Community Marketing Manager
Guayaki - Los Angeles, California, United States, 90079Work at Guayaki
Overview
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Overview
Customer RelationsManage Customer Relations team (5-10 part time reports) to 1.) Answer and respond to all incoming customer calls, emails, and online website inquiries and 2.) Manage aspects of Ambacebador community (social, on-boarding and product).Serve as communication air traffic control in routing to the appropriate team(s) as necessary.Ensure distribution-related inquiries are relayed to responsible team in a timely manner.Communicate effectively to ensure team responds in high quality and timely manner.Maintain a sense of urgency, ownership of resolution as well as a positive and professional attitude.Develop process to document all contacts, actions, and responses in customer database, ensuring clear communication to appropriate department.Work collaboratively with other departments to manage and resolve customer issues.Serve as 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 manager and department heads. Use insights as a launchpad for future recommendations/efficiencies.
Tech, Tools, and ProcessOptimize our exiting 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: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 field.Proven 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 preferred.Proficient in data analytics.
Knowledge, Skills & AbilitiesExcellent verbal and written communicationAbility to excel in x-functional collaboration + build relationshipsWillingness 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 communicationsProject 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 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.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 embracework 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? Guayaki 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.Guayaki 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, Guayaki 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.comGuayaki 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.