Senior Social Community Specialist

Job Title: Senior Social Community Specialist

Reports to: Director of Social Media

Job Location: Los Angeles, CA

Job Class: Exempt

About SHEIN

SHEIN is a global fashion and lifestyle e-retailer committed to making the beauty of fashion accessible to all. We use on-demand manufacturing technology to connect suppliers to our agile supply chain, reducing inventory waste and enabling us to deliver a variety of affordable products to customers around the world. From our global offices, we reach customers in more than 150 countries. Founded in 2012, SHEIN has nearly 10,000 employees operating from offices around the world, with U.S. Headquarters located in Los Angeles and Global Headquarters located in Singapore. In SHEIN, we work with outstanding, creative, and capable peers. We share an energetic and open culture for capable people to discern, work and ignite as a team.

Job Description

This role provides an outstanding opportunity to have a direct impact on the experience of our early customers and the public perception of our brand. You’ll talk to our customers every day, answering questions and gathering feedback that will shape our roadmap.

You’ll be at the heart of our Romwe team, creating an inclusive environment while working proactively to ensure our customers have the best experience possible and responding in a thoughtful, empathetic way when support is needed. Additionally, you’ll help to build and test our processes, training materials, and tools. This role is highly collaborative and dynamic, one moment you may be helping to resolve an escalated issue, the next you may be helping us drive a positive impression of our brand.

Ideal candidates are passionate about the ever-changing world of social marketing, conversations in culture and all things social media, from Instagram to TikTok but especially Discord. Candidates should have a keen interest in emerging trends across these platforms and recognize the impact of social marketing in an overall marketing strategy.

You Are a Doer of Social

Strong understanding of Discord and its moderation tools, as well as experience in moderating online communities in the Alternative Fashion industries

• Community engagement excites you – digging into the insights and conversations that help fuel the larger social media story.
• You pride yourself on being proactive - foreseeing gaming loopholes or community disturbances before they even happen.
• Your interpersonal skills are top-notch.
• You have the ability to handle conflicts, difficult situations, and diverse opinions with patience, empathy, and professionalism!
• You are known for approaching conflicts with a high degree of patience and empathy
• Can demonstrate strong knowledge of all major social media platforms – you have a history of growing social media profiles and accounts
• Understands how to make content work for different audiences and different platforms
• Eager to test and learn on new platforms and across teams
• Owning of full content process (calendars, community content)
• Ability to identify response opportunities for clients on social, an intuition of when to escalate/engage further
• Knowledgeable of CMS Tools ie Sprinklr, Sprout, Salesforce, Khoros
• Understands how to decipher Social Listening reporting

You Are a Self-starter & Team Player

• You are able to manage your own time and teams to produce thoughtful and thorough work against timelines.

You can look at the insights and start to tell a story to impact the work:

• You can bring new thinking that pushes the work to teams and works closely with platforms and 3rd party partners to identify them
• Start to manage strategic skills including contributing to briefs, providing research, insights
• Assists in campaign reporting by gathering inputs across a variety of departments and data points.

You support the Social Strategist through insights from brand community:

• Supports in the crafting of creative and/or media briefs and inspiration stimuli such as case studies, analogies and other campaigns to prompt new ideas and thinking
• Working knowledge of social listening platforms & assists in campaign reporting by gathering inputs across a variety of departments

Responsibilities

• Manage and engage Discord community.
• Drive channel growth and collaboration.
• Organize contests and events for our Discord community.
• Monitor feedback and provide insights.
• Track, analyze and report on content and program performance data to drive continuous improvement, optimization, and innovation.
• Contribute to content strategy and consumer-facing communications, including active engagement on community channels and reactive messaging.
• Develop and execute key community initiatives including contests, live events, content partnerships, and influencer/creator integrations and more
• Manage editorial content calendars and milestones, delivering content to cross-functional and regional teams
• Establishing community feedback loops with players and dev teams, providing meaningful reporting on community sentiment, concerns, and suggestions

Requirements

• 4+ years of experience building communities, community listening and reporting, collaborating with partners, managing talent communications, and supporting live events in a related field or on major consumer brands;
• 3+ years of experience working with product and brand communications and copywriting
• 4+ years of experience and in-depth knowledge of current community and content distribution channels, and the role they play in community and publishing strategy
• Highly organized, proactive self-starter, with demonstrated ability to plan and self-manage concurrent content pipelines and programs
• Ability to think on your feet, multi-task like a champ, and think both strategically and creatively
• Community engagement excites you – digging into the insights and conversations that help fuel the larger social media story.
• Can demonstrate strong knowledge of all major social media platforms – you have a history of growing social media profiles and accounts
• Understands how to make content work for different audiences and different platforms
• Ability to identify response opportunities for clients on social, an intuition of when to escalate/engage further
• Monitor marketplace trends, opportunities, and vulnerabilities to maneuver the dynamic competitive landscape.
• Engage with our audiences across our social channels (Discord, Facebook, Instagram, Twitter, LinkedIn, YouTube, Pinterest) in real-time:
• Conduct ongoing channel monitoring, content scheduling, and engagement activities for our audiences, fans and influencers.
• Produce online events to engage our community
• Show an increase in community engagement year over year, through:
• Increase social media comments and engagement within social media community groups (i.e. Facebook groups).

Pay: $69,300 - $90k, plus bonus

SHEIN Benefits and Culture:

• Healthcare (medical, dental, vision, prescription drugs)
• Health Savings Account with Employer Funding
• Flexible Spending Accounts (Healthcare and Dependent care)
• Company-Paid Basic Life/AD&D insurance
• Company-Paid Short-Term and Long-Term Disability
• Voluntary Benefit Offerings (Voluntary Life/AD&D, Hospital Indemnity, Critical Illness, and Accident)
• Employee Assistance Program
• Business Travel Accident Insurance
• 401(k) savings plan with discretionary company match and access to a financial advisor
• Vacation, Paid holidays and sick days
• Employee Discounts
• Perks (HQ Location)
• Free weekly catered lunch at HQ
• Dog-Friendly office
• Free Gym Access at HQ
• Free Swag Giveaways
• Annual Holiday Party
• Invitations to pop-ups and other company events
• Complimentary daily office snacks and beverages
• Free Shuttle Service from HQ to LA Union Station

SHEIN Distribution is an equal opportunity employer committed to a diverse workplace environment.