JOB TITLE:? Sr. Manager - Community + Retention REPORTS TO:? Chief Marketing Officer DIRECT REPORTS: ?Customer Service and Community Management teams LOCATION:?? New York, NY (can be flexible) Hiring contact: ?Tesheia Vanderhorst (vanderhorst@vmgpartners.com) SUMMARY At Briogeo, our community is extremely important to us. We need a leader of our direct-community connection teams to build a client-first strategy and culture. This will require an always-on approach and quantifiable and measurable results over time. This role will work closely with both the Brand Marketing and eCommerce team to build strategies to cultivate a VIP network of influencers, clients, brand fans and partners to maximize brand love and loyalty. The purpose of this role is to 1) Build customer loyalty and community through leading the customer support team’s day-to-day operations and productivity through thoughtful strategic planning and passion for customer-centricity. 2) Develop brand awareness and engagement through strategic product seeding and relationship management initiatives 3) Create and implement a VIP customer loyalty strategy that focuses on retaining and developing relationships with our most loyal customers, consolidating the data obtained and leveraging the analysis to further engagement with the brand. 4) Serve as a direct liaison to
and from Briogeo’s customer community and internal corporate community to help promote positive engagement and collaborative relationships.
Essential Functions and Responsibilities
Customer Relationship Management (CRM)
? Establish a Briogeo community building strategy plan, with focus on for growth of customer relationships, influencer partnerships & engagement rates. ? Create and oversee a customer loyalty strategy to drive retention of our most loyal clients ? Develop a strategy for enhancing participation within our customer loyalty rewards program ? Recommend and implement process and technology improvements. Build, test and learn new programs meant to enhance our outreach strategy ? Develop initiatives to take the conversation offline by organizing “meet-up” events for influencer partners and VIP customers ? Oversee team KPIs and monitor analytics/performance of customer engagements, community building and influencer partnerships, while making real-time and long-term optimization improvements ? Monitor, analyze and generate regular reporting on social media feedback and sentiment.
Customer Service
? Develop customer service guidelines, responses and processes to monitor, maintain, & strengthen client communications in line with the brand’s voice and personality ? Manage reporting and track progress against key metrics, like response times and engagement rates
Ambassador Program
? Work with team to structure the objectives and strategy for creating a Brand Ambassador Program, including: ? Converting VIP Briogeo customers, influencers and loyalists into an official Briogeo Brand Ambassador ? Creating materials and training team on the execution of the strategy ? Setting KPIs and metrics for performance
Qualifications:
? Passionate about client satisfaction and retention and obsessive about community-building ? Requires 5+ years of management experience in a similar position ? Bachelor's degree from an accredited university ? Proven personnel management experience ? Capacity to execute and deliver quick wins and mid/long term goals ? Outstanding Leadership and people management skills, able to motivate and face challenging situations ? Digital minded and has experience driving change that instills focus on customer satisfaction by continuously improving services, processes, systems and collaborative capabilities ? Approach work objectives with a sense of urgency and passion, and a dedication to exceed performance expectations ? Excellent problem solving and interpersonal skills ? Analytical skills with an ability to clearly translate results into actionable insights ? Strong business acumen, self-directed, and motivated ? Excellent written, verbal and presentation skills
WHO WE ARE:
Briogeo is currently the fastest growing hair care product line at Sephora and has taken the prestige hair care world by storm through introducing clients to an assortment of clean - yet effective - hair care products for all hair texture types. Briogeo has won numerous awards, including accolades from Allure Best of Beauty / Reader's Choice, O'? The Oprah Magazine,
Seventeen Magazine, Essence Magazine, New Beauty, and recently won a coveted award for Best Indie Hair Care Brand by CEW.
OUR POINT OF VIEW:
Briogeo was inspired by a family tradition of making natural beauty products at home and the belief that beautiful hair shouldn’t be compromised by harmful ingredients. Derived from the words "Brio"? meaning “full of life” and "Geo"? representing “earth and nature,"? the brand has taken natural hair care to a new horizon by combining carefully-selected, plant-based ingredients that deliver visible, measurable results. Free of SLS, parabens, sulfates, phthalates and silicones, each texture-specific formula is infused with the finest blends of natural plant and fruit extracts, oils, antioxidants and hair-healthy vitamins to bring out the beauty and vibrance in all hair textures.
WHERE WE ARE:
Briogeo currently retails globally, including U.S.A., U.A.E, South East Asia, Canada, Hong Kong, Europe/UK, and Africa. Briogeo products are sold worldwide in prestige retailers such as Sephora (over 250 stores), Net-a-Porter, Anthropologie, Nordstrom, Bloomingdales, Cult Beauty, and several prestige beauty independents.