Community Operations Manager

4 weeks ago

McKinney, United States Segway Full time

Segway is looking for a people-oriented and seasoned Community Manager. This role will report to the Customer Care and Service Manager and work closely with the Marketing and After Sales team. The primary function of this role is to be Segway’s external communication lead - manage and engage with all social media channel comments and direct messages and relay/assign tasks to appropriate departments. This role will also serve as a brand champion, ensuring the brand’s voice and vision is executed properly in all our external communications.

About the Role:

The ideal candidate will have a cheerful disposition, contagious personality, strong communication skills, and present a polished, professional image. This candidate should be a people-oriented, welcoming, and friendly person, with a strong bent toward customer service, marketing, and networking.

The candidate is the type of person who will think proactively by providing extra-mile support for clients in advance of their needs; someone who enjoys connecting people; a person who loves to plan and throw a party; someone who discerns needs; and someone who enjoys making people feel welcomed and appreciated. Must be able to learn a variety of systems to assist clients and ensure a smoothly operated center.

Responsibilities

  • Provide extraordinary customer service and assistance in a public-facing arena
  • Supplying timely information and helpful assistance to customers
  • Respond to comments and customer queries in a timely manner
  • Monitor and report on feedback and online reviews
  • Organize and participate in events to build community and boost brand awareness
  • Coordinate with Marketing, PR and Communications teams to ensure brand consistency
  • Liaise with After Sales department to provide aligned 360 customer care.
  • Liaise with Sales, GTM, and Product teams to stay updated on new products and retailers’ return/warranty policies
  • Build relationships with customers, potential customers, industry professionals and journalists
  • Stay up-to-date with digital technology trends
  • Develop, Maintain and revise as necessary a clear SOP or roadmap for the evolving social media landscape.

Requirements – To qualify you must:

  • Have min. 3 years of relevant experience (community managing, customer service)
  • Understand the fundamentals of Micromobility devices and apps
  • Able to “read” vague or ambiguous questions or comments from customers and reply accordingly
  • Able to diffuse escalated situations or know when to escalate them to a supervisor
  • Exceptional organizational and multitasking skills
  • Self-starter and team player
  • Proven work experience as a community manager
  • Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)
  • Ability to identify and track relevant community metrics (e.g. sentiment reporting, social listening)
  • Excellent verbal communication skills
  • Excellent writing skills
  • Hands on experience with social media management for brands
  • Ability to interpret website traffic and online customer engagement metrics
  • Knowledge of online marketing and marketing channels
  • Attention to detail and ability to multitask
  • BS degree in Marketing or relevant field

Preferred Qualifications – a plus but not required

  • Experience working with global companies
  • Fluent in Spanish, Mandarin, and/or French
  • Background in micromobility, EV, e-bikes
  • Familiarity with Sprouts Social, Bazaarvoice and Yotpo

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