Coordinator, Social Media (Community Management)

Job Title: Coordinator, Social Media (Community Management)

Division: LUXE - Kiehl's Since 1851

Supervisor Title: Assistant Manager, Social Media

Location: New York City (435 Hudson St)

FLSA: Exempt

Job Summary

• Serve as the Community Manager across all social platforms by reactively and proactively engaging with fans, followers and influencers in a timely manner (Tik Tok, Facebook, Instagram, Twitter, Pinterest, YouTube).
• Collaborate with internal Customer Care team to guide customer service engagement best practices.
• Alert critical customer complaints to internal customer care team and assist with problem solving.
• Manage day-to-day "always-on" organic social media content scheduling.
• Act as the social copywriter for organic social content. You will be the voice of the brand on social!
• Curate User Generated Content (UGC) for social media channel usage.
• Moderate and execute prizing for social giveaways/contests.
• Communicate with Sales team on upcoming retailer events and create appropriate posts to support.
• Report on social KPI’s using Sprinklr.
• Prioritize social listening to inform wider team of opportunities to create nimble social content.
• Stay up to date on new social media platforms, tools and best practices with the confidence to present important developments to the internal team.
• Work closely with all departments across the brand to support strategic, engaging social campaigns and experiential activations that require social support.
• Maintain 100% Reply Rate across social channels, monitoring on a weekly basis.
• Meet regularly with key cross functional partners (eComm, paid media) to stay updated on upcoming promotions and media spends that will impact our social community.
• Prepare social FAQ documents for launches and key social moments (holiday, Pride)
• Work closely with the DMI and Education teams to answer questions about our products
• Lead and execute surprise & delight (community sampling) opportunities.
• Review influencer DM requests received via social and share top talent with the Influencer Manager
• Live in the social ecosystem, stay on top of emerging trends in the landscape.
• Support Assistant Manager with external content shoots and local informal always on content.
• Maintain the “Content Kit”, ensuring all product and propping is ready to go for external content shoots and local always on shoots. Help source propping for upcoming shoots.
• Support Kiehl’s internal employee content creation program, brainstorming content ideas, attending bi-weekly meetings, and organizing content submissions.
• Be on-site at VIP events to help with set up and capturing content during the event.
• Submit product requests for social media needs.
  
  

Job Qualifications

• Bachelor’s Degree.

• 1-2 years’ social media experience.
• Customer Service experience desired.

• Knowledge and experience with major social media platforms required.
• Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team.
• Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to occasionally work outside standard hours
• Ability to take direction and understand Kiehl’s Since 1851’s mission and social identity.
• Understanding of how to pull social media analytics (experience with Sprinklr desirable) and report insights back to management.
• Report back to Assistant Manager to funnel insights into content creation strategy.
• High level of organization, attention to detail and positive attitude.
• Interest in beauty, fashion and/or lifestyle brands

• Exceptional writing skills, with a go-getter attitude, to positively engage with both consumers and influencers.
• An understanding of influencer marketing desirable.
• Excellent problem solving ability.
• Advanced proficiency in Microsoft applications including PowerPoint, Word and Excel
• Ability to sit and use normal office equipment (phone, computer etc) more than 90% of the day.
• Ability to lift up to 30lbs.
• Ability to travel when needed.
  
  

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected] . Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.