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Role
Company
Location
Team
responsibilities
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Lead the strategy for customer and fan relationship management for one or more products on the operations side, especially community and social media.
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Manage the execution of social and scalable support operations, including being a public presence as a face of the product, managing internal and external relationships, and helping with copy.
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Use the product(s), develop technical expertise, and be a genuine, credible, and utterly charming ambassador to the product community.
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Identify key trends and insights in user needs using qualitative feedback and communicate those insights to stakeholders, with a focus on improving the holistic customer experience. Be an advocate of product and process changes.
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Lead innovations in social customer care programs to increase efficiency and success, including process improvements, best practice sharing, and measuring and driving social KPIs (Key Performance Indicators) and community health metrics. Collaborate on cross-channel and cross-product strategic initiatives, such as customer journey modeling.
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Competencies
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2 years of experience in customer-facing communications and customer relations (such as community management).
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A strong background in managing communities for brands or organizations.
x
Familiarity with our portfolio.
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Online user-to-user support, community management social media, or marketing communications.
x
Excellent communication skills (written and verbal).
x
x
benefits
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x
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x
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x
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Skills
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