Community Manager - Cosmetics And Fragrances

Description:

Responsibilities

• Community Engagement: actively engaging with our online community, including customers, fans, and followers, across various social media platforms, forums, and other online communities. This is important to foster a sense of connection, build relationships, and encourage interactions with our brands and products.
• Building Relationship: focuses on building strong relationships and rapport with customers and brand advocates by cultivating a positive and responsive online presence and establish trust and loyalty among community members. This involves respond to inquiries, comments, and feedback, addressing concerns and providing support.
• Customer Support and Supervision: providing customer support within the online community and supervises the customer service team. provide guidance, support, and training to team members, ensuring consistent and high-quality customer service across all channels to ensure address customer inquiries, troubleshoot issues, and provide timely and helpful responses. This involve set performance goals, monitor team metrics, and provide regular feedback and coaching to optimize team performance.
• Content Creation and Curation: creates and curates engaging and relevant content to share with the online community. This includes writing blog posts, articles, or social media updates that provide valuable information, beauty tips, product highlights, and industry insights related to cosmetics and fragrance. also leverage user-generated content to showcase customer experiences and encourage community participation.
• Community Advocacy: acts as a brand advocate, promoting our products, values, and mission within the online community. champion the brand's unique selling points, communicate its value proposition, and highlight customer success stories. actively participate in discussions, providing knowledgeable and helpful contributions to establish the company's authority and credibility.
• Feedback and Insights: collects and analyzes feedback from community members, extracting valuable insights about customer preferences, needs, and pain points. act as the voice of the customer, sharing feedback with relevant internal teams to drive product improvements, identify trends, and shape marketing and business strategies.
• Community Growth and Advocacy Programs: develops strategies to grow the online community and increase its reach and engagement. They may create referral programs, loyalty programs, or ambassador programs to encourage community members to become brand advocates and influencers. also collaborate with marketing and sales teams to leverage community partnerships and collaborations for promotional activities.
• Crisis Management: In the event of a crisis or negative sentiment within the online community, the Community Manager plays a critical role in managing and mitigating the situation. address concerns, provide transparent communication, and work to resolve issues to maintain a positive brand reputation.

Qualifications

• Bachelor’s degree, with a minimum of 5 to 10 years community Management hands on experience, in addition of online and offline customer service in ecommerce business.