Marketing & Customer Experience Specialist (Review & Social Media Management) - ZR_18451_JOB

This is a remote position.

Schedule: Monday-Friday, 8:00AM-12:00PM California Time

We are seeking a dynamic and experienced individual to join our team as a Marketing & Customer Experience Specialist. This role is ideal for someone who thrives at the intersection of customer engagement, online reputation management, and social media strategy. If you excel in managing customer reviews, curating content, and fostering organic interactions across social platforms, we want to hear from you!

Key Responsibilities:

1. Review Management:

• Actively monitor and manage customer reviews across multiple platforms.

• Coordinate with the Customer Experience (CX) team to respond to customer reviews in a timely and professional manner.

• Collaborate with Marketing to boost positive reviews and address challenges constructively.

2. Review Curation & Publishing:

• Curate and edit standout customer reviews to publish on our website and social media.

• Ensure reviews are integrated seamlessly into our Shopify store, enhancing the customer journey.

3. Social Media Engagement:

• Manage and respond to Direct Messages (DMs), Private Messages (PMs), comments, and organic interactions across social media platforms.

• Coordinate with the Marketing team to ensure responses align with the brand voice and goals.

• Monitor social sentiment and provide insights to the CX and Marketing teams to improve engagement strategies.

• Create and execute organic engagement tactics to foster a positive and active online community.

4. Platform Monitoring & Analytics:

• Maintain a constant pulse on key review platforms (e.g., Trustpilot, Google Reviews, and others) and social media platforms, providing insights and analytics to the team.

• Track metrics to analyze review and social media performance, offering actionable insights for improvement.

5. Cross-Team Collaboration:

• Serve as the liaison between CX and Marketing teams to ensure alignment in review management and social media strategies.

• Provide hands-on support to CX agents in crafting impactful responses to reviews and social media interactions.

6. Shopify Web Skills:

• Edit and publish reviews on our Shopify site, ensuring consistency with brand tone and design.

• Troubleshoot and optimize the Shopify interface for displaying customer reviews.

Requirements

Qualifications:

• Proven experience in Marketing, Customer Experience, or a related field.

• Strong understanding of review management and online reputation strategies.

• Familiarity with social media platforms and best practices for engagement, including replying to DMs, comments, and fostering organic interactions.

• Experience with Shopify or similar e-commerce platforms (basic web editing skills required).

• Excellent communication and coordination skills to work across teams.

• Detail-oriented with a strong sense of brand voice and customer engagement.

• Self-motivated, organized, and able to manage priorities in a fast-paced environment.

Preferred Skills:

• Previous experience managing customer reviews and/or social media for a company or brand.

• Proficiency in data analytics tools to track and report review and social media performance metrics.

• Background in enhancing online reputation strategies.

• Experience with social media management tools like Hootsuite, Sprout Social, or similar platforms.