Guayaki Yerba Mate
Community Marketing Manager
Guayaki Yerba Mate, Los Angeles, California, United States, 90079
As the Manager of Community
Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.You engage and cultivate relationships with all facets of the Guayakí community. By managing owned channels, you serve as a frontline communication hub ensuring the optimal brand experience. This may include engaging in consumer praise, answering questions, directing concerns, and engaging with brand fans. This role provides an opportunity for every customer interaction to serve as a moment for a positive brand interaction. In this role, you will use your social, technology, and communications knowledge base to engage with the Guayakî community. This includes the management and support of our ecosystem of social media channels, customer relation platforms, and the Guayakí website - with the community at the epicenter. You will form trusted relationships to ensure the optimal brand experience and consumer satisfaction. To summarize, this role is two-fold, overseeing different consumer platforms including:
Managing the brand's digital community on owned social media channels
Customer Relations via website, phone center, and email
This is a hybrid position, and this person will be expected to be in our Venice Beach office at least 2-3 times a week.
How you'll help:
Social Media
Drive earned media reach taking the brand into conversations, spaces, and trends.
Monitor and respond to incoming comments, messages, and mentions (including praise, inquiries, questions) on all owned brand channels.
Track community management trends and provide strategic recommendations.
Seek, cultivate, and track marketing opportunities with credible people and brands of influence on social media.
Communicate with customers and community members in alignment with brand integrity, values, and tone.
Maintain a social media response handbook with the Social Media Director.
Provide monthly reports illustrating trends, frequently asked questions, and inquiries.
Track brand mentions on social media and respond appropriately; escalate issues and concerns.
Educate and inspire Guayakí's online audience about the brand and products.
Track interactions with influential people and measure ROI.
Escalate key partner opportunities to the Partnership team.
Customer Relations
Manage the Customer Relations team (5-10 part-time reports) to:
Answer and respond to all incoming customer calls, emails, and online website inquiries
Manage aspects of the Ambassador community (social, onboarding, and product)
Serve as communication air traffic control in routing to the appropriate team(s) as necessary
Ensure distribution-related inquiries are relayed to the responsible team in a timely manner
Communicate effectively to ensure the team responds in high quality and a timely manner
Maintain a sense of urgency, ownership of resolution, as well as a positive and professional attitude
Develop a process to document all contacts, actions, and responses in the customer database, ensuring clear communication to the appropriate department
Work collaboratively with other departments to manage and resolve customer issues
Serve as the first line of defense in identifying and promptly circulating any potential crisis
Ensure that all product complaints are quickly logged and resolved using Quality SOP
Maintain a proficient working knowledge of the company's business systems, tools, and resources
Continuously identify and suggest efficiencies for process improvement
Distribute a monthly report summarizing social + consumer community activity to the manager and department heads. Use insights as a launchpad for future recommendations/efficiencies
Tech, Tools, and Process
Optimize our existing tech stack + onboard new tech tools to further develop efficient systems and processes across the team
Find ways to test and learn using AI to automate to drive efficiencies across the ecosystem of customer touchpoints
What you'll bring to the table:
Experience
5-7 years minimum experience in digital customer service with the ability to practice patience and compassion in the face of challenging customer inquiries
Bachelor's degree in Marketing, Business, or a related field
Proven desire and ability to be customer forward coupled with strong problem-solving skills
Experience and proficiency working with iOS applications, Microsoft applications, Smartsheet, Dropbox, Trello, Google documents, and all current social media channels
Ability to work on weekends and holidays as needed
CPG industry & F&B experience preferred
Proficient in data analytics
Knowledge, Skills & Abilities
Excellent verbal and written communication
Ability to excel in cross-functional collaboration + build relationships
Willingness to be versatile and flexible
Excellent organizational skills and the ability to prioritize are essential to this position, including the ability to manage multiple social media inboxes and produce effective reports of communications
Project management skills
Ability to thrive in a fast-paced and evolving environment
What we offer:
The pay range for this role is an estimate based on a wide range of compensation factors; actual pay offered may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations. Sales commissions and/or variable pay plans are also offered depending on the position (ex: monthly, quarterly, annual bonuses). Additionally, we offer a competitive benefits package including top-tier benefits, comprehensive medical, dental, and vision plans, employee life and disability, mental health benefits, paid medical leave, paid company holidays, and paid time off, as well as opportunities for career growth and advancement within our team!
Salary Range
$135,000 - $145,000 USD
At Guayakí Yerba Mate, we're more than just a beverage company: we believe yerba mate culture allows us to "COME TO LIFE" together and is an invitation to personal, social, ecological, and cultural regeneration. Market Driven Regeneration is Guayakí Yerba Mate's business model that aspires to create a net positive impact in the world throughout our operations and supply web. It influences the ingredients we source and products we make, distribute, and sell in order to have a positive impact on people and the planet throughout our business.
As our team expands, we are looking for people to join us who are committed to this aspiration and believe a better world is possible. Our company culture is driven by collaboration, support, and teamwork which allows us to grow together. We believe that learning from different perspectives and seeking shared solutions together is an opportunity to grow both individually and as an organization. As an international company rooted in yerba mate native to South America, our people come from different cultures and backgrounds that are welcomed and valued. We question the status quo and seek innovative solutions to help drive the global regenerative business movement. We invite individuals to join our team who embrace work as a collective and aspire to using business as a force for good.
More about who we are:
Yerba mate. We love it, we drink it, but what, exactly, is it? Guayakí Yerba Mate started in 1996 as a passion, guided by a purpose and transformed into a brand with the goal of bringing yerba mate to more people. Known to provide a smooth energy boost and improved focus, yerba mate comes from the naturally caffeinated leaves of a species of holly tree found deep in the Atlantic Rainforest of South America and naturally contains a combination of caffeine (also found in coffee), theobromine (also found in chocolate) and polyphenols (also found in green tea) offering a unique beverage experience.
Guayakí Yerba Mate offers a variety of options to meet energy and refreshment needs through a robust portfolio of ready-to-drink beverages and traditional loose-leaf products. Brewed with yerba mate and infused with real fruit juices and herbs, Guayakí Yerba Mate is proudly sourced with regenerative, organic, and fair-trade certified ingredients.
To learn more about our impact, check out our Impact Report at: impactreport.guayaki.com
Guayakí Yerba Mate is an equal-opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will be treated with respect and receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, genetic information, sexual orientation, national origin, disability, uniform service, Veteran status, age, or any other protected characteristic per federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws, including the CA Fair Chance Initiative for Hiring Ordinance.
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Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.You engage and cultivate relationships with all facets of the Guayakí community. By managing owned channels, you serve as a frontline communication hub ensuring the optimal brand experience. This may include engaging in consumer praise, answering questions, directing concerns, and engaging with brand fans. This role provides an opportunity for every customer interaction to serve as a moment for a positive brand interaction. In this role, you will use your social, technology, and communications knowledge base to engage with the Guayakî community. This includes the management and support of our ecosystem of social media channels, customer relation platforms, and the Guayakí website - with the community at the epicenter. You will form trusted relationships to ensure the optimal brand experience and consumer satisfaction. To summarize, this role is two-fold, overseeing different consumer platforms including:
Managing the brand's digital community on owned social media channels
Customer Relations via website, phone center, and email
This is a hybrid position, and this person will be expected to be in our Venice Beach office at least 2-3 times a week.
How you'll help:
Social Media
Drive earned media reach taking the brand into conversations, spaces, and trends.
Monitor and respond to incoming comments, messages, and mentions (including praise, inquiries, questions) on all owned brand channels.
Track community management trends and provide strategic recommendations.
Seek, cultivate, and track marketing opportunities with credible people and brands of influence on social media.
Communicate with customers and community members in alignment with brand integrity, values, and tone.
Maintain a social media response handbook with the Social Media Director.
Provide monthly reports illustrating trends, frequently asked questions, and inquiries.
Track brand mentions on social media and respond appropriately; escalate issues and concerns.
Educate and inspire Guayakí's online audience about the brand and products.
Track interactions with influential people and measure ROI.
Escalate key partner opportunities to the Partnership team.
Customer Relations
Manage the Customer Relations team (5-10 part-time reports) to:
Answer and respond to all incoming customer calls, emails, and online website inquiries
Manage aspects of the Ambassador community (social, onboarding, and product)
Serve as communication air traffic control in routing to the appropriate team(s) as necessary
Ensure distribution-related inquiries are relayed to the responsible team in a timely manner
Communicate effectively to ensure the team responds in high quality and a timely manner
Maintain a sense of urgency, ownership of resolution, as well as a positive and professional attitude
Develop a process to document all contacts, actions, and responses in the customer database, ensuring clear communication to the appropriate department
Work collaboratively with other departments to manage and resolve customer issues
Serve as the first line of defense in identifying and promptly circulating any potential crisis
Ensure that all product complaints are quickly logged and resolved using Quality SOP
Maintain a proficient working knowledge of the company's business systems, tools, and resources
Continuously identify and suggest efficiencies for process improvement
Distribute a monthly report summarizing social + consumer community activity to the manager and department heads. Use insights as a launchpad for future recommendations/efficiencies
Tech, Tools, and Process
Optimize our existing tech stack + onboard new tech tools to further develop efficient systems and processes across the team
Find ways to test and learn using AI to automate to drive efficiencies across the ecosystem of customer touchpoints
What you'll bring to the table:
Experience
5-7 years minimum experience in digital customer service with the ability to practice patience and compassion in the face of challenging customer inquiries
Bachelor's degree in Marketing, Business, or a related field
Proven desire and ability to be customer forward coupled with strong problem-solving skills
Experience and proficiency working with iOS applications, Microsoft applications, Smartsheet, Dropbox, Trello, Google documents, and all current social media channels
Ability to work on weekends and holidays as needed
CPG industry & F&B experience preferred
Proficient in data analytics
Knowledge, Skills & Abilities
Excellent verbal and written communication
Ability to excel in cross-functional collaboration + build relationships
Willingness to be versatile and flexible
Excellent organizational skills and the ability to prioritize are essential to this position, including the ability to manage multiple social media inboxes and produce effective reports of communications
Project management skills
Ability to thrive in a fast-paced and evolving environment
What we offer:
The pay range for this role is an estimate based on a wide range of compensation factors; actual pay offered may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations. Sales commissions and/or variable pay plans are also offered depending on the position (ex: monthly, quarterly, annual bonuses). Additionally, we offer a competitive benefits package including top-tier benefits, comprehensive medical, dental, and vision plans, employee life and disability, mental health benefits, paid medical leave, paid company holidays, and paid time off, as well as opportunities for career growth and advancement within our team!
Salary Range
$135,000 - $145,000 USD
At Guayakí Yerba Mate, we're more than just a beverage company: we believe yerba mate culture allows us to "COME TO LIFE" together and is an invitation to personal, social, ecological, and cultural regeneration. Market Driven Regeneration is Guayakí Yerba Mate's business model that aspires to create a net positive impact in the world throughout our operations and supply web. It influences the ingredients we source and products we make, distribute, and sell in order to have a positive impact on people and the planet throughout our business.
As our team expands, we are looking for people to join us who are committed to this aspiration and believe a better world is possible. Our company culture is driven by collaboration, support, and teamwork which allows us to grow together. We believe that learning from different perspectives and seeking shared solutions together is an opportunity to grow both individually and as an organization. As an international company rooted in yerba mate native to South America, our people come from different cultures and backgrounds that are welcomed and valued. We question the status quo and seek innovative solutions to help drive the global regenerative business movement. We invite individuals to join our team who embrace work as a collective and aspire to using business as a force for good.
More about who we are:
Yerba mate. We love it, we drink it, but what, exactly, is it? Guayakí Yerba Mate started in 1996 as a passion, guided by a purpose and transformed into a brand with the goal of bringing yerba mate to more people. Known to provide a smooth energy boost and improved focus, yerba mate comes from the naturally caffeinated leaves of a species of holly tree found deep in the Atlantic Rainforest of South America and naturally contains a combination of caffeine (also found in coffee), theobromine (also found in chocolate) and polyphenols (also found in green tea) offering a unique beverage experience.
Guayakí Yerba Mate offers a variety of options to meet energy and refreshment needs through a robust portfolio of ready-to-drink beverages and traditional loose-leaf products. Brewed with yerba mate and infused with real fruit juices and herbs, Guayakí Yerba Mate is proudly sourced with regenerative, organic, and fair-trade certified ingredients.
To learn more about our impact, check out our Impact Report at: impactreport.guayaki.com
Guayakí Yerba Mate is an equal-opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will be treated with respect and receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, genetic information, sexual orientation, national origin, disability, uniform service, Veteran status, age, or any other protected characteristic per federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws, including the CA Fair Chance Initiative for Hiring Ordinance.
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