manage and maintain confidential and sensitive information effectively

Core Competencies
Customer Focus
- Delivers World Class Customer Service that meets and exceeds all customers' expectations. Has a relentless focus on the customer.
Ethics and Integrity
- Adheres to client's values, beliefs, and principles during good and bad times.
- Remains calm, maintains perspective and responds in a professional manner when faced with tough situations
Personal Learning
- Takes personal responsibility for the continuous learning of new knowledge, skills and experiences. Is proactive to develop skills with little direction.
Dealing with Ambiguity
- Able to successfully function during times of uncertainty and changing priorities
- Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment Interpersonal Savvy
- Builds effective relationships with all people; up, down and sideways, inside and outside of work
Results Oriented
- Gets results and achieves goals

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