Community Manager/Specialist - Zales & Banter

About the Role

Key Responsibilities

• Manage incoming comments across organic and paid content, troubleshooting customer complaints in a timely manner and building on positive engagement to foster brand love.
• Act as social liaison to cross functional teams to share social recaps, platform best practices, and trends, and collaborate with agency teams to bring marketing strategies to life across social channels.
• Proactively identify and nurture relationships with key social personalities including content creators, influencers, and brand lovers.
• Identify and participate in relevant social conversations including trending topics and cultural moments, providing insights and recommendations to the marketing team.
• Set up reporting cadence, measurable goals, and tracking systems within customer experience platforms to monitor KPIs and establish ways of working with cross functional teams.
• Stay informed on the brand's social reputation, flag spikes to internal stakeholders for timely action.
• Act as the single brand voice across social touchpoints by writing copy for owned brand platforms that aligns with brand positioning and tone.
• Collaborate with the Influencer manager to track ongoing influencer strategy and engagement timelines.
• Perform competitive analysis and benchmark reporting to track brand performance against industry standards and competitors.

Requirements

• 1-3 years of relevant social media brand management experience.
• Passionate about customer care with a desire to solve issues at hand.
• Deep understanding of the ever-changing social media landscape.
• Excellent grammar and social copywriting skills.
• Team collaborator with ability to operate independently and strong consumer-first mindset.
• Experience in reporting on social metrics and interpreting data to tell a story.
• Creative thinker who can bring a brand voice to life across consumer-facing touchpoints.
• Experience with Sprinklr or similar customer experience platform.

Nice to Have

• Retail marketing experience.
• Client side social or customer care experience.
• Experience leading community management and creating compelling social media copy.
• Bachelor's degree preferred, not required.
• Experience with the Microsoft Suite and ability to quickly learn and adopt new tools.

Benefits & Perks

• Premium Healthcare Coverage - Comprehensive medical, dental, and vision plans.
• 401(k) with Company Match - Generous retirement savings plan with company matching after one year.
• Generous Time Off - Robust PTO package and company holidays.
• Diversity, Equity & Inclusion Programs - Culture that celebrates diverse perspectives and fosters belonging.
• Career Growth & Development - Leadership opportunities, mentorship, and continuous learning.
• Exclusive Perks - Wellness programs, employee discounts, and more.