Social Community Development & Care Specialist

| Austin
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About Kendra Scott:
We are a fun, talented and driven team dedicated to providing our customers with gorgeous products and a WOW! experience. Family, fashion and philanthropy are at the core of our company and though we move at a very fast pace, we are committed to maintaining a family-oriented work environment and giving back to our community. A passion for great design, dedication to innovation and a strong social media presence are our building blocks for creating a unique and engaging lifestyle brand across all channels, including retail stores, wholesale accounts and e-commerce. Our headquarters are located in the heart of Austin, Texas, and we embrace the unique vibe and energy of our hometown as an inspiration for our brand and company culture.
Position Overview:
We have an exciting opportunity to support the rapid growth of our Home Office in Austin, TX! Reporting to our Social Media Manager, our Social Community Development & Care Specialist will be listening and learning from our Kendra Scott customer audience, while continuously growing our follower base and studying other companies that successfully engage with similar audiences. In this role, you will work to build strategy and execute to engage with our audience across all social channels.
Responsibilities:
Immediate Responsibilities
• Community management: Reply to customers across all social channels
• Content development: Study audience to source special engagement campaigns
• Competitive reporting: Study and report on competitor set successes
• Copywriting: Develop copy for all social posts
• Cross-functional internal development: Develop strategies to blend customer experience between digital and field
• Post execution: Posting content to all channels
Ongoing Responsibilities
• Build customer service strategies to bridge gap between social and current customer service processes; channels include Instagram, Facebook, Twitter, Yelp, Google
• Actively monitor social media channels, determining when and how to engage and escalate accordingly
• Work with the Social Media Manager to optimize social media efforts on a daily basis, leveraging learnings and adapting to them
• Identify trends, relevant news, influencers, and other opportunities in the social media space, helping to increase Kendra Scott reach and voice
• Maintain awareness and understanding of emerging social media platforms and best-in-class tactics being used by others, as well as look for opportunities to innovate and develop existing communities
• Analyze campaign and activation results and determine user behavior/engagement to ensure insights are integrated into current and future strategies, as well as develop frameworks to help refine our social media strategies
• Tag, track and report performance of social media marketing programs on an ongoing basis to establish best practices, while comparing against internal and industry benchmarks
• Maintain a pulse on industry trends and digital advancements, specifically in the fashion- lifestyle and eCommerce spaces, while providing recommendations for Kendra Scott’s digital strategy
Our Ideal Candidate Will Have:
• Bachelor’s degree in marketing, communications, journalism or related field
• 2+ years’ experience in social media, online marketing, digital media, or community management
• Must have a minimum of 1 year of directly relevant social media marketing experience
• A proven ability to effectively manage multiple projects in a fast-paced, highly demanding environment
• Strong understanding of social media landscape including Facebook, Instagram, Twitter, YouTube, Pinterest, Snapchat, Yelp, Google, etc.
• Strong writing skills, focused on conversational content
• Strong leadership, project management and presentation skills
• Collaborative, creative and adaptive work style
• Reporting and analytical understanding, both quantitative and qualitative, with strong attention to detail
• Must be skilled in Microsoft Office (Word, Excel, PowerPoint)
• Knowledge of Sprout, Dash Hudson and Simply Measured a plus
• A strong ability to build relationships with co-workers and keep others informed
• A growth mindset: desire to learn, grow and embrace new ideas
• A shared appreciation for our 3 core values of Family, Fashion and Philanthropy

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Location

Our Home Office is located in the heart of Austin, with easy access to MoPac, downtown and North Austin neighborhoods.

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