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Sprouts Farmers Market, LLC

Online Community Specialist

Sprouts Farmers Market, LLC - Phoenix, AZ

Overview
The online community specialist engages with people posting company mentions/inquiries/complaints across Sprouts\u2019 numerous online channels, including but not limited to Facebook, Twitter, Instagram, Yelp and Google. The specialist uses multiple social media and customer service platforms to communicate in real time, serving as the voice of Sprouts. Superb writing skills are essential, and topics will include our merchandise, team members, values, policies and store locations, among other areas of the business. This individual must react with urgency to negative situations online that have the potential to escalate, and make quick decisions to mitigate the situation. They will be responsible for developing best practices for online community response, and are responsible for developing online community reporting standards. They will drive all social media reporting - qualitative and quantitative \u2013 and be responsible for explaining data trends to company leaders. They will execute online campaigns developed in partnership with social media influencers across the country, and develop content appropriate for Sprouts social channels. The specialist will be a member of the Corporate Communications (Public Relations) team within the Marketing/Communications department, and be closely aligned with the Customer Relations and Digital Marketing teams. They will participate in the cross-functional company Crisis team. This person will serve as the immediate supervisor to an online community coordinator. This is an excellent opportunity for someone who thrives in a fast-paced environment is interested in growing a corporate career in communications and/or marketing.
Essential Functions

Proactively engages with and responds to customer inquiries and complaints across numerous online channels in a prompt, professional, and friendly manner
Strong writing skills are essential; verbiage and tone must align with Sprouts\u2019 brand voice and discretion must be used based on topic and platform
Identifies, engages with and de-escalates priority issues; makes quick decisions to resolve cases
Develops online content for Sprouts\u2019 social channels
Identifies and engages with social influencers and communities to drive brand awareness
Manages surprise and delight engagement campaigns for customers and foodies
Night and weekend engagement/response required
Develops best practices to mitigate sensitive issues and inform appropriate partners across the company
Utilizes various software platforms to monitor and respond to social activity
Develops best practices and builds accurate reports to measure performance and identify trends and presents to senior leadership for analysis and operational feedback
Develops process improvements for team and trains others company-wide; educates team members on social media best practices
Leads social media component of company crisis plan
Researches required information using accessible resources, helps develop new messages for customers
Communicates and effectively partners with internal departments and senior leaders, and represents the team in a helpful and professional manner
Manages third party platform relationships (Facebook, Yelp, Yext) to remove illegal representation of the Sprouts brand
Proactively monitors industry trends and best practices and ensures Sprouts adheres to accepted industry standards
Obtains and evaluates all relevant data to handle complaints and inquiries, must take in data from various sources at times and make quick judgement calls
Develops social/customer relations training for stores and presents as needed

Knowledge, Skills, Abilities and Physical Requirements

Minimum two years of experience in social media, digital marketing, customer relations, public relations or related field
Previous online community experience highly preferred
Experience with Social Studio, Yext, Radian 6 and Service Now a plus
Bachelor Degree or Associate Degree in a relevant field required
Requires high energy, resilience, excellent time management skills, and the ability to prioritize and multitask
Must enjoy helping people, have a patient, tactful manner and a good memory that allows for recalling priority protocols and product details, policies and procedures
Strong written communication skills and the ability to adequately and completely respond to customer inquiries
Strong and quick decision-making and analytical abilities
Available nights and weekends as appropriate
Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse
Ability to understand the customer\u2019s needs quickly and develop appropriate response strategy
Strong work ethic and team player mentality
Strong understanding of major social media channels, including Facebook, Twitter, Instagram, Yelp, etc.
Proficiency in Microsoft Office, including Word, Excel, PPT and Outlook

Benefits
In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

Competitive pay
Opportunities for career growth
15% discount for you and one other family member in your household on all purchases made at Sprouts
Flexible schedules
Employee Assistance Program (EAP)
Eligibility requirements may apply for the following benefits:

401(K) Retirement savings plan with a generous company match
Affordable benefit coverage, including medical, dental vision
Pre-tax Flexible Spending Accounts for healthcare and dependent care
Company paid life insurance and short-term disability coverage

Why Sprouts
Grow with us!
 
If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer\u2019s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts\u2019 management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.
 
SM123
CB123

7 days 8 hours ago

Sprouts Farmers Market, LLC

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Online Community Specialist Sprouts Farmers Market, LLC - Phoenix, AZ, United States

   

Location: Phoenix, AZ

Company Profile:
For nearly 70 years, the Boney Family has been synonymous with fresh produce, great prices and old-fashioned customer service. And today those family values are alive and well at Sprouts Farmers Market, the latest and most successful iteration of a business that began with very humble roots.