Senior Manager, Social Media

REI Kent , WA 98031

Posted 2 months ago

Posted Date: Mar-18-2019

Job ID: 13770

Job Type: Full Time

City: Kent

State: Washington

Store: Kent Headquarters

What's cool about this job

REI is in the process of rebuilding the way we engage with our members and new audiences through our digital channels. Our social media program is quickly evolving into a more personal, helpful, authentic engagement model that will help connect people to REI and, most importantly, to a life well lived outdoors.

We're are looking for a leader who understands how to bring creative, compelling work to life in social media, both in the context of broader REI campaigns and through efforts that start by listening to our community. This leader will help us bring our biggest brand moments like #OptOutside to life, inspire the outdoor community to act on its values through social media, drive relevancy and preference for new and emerging REI offerings, and shape our voice on social media. They will lead a team of dedicated, enthusiastic professionals who will help us connect with our community in a meaningful way every day.

This person will have a proven track record for growing company relevancy through social media, capitalizing on the latest trends and opportunities on all relevant platforms, leveraging audience targeting effectively and developing great leaders. They will also demonstrate how they can develop an inspiring vision for their program and get their team aligned and motivated to deliver against it.

  • Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.

  • Supports the implementation of company programs, procedures, methods and practices to promote REI success.

  • Challenges and inspires employees to achieve business results.

  • Ensures employees adhere to legal and operational compliance requirements.

  • Oversees training and development of employees directly and indirectly managed and makes timely and effective staffing decisions.

  • Conducts and ensures the completion of performance reviews.

  • Provides coaching, direction and leadership support to employees in order to achieve departmental, co-op and customer results.

  • Establishes and maintains visibility within the department.

  • Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.

Bring your passion and expertise

  • Proactively defines and delivers long term social media strategy with measurable quarterly and annual goals, aligned to REI business plans and overall growth objectives.

  • Defines and develops digital experiences, tools, and processes to enable community engagement between customers, members, influencers and REI.

  • Drives alignment and pushes for social first thinking within the greater integrated marketing efforts to bring cohesive REI brand to market.

  • Oversees agency and application selection, negotiation, resourcing and management.

  • Establishes and grows internal relationships at all levels of the organization to ensure long-term development and growth for her program and her team members.

  • Collaborates with cross-divisional departments to apply social insights to the broader business.

  • Defines social media standards and practices in partnership with creative (look, feel, sound) and BSI (community management).

  • Communicates program strategies and results consistently to create transparency and visibility into the progression of the program.

  • Balances brand messaging and the needs of the community.

  • Drives point of view on creative storytelling that clearly positions REI's brand across multiple channels, in partnership with the creative teams at REI.

  • Provides proactive thought leadership on the total breadth of the social media landscape and spots opportunities for REI to capitalize on emerging trends.

  • Challenges teams to have their finger on the pulse of what's happening in broader society, with a point of view on how REI can shape and participate in those conversations.

  • Uses analytics to calibrate the program daily and demonstrate program progression to REI leaders.

  • 10 + years of experience with marketing, communications and social and community program management to drive awareness, traffic, content, consumer engagement, and participation.

  • 5+ years of management experience, including PR and social strategy development and oversight, knowledge of platform capabilities, building and leading teams, budget mgmt.

  • 5+ years of paid media experience (either direct program management, within social media program, or agency management).

  • 5+ years of experience in social media publishing and analytics tools (e.g. Lithium, Spreadfast, pixel tagging, etc.).

  • Bachelor's degree or equivalent experience preferred.

  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.

  • Creates a strong, mutually supportive work spirit and culture where people can do their best.

  • Establishes trust and inspires others.

  • Makes effective organization and people decisions in a manner consistent with REI's values and ethics.

  • Delivers on commitments and holds others to same.

  • Champions the organization and advocates solutions in the overall Company's best interest.

  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.

  • Consolidates information from various sources including feedback from others to reach sound decisions.

  • Considers the ultimate impact of decisions and actions on internal and external customers.

  • Fosters change in company direction.

  • Effectively plans and executes changes.

Why you'll love it here

Real. Alive. Connected. These are a few words that describe life at REI. Whether it's in our careers or in the great outdoors, we aspire to adventure in all ways! At REI we value our customers; we work hard to earn our reputation for quality and integrity every day. Our commitment remains the same as when we started out in 1938: to inspire, educate and outfit for a lifetime of outdoor adventure. Join a passionate community of people who believe in one simple truth: an outdoor life is a life well-lived. Get ready to harness your creativity, customer focus and enthusiasm for living life outdoorswe can't wait to meet you!

REI is proud to be an Equal Opportunity Employer.

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception 22 years in a row! Sure, we work hard, but it's balanced with time off to playa strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Social Media Community Management Specialist

REI

Posted 3 weeks ago

VIEW JOBS 4/5/2019 12:00:00 AM 2019-07-04T00:00 Posted Date: Feb- 1-2019 Job ID: 13225 Job Type: Full Time Job Function: Marketing City: Kent State: Washington Store: Kent Headquarters What's cool about this job If you have social swagger, a passion for community and an appetite for blazing new social marketing trails – we want to talk to you! We're looking for a social care specialist who is passionate about the co-op and solving customer issues. As the Social Media Customer Care Specialist, this role is responsible for supporting a customer care and engagement strategy. This includes detail-oriented processes and exercising excellent judgement and decision quality on a daily basis. This program drives daily customer care, proactive community engagement and issues management with REI members and customers on various social platforms – a strong focus on Facebook, Twitter and Instagram. This specialist will contribute to REI's success by consistently mirroring our best-in-class customer service online that our customers expect in our flagship stores. Supports tactic driven community engagement while adhering to our voice of the brand guidelines. The ideal candidate for this role understands the unique nature of an internet conversation. When it's appropriate to use a gif in a positive customer conversation and when it's appropriate to have empathy. The role will partner closely with various teams across digital marketing with a focus on issue resolution, paid social, influencers, campaign and brand support. * Execute community management strategy for the social media program to support REI's business objectives. Areas of focus might include: Integration with marketing campaigns and brand initiatives, REI.com community (including Adventure Projects), driving UGC, authentic presence on each platform, customer service and insights. * Support internal partners with execution, incident or topic bases recaps, including KPI-based analysis. * Handle customer service inquiries and ensures best-in-class customer experience, working toward final resolution. * Participate in issue resolution in partnership with public affairs team. * Partner with program manager for analyzing program performance, optimizing program with insights and sharing results with stakeholders. * Build strong relationships with customer service partners and support program manager with education to the broader organization on the role community management plays in meeting our business objectives. * Participate in creative development process with program managers for deliverables which support community engagement. * Support management of external agency and tool vendor relationships to optimize value for REI. * Participate in evaluation of partnership opportunities and proposals for strategic relevance and business needs. * Versed in outdoor industry products, trends and community. Passionate about a life outdoors. * Social listening skills to asses relevant conversations REI can participate in. * Reports to Sr. Program Manager, Social Media on the Integrated Marketing team. Bring your passion and expertise The ideal candidate has a passion for the outdoors and is curious about expanding their current knowledge of gear, expertise, experiences and where to go. Daily community management is focused on engaging customers to deepen their relationship with the outdoors – whether it's getting into a nearby city park or climbing their first 14'er. We are looking for a contributor who has a proven track record of being nimble, communicates effectively and keeps the customer top priority. This person should be open to working non-traditional hours beyond Monday-Friday, 8-5. This specialist is responsible for being a subject matter expert with the various tools and resources required to execute daily customer care and engagement for the co-op. This specialist will continually model and act in accordance with REI's guiding values and mission. * 2-3+ years of experience in social media and community management, preferably representing a national retail brand. * Type 50+ WPM with minimal errors * Focused problem solver with the ability to deal with customers (internal and external) in difficult situations. Ability to perform appropriately under stress and with displeased consumers is also necessary. * Proficiency with Windows-based computer applications. * Extreme discretion when handling confidential and/or proprietary information. * Strong written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style. * Experience in working with external vendors, partners, and relationships connecting to marketing programs. * Demonstrated ability to give feedback on social toolset/feature development. * Ability to assess new opportunities and think creatively. * Ability to produce in a fast-paced, high-volume, deadline driven environment. * Demonstrated understanding of consumer behavior and applying insights to daily interactions with customers to drive traffic and sales. * Passionate about social media and its role in connecting with customers to drive business results. * Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities. * Consolidates information from various sources including feedback from others to reach sound decisions. * Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work. * Builds rapport with all kinds of people inside and outside the organization. * Challenges the status quo, champions change and influences others to change. * Bachelor Degree in Business Marketing or relevant field, preferred. * Proficient in Microsoft Office business applications. Why you'll love it here We're a passionate community of people who believe in one simple truth: an outdoor life is a life well-lived. REI is a co-op, born in the mountains of the Pacific Northwest in 1938. We're here to help our 5.5 million members have amazing experiences outside—and do the same ourselves. Bring your creativity, customer focus and enthusiasm for living life outdoors—we can't wait to meet you! At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 22 years in a row! Sure, we work hard, but it's balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place. With more than 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more. REI is an Equal Opportunity Employer REI Kent WA

Senior Manager, Social Media

REI