Senior Social & Community Specialist

Why this role

Evolve is on a mission to make vacation rental easy for everyone, and we're looking for a Senior Social and Community Specialist, to help accelerate our growth. This role will report directly to Senior Manager, Owner & Guest Support, and work closely with the marketing team (and the organization at large). 

The Senior Social and Community Specialist will be the eyes, ears, and voice of Evolve on various social and reputation management platforms, and will be passionate about building an engaged digital community of customers. This person will extend five-star hospitality to owners, guests, and service providers to create a welcoming space for everyone to connect. They will also take ownership of Evolve's review sites, continually iterating to make sure our external ratings match the service levels we provide. 

The ideal candidate for this role will become an internal Go-To SME (subject matter expert) who can leverage consumer insights gained from interactions online to help inform wider business decisions. They should have strong customer service skills, an analytical eye to spot trends and opportunities for improvement, and an ability to mediate conflict and support resolution efforts. Lastly, you should be comfortable saying yes to opportunities to own your impact, obsess over customers, and be ready to fully be yourself. 

What You Will Do

• Be the voice of Evolve online, building relationships, enhancing brand reputation, and driving advocacy with our community of owners, guests, and service providers 
• Proactively and reactively connect with prospective and active customers to answer questions, provide educational resources, and support business goals (i.e. NPS, CSAT, MQL, CPL, churn volume, etc) 
• Act as an SME (Subject Matter Expert) in partnership with our customer experience teams, working cross-functionally to provide support promptly while identifying opportunities to reduce costs to serve 
• Protect Evolve's brand online by identifying high-risk situations, notifying and collaborating with the appropriate stakeholders to mediate and achieve swift resolution
• Consistently analyze and distribute community data to identify opportunities to improve the customer experience, leveraging community management expertise to proactively make recommendations to identified stakeholders 
• Lead the management and growth of our online business profiles and app store page(s), proposing strategies to increase scores and generate positive reviews.
• Source and share user-generated content (UGC), testimonials, and customer stories with the wider marketing team to support content development and strategy
• Own publication process of organic social content and conduct performance analysis, providing strategic recommendations to drive higher impact that aligns with business goals 
• Research and identify potential opportunities to expand community platforms, provide marketing leadership with insights and anticipated impact 
• Collaborate with the Public Relations team to identify and escalate potential brand crises or negative PR situations by monitoring online conversations, flagging potentially damaging content, and providing support during crisis management.
• Collaborate closely with marketing, public relations, owner guest services, and product development teams to share insights and collaborate on strategies.
• Analyze the target audience's demographics, interests, and behaviors based on their social media activity.

What makes you a great fit 

• 4+ years of professional experience in social listening, community management, and/or a customer service-related role
• Advanced community management skills and up-to-date understanding and knowledge of best practices, including customer service, conflict mediation, and data analysis  
• Proficiency in community management tools like Agorapulse, Sprinklr, Brandwatch, Khoros, Sprout Social, and Zoho Social. 
• Strong ability to adapt and implement Evolve's brand voice in all customer interactions
• Strong understanding of algorithms associated with mainstream and up-and-coming social media channels, community platforms, and pop culture trends.
• Organized and detail-oriented with effective communication and time management skills
• Ability to work on multiple efforts simultaneously, shifting gears and re-prioritizing as needed in a constantly changing environment 
• Ability to work on both the creative and analytical side of marketing
• Availability outside of standard business hours, including weekends, as needed
• Strong project leadership and administrative skills.
• Expertise in using social analytics platforms and tools.
• Exceptional interpersonal skills and ability to operate in a matrix environment.
• Ability to operate with both urgency and precision in execution.
• Strategic and creative thinker with superior problem-solving skills.
• Self-motivated self-starter with proven capacity to take ownership and work independently.
• Analytical ability is required to derive impactful insights from extremely complex data.
• Specialized skills in visualizing data patterns and tailoring reports for diverse executive stakeholders.
• Savvy organizational influencers can drive the adoption of social insights across a decentralized organization.
• Values-based leadership presence that authentically models courage, excellence, equity, and joy.
• Maturity and professional discretion are required to handle confidential information.

Preferred but not required 

• Hospitality/travel industry experience 

Compensation

For this role our salary range is $69,000 to $91,000, depending on relevant experience.