Community Manager/Specialist - Zales & Banter

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

JOB SUMMARY: 

Do you have your finger on the pulse of the social landscape and love sparkly things and problem solving?  We are looking for a Community Manager to join our Zales Marketing team! In this role, you will be the brand voice across our social platforms, foster engagement within our online community, respond to customer inquiries, and escalate/manage customer complaints and issues.

You’ll also seek out opportunities for Zales to join relevant social conversations and engage with online personalities to grow the brands social presence authentically. This role involves a variety of skills and opportunities including customer relations, social media marketing/writing, analytics and creative development. Our Social Community Manager position is perfect for someone who thrives in a fast-paced environment and is passionate about leveraging social media to connect with consumers.

This hybrid role requires a flexible work schedule, combining on-site presence with remote work, based out of our Support Center in Dallas, Texas.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS: 

•   Manage incoming comments across organic and paid content, troubleshooting customer complaints in a timely manner and building on positive engagement to foster brand love.

• Act as social liaison to cross functional teams to share social recaps, the latest in platform best practices and trends, and be a thought partner for bringing marketing strategies to life across social channels with agency teams.

• Proactively identify and nurture relationships with key social personalities including content creators, influencers and brand lovers.

• Identify and participate in relevant social conversations including trending topics and cultural moments providing insights and recommendations to marketing team for opportunities to expand on.

• Set up reporting cadence, measurable goals and tracking systems within customer experience platform to monitor KPIs and establish ways of working with cross functional teams for relative information share-out.

• Stay informed on brands social reputation flagging any spikes to internal stakeholders that should be acted on in a timely manner.

• Act as the single brand voice across social touchpoints writing copy for owned brand platforms that aligns to the brand positioning and tone.

• Work within Zales customer experience platform.

• Collaborate with Influencer manager to track ongoing influencer strategy and timelines for engagement.

• Perform competitive analysis and benchmark reporting to track brand performance against industry standards and competitors' social media presence

QUALIFICATIONS:

REQUIRED:

• 1-3 years of relevant social media brand management experience

• Passionate about customer care with desire to solve issues at hand

• Deep understanding of the ever-changing social media landscape

• Excellent grammar and social copywriting skills

• Team collaborator with ability to operate independently and strong consumer-first mindset, and interpersonal communication skills

• Experience in reporting on social metrics and interpreting data to tell a story

• Creative thinker who can bring a brand voice to life across a variety of consumer-facing touchpoints

• Experience with Sprinklr or similar customer experience platform

PREFERRED:

• Retail marketing experience

• Client side social or customer care exp