Digital Community Moderator II
Posted Date: Feb- 5-2020
Job ID: 16830
Job Type: Full Time
Job Function: Marketing
Store: REI Headquarters is moving to Bellevue, Spring 2020!
What's cool about this job
Love the co-op? Love the outdoors? Have deep outdoor gear expertise or know great places to camp, hike, run and bike? As a Digital Community Moderator in REI’s new community, Conversations, you will combine your expansive expertise in outdoor places and gear with your collaborative skills to help REI members spend more time outside. You will work independently, relying on your critical thinking and problem solving to respond to issues as they arise, network with cross-divisional partners here at REI to craft co-op-worthy responses, and bring new community strategies to life as we grow this innovative program. You’ll leverage your excellent written communication skills to communicate effectively and rely on your tenacity to handle difficult scenarios that may arise in the community. If this sounds like you, come join the small, but growing, Digital Community team as a moderator in this visible and impactful role!
Community moderation involves daily interaction with our digital community members on the rei.com platform to create a welcoming environment where our customers can connect to one another and REI. When taken in a broader context outside of just the REI digital community, “moderating” involves listening, escalating and responding to content on company-owned and controlled social sites, such as a community forum, news site, live event, or a brand's social media space like Facebook, Instagram, Twitter, etc. The primary focus for this position will be moderating REI’s digital community, Conversations.
The ideal candidate has a passion for the outdoors and a deep level of existing product expertise, with an innate level of curiosity and initiative around expanding their current knowledge of gear, expertise, experiences and where to go. They understand the dynamics of online communities, and understand how, in this context, to build REI’s brand. This person must have excellent written communication skills without heavy reliance on software programs – grammar, punctuation, spelling and “clean” writing are a must! In addition, this person will partner closely with various teams across digital, retail, merchandising, brand stewardship and impact and marketing, so an ability to collaborate successfully is essential.
This position requires a high level of dedication and flexibility. Adaptability and quick thinking are crucial to the health of online communities. You may be asked, at any time, to jump online for off-hour assistance. As a Community Moderator, you can expect to be the first line of defense for most issues that arise, which means that the ideal candidate will need to maintain a “thick skin” and a professional, but neutral, stance when engaged. Further, the moderator works cross-divisionally to develop, grow and support the online community, from a day-to-day perspective and strategically over longer periods of time.
Finally, in partnership with the Community Manager, the moderator is responsible for bringing new community strategies to fruition and achieving identified KPIs that help measure the success of REI’s growing community. This work includes creativity, resourcefulness, successful cross-divisional partnership, effective collaboration, and positive communication.
⏵ Day-to-day moderation of the REI digital community, including triaging of customer support level inquiries, answering product/place questions, enlisting assistance from SMEs across the co-op for more difficult questions, connecting the “right” people to issues that arise in the community, etc.
⏵ Utilize independent judgement with high level decision quality and understanding of when to escalate
⏵ Discover and report potential issues, risks, and concerns that arise in the community and participate in issue resolution with the community manager and BSI team
⏵ Communicate with community users in a timely, respectful and engaging way that matches the best of our green vest customer service?
⏵ Build strong relationships with customer service partners and support program manager with education to the broader organization on the role community management plays in meeting our business objectives
⏵ Work with social media team on issues that cross between digital community and social media
⏵ Work with internal stakeholders to improve the flow of information/content coming into the community
⏵ Partner with merchandising, retail, experiences and BSI teams to understand how they connect people to the outdoors, as well as integrate with our social media team to understand how they’re engaging daily with our social community
⏵ Contribute to strategy development in partnership with the Community Manager, bringing new strategies to life that will grow the community member base and use the digital community to connect our customers to REI, to the outdoors, and to one another
⏵ Identify and engage online community and super users by analyzing and responding to content on company owned and controlled social sites, such as a community forum, news site, live event, or a brand's Facebook page?
⏵ Manages the development of marketing program plans, both customer and employee-facing, in support of respective Annual Marketing Plans
⏵ Evaluate partnership opportunities, including potential influencers, to introduce into the community, ensuring they are in-line with REI’s core values
⏵ Support internal partners with execution, incident or topic-based recaps, including KPI-based analysis where available;?
⏵ Partner with community manager by analyzing program performance, optimizing the program with insights and sharing results with stakeholders; KPIs to be monitored and addressed include (but are not limited to): completed registrations, partial registrations, overall traffic, unique visitors, content posts and replies, etc.
⏵ Participate in creative development process with program managers for deliverables which support community engagement
⏵ Support management of external agency and/or vendor relationships to optimize value for REI
⏵ Be an expert on the back-end functionality of the community platform with the ability to troubleshoot issues that arise, working closely with 3rd party platform provider (Khoros) as an administrator of the community
⏵ Participate in evaluation of partnership opportunities and proposals for strategic relevance and business needs
⏵ Manage relationships with internal stakeholders from concept through delivery of community marketing programs
⏵ Train, engage with and provide feedback to trained community employees (Green vests, Store Managers, BSI, Merch, Co-op Brands, Used/Rentals), ensuring their participation in the community is reflective of the training provided
⏵ Substantial understanding of a wide variety of outdoor industry products with a strong baseline in all categories sold at REI, trends and communities, and passionate about a life outdoors
Bring your passion and expertise
⏵ 3+ years working in a professional environment, effectively solving custo