Community Associate
August 8
🔄 Hybrid – London
Description
• Lead our community efforts, helping us deepen brand engagement and deliver exceptional customer experiences. • Deliver social media training to representatives of the SST team • Champion the voice of the customer, sharing monthly insight reports on community trends & brand sentiment • Manage escalated complaints and monitor and respond to negative Trustpilot/Amazon/ reviews, offering best-in-class service resolutions. • Ad hoc reporting for the CS Lead • Respond to & engage with customers (existing & prospective) across direct messages, comments and mentions on social media, to create BIC brand experiences across community touchpoints • Support Junior Brand Manager coordinate our seeding influencer programme, reporting on weekly results • Oversee the maintenance of the Community Management guidelines • Act as main Brand point of contact for the SURI Support Team, attending meetings and feeding back to SST about campaigns, geographic expansion, new initiatives and offers • Work with Brand and SST proactively to help resolve problems and issues that affect both teams • Become a specialist in all things Brand related so that SST have a great source of information for queries • Work with the Sustainability Manager to create sustainability macros to be used by SST in customer queries and across social media
Requirements
• Be a natural communicator, with impeccable written skills • Have strong understanding of Instagram (and ideally TikTok and LinkedIn) • Knowledge of Gorgias, Zendesk, or other relevant e-commerce helpdesks • Proven experience in omni-channel business (D2C, Amazon, Retailers) • Have strong understanding of Sprout Social or other Social management tools (ideally but not required) • Be comfortable with Trustpilot or other review sites (ideally but not required)
Benefits
• 25 days annual leave, plus bank holidays and an additional day for your birthday • Flexible working hours • Hybrid working - up to 2 days working from home each week • 1 Charity Day per year • Central London offices- based in London Bridge; a stone’s throw from Borough Market • 4x “Work from Anywhere” weeks, with no requirement to be in the office those weeks • Monthly social events, organised by different team members • Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff • 5x free toothbrushes every year • £1000 personal development budget each year, per employee • Fantastic career opportunities; with the chance to grow as SURI does • Ross Fridays; dreamed up by our Commercial Manager, Ross; a Ross Friday gives you the opportunity to finish at 3pm on a Friday of your choosing every month • Monthly massages in the office • Fresh fruit and snack orders every week • Cycle to Work scheme, and Electric Bike Cycle to Work scheme • Regular product swaps with other fantastic companies
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