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TITLE

 

Manager of Social Media Response

COMPANY

 

Grove Collaborative

LOCATION

 

Portland, ME, US

Description

Grove Collaborative is a digitally native brand and direct-to-consumer e-commerce platform for natural home and personal care products. With a mission to help every family create a healthy, beautiful home, Grove offers a flexible recurring shipment model and gives each customer a personal shopper and solution provider.
 
We are a B Corp - a group of about 2500 companies (like Patagonia, Ben & Jerry's and Coffee By Design) that prioritize social and environmental impact as well as profits. We can only do well if our community, environment, employees, and customers do well too.
 
We sell real things to real people, and make an impact
Our customers are real families across the United States. We’ve helped hundreds of thousands of families make better decisions and use more sustainable products. At Grove we believe that conscientious choices are not just for the few.
 
We are in a truly massive market
Laundry detergent alone is a $130bn global market. And there's been little innovation in the past decade. Across consumer goods, it's the same products, sold at the same brick and mortar grocery stores. We do better for our customers and the world.
 
The Role
The Manager of Social Media Response will oversee implementation and execution of strategy for Grove Collaborative’s social media customer experience and have input regarding design. This leader will oversee a team of supervisors and social media moderators based out of Grove Collaborative’s Portland, ME office. This leader will be responsible for driving internal process designed to elevate the brand experience, increase channel efficiency, operational transparency, and deliver the organization with actionable insights and analytics. This leader will also assist in managing on-going hiring, training and development of moderators in a manner that reflects Grove’s values.

RESPONSIBILITIES

    • In partnership and with direction from Growth Marketing, owns strategic direction of Grove Collaborative Social Media Response Team; coordinates information between marketing and operations, identifies problems and solutions; responsible for setting team goals and OKRs
    • Coach, develop, and oversee a growing team of supervisors and moderators
    • Responsible for the overall success of the Social Media Response Team both on an individual and team level
    • Provides consistent and relevant feedback and support to Social Media Response Team to deliver best-in-class service and quality levels
    • Defines, implements and maintain systems that elevate the social media customer experience team while achieving set targets
    • Designs and delivers all social media customer experience reporting; including, quality of response, SLA, team performance reporting, and community feedback   
    • Communicates marketing campaign information to moderator team, providing an overview of content programming and the resulting moderator response strategy 
    • Drives strategic insights to eliminate customer pain points and communicate these to cross-functional partners
    • Maintains workforce management analysis and forecasting
    • Owns, optimizes, and maintains social media response documentation, copywriting new responses when needed, and taking care to communicate updates to both team and organization  
    • Able to identify and surface any potential crisis events within social media channel and act as the point person between Corporate Communications, Growth Marketing and Grove customers 

EXPERIENCE

    • 3 - 5 years of social media marketing experience, including copywriting, community management or content strategy  
    • 3 - 5 years of direct people management of  mid to large size teams, including supervisor level roles
    • Experience designing, implementing and managing customer experience tools and processes on platforms like Zendesk, Looker, Sprout Social
    • Excellent leadership, people development, and communication skills; an embodiment of Grove values internally and externally
    • Ability to analyze data, sentiment, trends, and present learnings to build action plans to improve experience 
    • Demonstrated passion for customers — a true customer advocate
    • Proven ability in developing and driving strategies across multiple platforms and brands
    • A keen eye for detail with the grammar skills to match 
    • Energy and commitment to drive and produce results quickly
    • Strong people management skills, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means with both internal and external audiences
    • Bachelors in a related field is required or equivalent of 8 years of relevant experience
We are remaking the future of consumer goods and want you to join us. You’ll get:
- Competitive compensation with potential for internal growth.
- Comprehensive medical, vision, dental, life, pre-tax commuter and retirement benefits.
- A shiny new MacBook and the other productivity accessories you need.
- Exposure at the highest levels of our leadership.
- Beautiful historic (& dog friendly) office space located in the Portland's historic Old Port.
- Free coffee, drinks, and snacks from our legendary snack wall!
 
Let’s do this
 
We're building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come join the community at Grove. It's a heck of a lot of fun, and we'd love to tell you more about it.
 
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Talent@grove.co.

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