Community Engagement Manager

2 weeks ago

Los Angeles, California, United States Guayaki Yerba Mate Full time
Community Engagement Manager

As the Community Engagement Manager, you will play a pivotal role in fostering connections within the Guayakí community. Your primary responsibility will be to cultivate relationships through various communication platforms, ensuring a favorable brand experience for our audience. This involves engaging with consumers, addressing their inquiries, and interacting with brand advocates. Your objective will be to facilitate positive experiences with every customer interaction. You will utilize your expertise in social media, technology, and communication to strengthen ties within the Guayakí community. This includes overseeing our social media presence, customer engagement platforms, and the Guayakí website with a focus on community involvement. Furthermore, you will establish trusted partnerships to enhance brand experience and customer satisfaction. The role requires managing the brand's digital community across social media channels and addressing customer relations through various communication methods.

This position is a hybrid role, requiring presence in our office 2-3 times per week.

Key Responsibilities:

Social Media Management

  • Enhance brand visibility through social media channels
  • Engage with customer comments, messages, and mentions
  • Monitor community trends and provide valuable insights
  • Identify and connect with influential individuals and brands
  • Ensure communication aligns with brand values
  • Maintain a social media response guide
  • Generate monthly reports on customer interactions
  • Track social media mentions and respond appropriately
  • Educate the online audience about the brand
  • Identify partnership opportunities and escalate to relevant teams

Customer Relations Management

  • Lead a team to manage customer calls, emails, and inquiries
  • Coordinate communication with internal departments
  • Ensure prompt responses to distribution-related inquiries
  • Document customer interactions for future reference
  • Collaborate with other teams to resolve customer issues
  • Identify and mitigate potential crises
  • Log and address product complaints according to established procedures
  • Recommend process enhancements for efficiency
  • Provide monthly reports on community engagement activities

Technical Proficiency

  • Optimize existing technology tools and onboard new solutions
  • Explore automation opportunities through innovative technologies

Requirements:

Experience

  • Minimum 5-7 years in digital customer service
  • Bachelor's degree in Marketing, Business, or a related field
  • Strong problem-solving skills with a customer-focused approach
  • Proficiency in digital tools and social media platforms
  • Willingness to work weekends and holidays
  • Experience in the CPG industry & F&B preferred
  • Data analytics skills

Skills & Abilities

  • Exceptional communication skills
  • Ability to collaborate across teams
  • Adaptable and flexible to change
  • Strong organizational and prioritization skills
  • Project management capabilities
  • Aptitude for thriving in fast-paced environments

Compensation & Company Culture:

The salary range for this position is competitive, based on relevant experience and skills. In addition to financial compensation, we offer a comprehensive benefits package that includes medical, dental, and vision plans, along with opportunities for career growth within the company. At Guayakí Yerba Mate, we are committed to creating a diverse and inclusive workplace where teamwork and collaboration are valued. Our company culture is rooted in the belief that business can be a force for positive change, and we invite individuals who share this vision to join our team.

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