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Social Media Community

2 weeks ago

Singapore Maneuver Marketing Full time

**Build, Scale & Operate Leading DTC Brands alongside A-Players**
***:
**Maneuver Marketing**

Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products.

In just 5 years, we kicked off our own DTC Health & Wellness brand from scratch and scaled it to USD$150M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs.

These results caught the attention of The Financial Times, as they ranked us among APAC top High-Growth Companies in 2023. This is just the beginning of our journey though, and you could be part of the next stage of our growth

**Your Next Role**:
As part of the Customer Service team, you will represent Maneuver Marketing as the company’s highest escalation point with the ultimate goal of developing and strengthening our customers’ engagement, satisfaction & loyalty.

Collaborating closely with various departments (Product, eCom, Marketing & Supply-Chain), the team provides stellar customer experience, as well as developing and implementing improvement strategies that contribute to the overall success of our business.

As the Social Media Community & Engagement Lead, you will report directly to the Senior Customer Service Manager and you will be entrusted with overseeing the operational success of our third-party BPO Social Media Moderator Team. You will provide key support to our customer-facing specialists and will also be responsible for identifying, strategizing & implementing engagement, sales, retention, and operational improvement opportunities.

**What You’ll Do**:
**Content Moderation**
- Develop Guidelines: Create and update community guidelines and moderation policies to ensure a safe and positive environment for users.
- Review User-Generated Content: Monitor and moderate user-generated content to ensure it adheres to community guidelines and platform policies.
- Remove Inappropriate Content: Identify and remove content that violates guidelines, such as hate speech, spam, or explicit material.
- Develop Crisis Protocols: Establish protocols for handling various types of crises, ensuring the team is prepared to respond effectively.
- Handle PR Crises: Quickly address and manage any public relations crises or negative publicity on social media to protect the brand’s reputation.

**Community Management**:

- Monitor and Respond: Oversee and respond to comments, messages, and inquiries across social media platforms to foster a positive community environment.
- Engage with Followers: Actively engage with followers by liking, commenting, and sharing user-generated content to build a loyal community.
- Foster Community Growth: Implement strategies to grow the community, such as hosting online events, contests, or collaborations with influencers.
- Encourage User Interaction: Create opportunities for users to interact with each other, fostering a sense of community and loyalty.
- Steer conversations towards desired narrative: In collaboration with the copy and marketing teams align on advertisement messages for agents to guide conversations.

**Customer Support**
- Address Customer Issues: Collaborate with the customer service team to address and resolve customer complaints and issues raised on social media platforms.
- Provide Information: Offer accurate information and support to users regarding products, services, and company policies.

**Analytics and Reporting**
- Track Engagement Metrics: Analyze engagement metrics to understand community sentiment and identify areas for improvement.
- Gather User Feedback: Collect and analyze feedback from the community to identify trends, preferences, and areas for improvement.
- Report Insights: Provide regular reports on community engagement, moderation activities, and user feedback to inform strategy adjustments.

**Cross-functional Collaboration**
- Collaborate with marketing, product development, supply-chain, and customer service teams to address systemic issues and improve the overall user experience.
- Feedback Loop: Provide feedback and insights to relevant teams to enhance product offerings and community engagement strategies.

**Indirect Team Management**
- Lead and Support Moderators: Manage a team of content moderators, providing guidance, support, and performance feedback.
- Schedule and Assign Tasks: Organize and assign moderation tasks to ensure coverage and efficiency.
- Conduct Training: Develop and deliver training programs to keep the team updated on policies, tools, and best practices.

**How You’ll Succeed**:
Maneuver is an OKRs, KPIs, & data-driven company, we are not Mad Men (Well, not all), but Math Men. As a result, a number of metrics will constitute the basis of your performance and success within this role and the company. These may include:
**Community Management Objective**:
Ensure up-to-date and effect