glassdoor sales-marketing consumer care leader / social media community manager

Consumer Care Leader / Social Media Community Manager

At King’s Hawaiian, we provide irresistible Hawaiian foods made with the Aloha spirit to our consumers. For nearly 70 years we have been delighting families with our extensive variety of bread products, building the King’s Hawaiian brand into a household name synonymous with deliciousness, togetherness and fun.
We are currently building a world-class dedicated Consumer Care Center (CCC) with the mission of helping to bring us closer to our consumers, better and faster than ever before. This team will be on the pulse of our consumers, helping to answer any questions, communicate socially, and to get to know our consumers through continuous, two-way conversations.
The CCC has two main missions: providing “above and beyond” consumer care that leads to consumer advocacy, and gaining insights about our consumer to how, when and why they use our products so that we can better serve them. Positive word-of-mouth has always been a strength of King’s Hawaiian and our CCC is the frontline voice of the brand and can have a huge influence on consumer sentiment. The CCC will provide immediate, real-time responses to consumer-generated communication, whether consumers contact us through the call center, email, our direct-to-consumer eCommerce website, or social media platforms. In addition, the CCC will initiate proactive contact with potential influencers – all in the spirit of generating positive word-of-mouth media value for the brand. To gain consumer insights, the CCC will continuously ask priority research questions and listen to ongoing conversations to identify potential trends.
The Consumer Care Manager will be responsible for creating this world-class level of service, incorporating the CCC into marketing programs and innovation, and ensuring that the voice of the consumer is center to everything we do. The Consumer Care Manager will lead a team of two to three direct reports.
The role will report to the Director of Insights and Consumer Conversations, and is based in our Global HQ in Torrance, CA.
Job Responsibilities:•Oversee all direct consumer interaction, including social media, phone, mail, and other digital mediums.
•Ensure that new ways to make consumers feel special are identified and implemented within the overall consumer care plan.
•Work with the marketing team to ensure consistent consumer communication regarding marketing initiatives and branding.
•Represent the voice of the customer internally by leveraging consumer conversation data to inform the brand team about consumer needs, trends, concerns and other relevant information that could inform brand direction.
•Work with the innovation team to track new product feedback and provide support and communications for new King’s Hawaiian innovation launches.
•Oversee mass consumer outreach in the form of the King’s Hawaiian consumer care mail-out programs, as well as manage all King’s Hawaiian giveaway sourcing.
•Assess and optimize consumer care team workflow and technical requirements with the intent of constantly improving how we interact with our consumers.
•Create monthly reports for the department, analyzing all consumer interactions with the brand.
•Track all consumer communication through digital tracking tools.
•Manage consumer care budget.
Skills/Work Experience:•Experience with social media and digital community management.
•Prior consumer care leadership experience preferred, but not mandated.
•Demonstrated ability to proactively find ways to positively engage consumers in brand conversations.
•Exceptional interpersonal skills and customer service orientation, including active listening and problem-solving skills.
•Experience with consumer conversation capture tools like Sprinklr, as well as CRS systems like WilkeGlobal a plus.
•Experience with influencer marketing and generating word-of-mouth.
•Proficiency in consumer care KPIs, tracking and online analytics.
•Strong knowledge of current digital media trends, and communication strategies.
•Exceptional written and oral communication skills.
•Ability to work in a team environment and communicate clearly.
•Self-starter with strong initiative.
• Ability and desire to manage and mentor others.
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