Digital Reputation Associate (Part-Time, Contract)

#KeepGrowing with Nutrafol

Come grow with us. We’re a growing company. Everything we do, we do to help people grow into the best version of themselves.

As the pioneers of hair wellness, we create natural, clinically effective solutions for hair growth and provide support for people at every step of their hair journey. Our multi-factorial approach targets the root causes of hair thinning using a patented blend of medical-grade botanicals -- and is recommended by over 3,000 physicians and hair professionals for trusted, reliable results.

We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.

Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.

About You

Nutrafol is seeking a highly-motivated and versatile part-time Digital Reputation Associate to support our ever-growing digital audience. The ideal candidate has a strong passion and understanding of digital spaces and how communities operate on them, including social media platforms, as well as a strong writing background. This role will ultimately report to our Director of Social Media, report to the Lead Digital Reputation Associate for day-to-day items and assignments, and be a part of the Community team, and collaborate closely with PR, Influencer Marketing, CX and Creative team members to achieve cross-functional success. 

This role requires a passion for customer experience, a can-do attitude and mindset that no job is too small! Interest in the wellness space and experience working with direct-to-consumer lifestyle brands is a plus. You'll be expected to work 30 hours per week, and the schedule is outlined below. 

Weekly Schedule: 

Monday - 7 am - 2 pm EST (8 hrs)
Tuesday - 7 am - 2 pm EST (8 hrs)
Saturday - 7 am - 1 pm EST (7 hrs)
Sunday - 7 am - 1 pm EST (7 hrs)

Responsibilities

• Work closely with our lead Digital Reputation Associate to execute a multi-platform strategy for responses and proactive communications as we look to scale and intensify the meaning of consumer support in our digital spaces
• Take learnings from consumer feedback and help to incorporate them into our content plan 
• Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way to the larger team
• Brainstorm, organize and execute community initiatives focused on supporting and retaining Nutrafol customers
• Develop and execute a strong, brand-relevant response plan for social media and online review platforms
• Engage with online community responding to comments in a timely manner
• Identify, monitor, and respond to reviews and comments on sites such as Instagram, TikTok Google, Facebook, Reddit, X, and various product review forums and more on both paid and organic posts and DMs
• Manage social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect community and brand reputation
• Collaborate with various teams to develop appropriate responses to external comments, reviews and ratings
• Develop response best practices and guidelines for customer care teams
• Lead efforts to drive reviews and ratings on preferred channels
• Ensure goals are met and communicate anecdotal and qualitative data and recommend changes to improve results
• Keep up-to-date to the latest trends and emerging tools in the industry
• Work with our lead Digital Reputation Associate to create monthly sentiment reports
• Communicate effectively with the paid team on a weekly basis to report on trends and flags
• Become an expert on our community members and use that knowledge to assist the Communications team in our testimonial program
• Reflect the voice and public perception of Nutrafol across all social platforms through timely, thoughtful, and grammatically correct responses
• Answer both paid and organic comments on Facebook, Instagram, Twitter, LinkedIn, Google Reviews and YouTube
• Provide support that mirrors the tone of our posts
• Ensure that the customers’ experience reflects our company values
• Support customers on multiple levels
• Damage control in a public forum
• Engage and celebrate success stories
• Reassurance when customers are in doubt
• Meet social customers’ needs and expectations in a timely, efficient manner. 
• Handle escalations in real time withou