Guayaki
Community Marketing Manager
Guayaki, Los Angeles, California, United States, 90079
As the Manager of Community, you engage and cultivate relationships with all facets of the Guayaki 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.
Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.In this role, you will use your social, technology and communications knowledge base to engage with the Guayaki community. This includes the management and support of our ecosystem of social media channels, customer relation platforms and the Guayaki website - with 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 channelsCustomer Relations via website, phone center, and emailThis 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 MediaDrive 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....Customer RelationsManage Customer Relations team (5-10 part-time reports) to:Answer and respond to all incoming customer calls, emails, and online website inquiriesManage aspects of Ambassador community (social, onboarding, and product)Serve as communication air traffic control in routing to the appropriate team(s) as necessary...Tech, Tools, and ProcessOptimize our existing tech stack + onboard new tech tools to further develop efficient systems and processes across the teamFind ways to test and learn using AI to automate to drive efficiencies across the ecosystem of customer touchpointsWhat you'll bring to the table:Experience5-7 years minimum experience in digital customer service with the ability to practice patience and compassion in the face of challenging customer inquiriesBachelor's degree in Marketing, Business, or a related fieldProven desire and ability to be customer-forward coupled with strong problem-solving skillsExperience and proficiency working with iOS applications, Microsoft applications, Smartsheet, Dropbox, Trello, Google documents, and all current social media channelsAbility to work on weekends and holidays as neededCPG industry & F&B experience preferredProficient in data analyticsKnowledge, Skills & AbilitiesExcellent verbal and written communicationAbility to excel in cross-functional collaboration + build relationshipsWillingness to be versatile and flexibleExcellent 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 communicationsProject management skillsAbility to thrive in a fast-paced and evolving environmentWhat 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 USDAt Guayaki 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 Guayaki 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.
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Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.In this role, you will use your social, technology and communications knowledge base to engage with the Guayaki community. This includes the management and support of our ecosystem of social media channels, customer relation platforms and the Guayaki website - with 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 channelsCustomer Relations via website, phone center, and emailThis 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 MediaDrive 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....Customer RelationsManage Customer Relations team (5-10 part-time reports) to:Answer and respond to all incoming customer calls, emails, and online website inquiriesManage aspects of Ambassador community (social, onboarding, and product)Serve as communication air traffic control in routing to the appropriate team(s) as necessary...Tech, Tools, and ProcessOptimize our existing tech stack + onboard new tech tools to further develop efficient systems and processes across the teamFind ways to test and learn using AI to automate to drive efficiencies across the ecosystem of customer touchpointsWhat you'll bring to the table:Experience5-7 years minimum experience in digital customer service with the ability to practice patience and compassion in the face of challenging customer inquiriesBachelor's degree in Marketing, Business, or a related fieldProven desire and ability to be customer-forward coupled with strong problem-solving skillsExperience and proficiency working with iOS applications, Microsoft applications, Smartsheet, Dropbox, Trello, Google documents, and all current social media channelsAbility to work on weekends and holidays as neededCPG industry & F&B experience preferredProficient in data analyticsKnowledge, Skills & AbilitiesExcellent verbal and written communicationAbility to excel in cross-functional collaboration + build relationshipsWillingness to be versatile and flexibleExcellent 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 communicationsProject management skillsAbility to thrive in a fast-paced and evolving environmentWhat 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 USDAt Guayaki 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 Guayaki 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.
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