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Community Engagement Specialist

2 months ago

Bentonville, Arkansas, United States Walmart Full time
Job Summary

We are seeking a highly skilled Program Management Professional to join our team at Walmart. This role will focus on managing our research panel community, which is comprised of dedicated Walmart shoppers. The ideal candidate will have a strong background in community management, operations management, or a related field, and will be able to establish robust relationships across multiple teams and individuals.

Key Responsibilities
  • Community Metrics Management
    • Monitor, analyze, and report on crucial community metrics that track the growth, engagement, and data quality within our shopper research panel community.
    • Implement strategies to enhance these metrics and deliver monthly executive reports to cross-functional teams.
  • Drive Community Engagement
    • Implement community engagement initiatives such as gamification, sweepstakes, polls, and blogs to encourage active participation within the research panel community.
    • Help design and manage micro-surveys, ensuring project completion, and extracting and analyzing response data for insights.
  • Support Spark Topics
    • Collaborate with the Data Science team to extract raw customer ticket data, aiding in model retraining and classification.
  • Manage Community Communication
    • Oversee the deployment of community notifications and invites; maintain up-to-date FAQs and terms of use to ensure clear and transparent communication within the research panel community.
  • Customer Care & Support
    • Review, escalate, and respond to customer care tickets promptly and professionally.
    • Design a formalized support/care process to address issues with extended resolution times or poor customer experiences.
    • Keep track of discretionary spend related to customer care and ad hoc studies.
Requirements
  • Bachelor's degree in Business, Marketing, or related field and 2 years' experience in community management, operations management, or related area OR 4 years' experience in community management, operations management, or related area.
  • Experience working in large cross-functional teams and complex projects and programs.
Preferred Qualifications
  • Experience in community engagement, customer support, process improvement, or data analytics.
  • Experience using the following tools: Airtable and Jira.
About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world.