Online Community Specialist

US-AZ-Phoenix
Department
Store Support Staff (Corporate/Field Support)
Position Type
Full-Time
Requisition ID
33186

Overview

The online community specialist engages with people posting company mentions/inquiries/complaints across Sprouts’ numerous online channels, including but not limited to Facebook, Twitter, Instagram, Yelp and Google. The specialist uses multiple social media and customer service platforms to communicate in real time, serving as the voice of Sprouts. Superb writing skills are essential, and topics will include our merchandise, team members, values, policies and store locations, among other areas of the business. This individual must react with urgency to negative situations online that have the potential to escalate, and make quick decisions to mitigate the situation. They will be responsible for developing best practices for online community response, and are responsible for developing online community reporting standards. They will drive all social media reporting - qualitative and quantitative – and be responsible for explaining data trends to company leaders. They will execute online campaigns developed in partnership with social media influencers across the country, and develop content appropriate for Sprouts social channels. The specialist will be a member of the Corporate Communications (Public Relations) team within the Marketing/Communications department, and be closely aligned with the Customer Relations and Digital Marketing teams. They will participate in the cross-functional company Crisis team. This person will serve as the immediate supervisor to an online community coordinator. This is an excellent opportunity for someone who thrives in a fast-paced environment is interested in growing a corporate career in communications and/or marketing.

Essential Functions

  • Proactively engages with and responds to customer inquiries and complaints across numerous online channels in a prompt, professional, and friendly manner
  • Strong writing skills are essential; verbiage and tone must align with Sprouts’ brand voice and discretion must be used based on topic and platform
  • Identifies, engages with and de-escalates priority issues; makes quick decisions to resolve cases
  • Develops online content for Sprouts’ social channels
  • Identifies and engages with social influencers and communities to drive brand awareness
  • Manages surprise and delight engagement campaigns for customers and foodies
  • Night and weekend engagement/response required
  • Develops best practices to mitigate sensitive issues and inform appropriate partners across the company
  • Utilizes various software platforms to monitor and respond to social activity
  • Develops best practices and builds accurate reports to measure performance and identify trends and presents to senior leadership for analysis and operational feedback
  • Develops process improvements for team and trains others company-wide; educates team members on social media best practices
  • Leads social media component of company crisis plan
  • Researches required information using accessible resources, helps develop new messages for customers
  • Communicates and effectively partners with internal departments and senior leaders, and represents the team in a helpful and professional manner
  • Manages third party platform relationships (Facebook, Yelp, Yext) to remove illegal representation of the Sprouts brand
  • Proactively monitors industry trends and best practices and ensures Sprouts adheres to accepted industry standards
  • Obtains and evaluates all relevant data to handle complaints and inquiries, must take in data from various sources at times and make quick judgement calls
  • Develops social/customer relations training for stores and presents as needed

Knowledge, Skills, Abilities and Physical Requirements

  • Minimum two years of experience in social media, digital marketing, customer relations, public relations or related field
  • Previous online community experience highly preferred
  • Experience with Social Studio, Yext, Radian 6 and Service Now a plus
  • Bachelor Degree or Associate Degree in a relevant field required
  • Requires high energy, resilience, excellent time management skills, and the ability to prioritize and multitask
  • Must enjoy helping people, have a patient, tactful manner and a good memory that allows for recalling priority protocols and product details, policies and procedures
  • Strong written communication skills and the ability to adequately and completely respond to customer inquiries
  • Strong and quick decision-making and analytical abilities
  • Available nights and weekends as appropriate
  • Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse
  • Ability to understand the customer’s needs quickly and develop appropriate response strategy
  • Strong work ethic and team player mentality
  • Strong understanding of major social media channels, including Facebook, Twitter, Instagram, Yelp, etc.
  • Proficiency in Microsoft Office, including Word, Excel, PPT and Outlook

Benefits

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

  • Competitive pay
  • Opportunities for career growth
  • 15% discount for you and one other family member in your household on all purchases made at Sprouts
  • Flexible schedules
  • Employee Assistance Program (EAP)
  • Eligibility requirements may apply for the following benefits:
  • 401(K) Retirement savings plan with a generous company match
  • Affordable benefit coverage, including medical, dental vision
  • Pre-tax Flexible Spending Accounts for healthcare and dependent care
  • Company paid life insurance and short-term disability coverage

Why Sprouts

Grow with us!

 

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

 

 

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

 

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