Customer Community Specialist

Cart.com
Austin, TX
30+ days ago
Cart.com
Cart.com
cart.com

Job Description

About Us:

Cart.com
is an ecommerce software, services, and brand holding company on a mission to democratize ecommerce and give digital merchants the freedom to grow. We are integrating all the pieces of the ecommerce value chain brands need to thrive, creating a truly end-to-end Ecommerce-as-a-Service platform that helps third party brands (and a few of our own) move faster, grow later, and deliver on their promises more completely.

The Customer Community Specialist will oversee the management of the Cart.com customer community from strategy through execution, working closely with cross-functional teams and business stakeholders to define, develop, and execute community related initiatives.
This brand new role will live in Corporate Marketing, on our Content Marketing team, reporting to the head of Content Marketing.
This role is highly cross-functional, requiring partnership with fellow marketers and colleagues in product, engineering, sales, customer experience and more.

Responsibilities:

    • Design, configure, and continually optimize the Cart.com community digital experience (and how that may extend to offline programming in partnership with the Corporate Marketing team)
    • Moderate, listen and engage regularly with our amazing community members, providing them with any support and resources they need, activating the community around a shared mission
    • Cultivate a sense of trust, care, well-being, inclusiveness, and belonging in the community
    • Develop and implement internal and external community advocate programs to motivate and incentivize top community contributors
    • Develop and maintain a comprehensive set of community guidelines and policies
    • Monitor community health and produce reports on relevant issues and outcomes
    • Represent the voice of our community in cross-departmental communications, sharing trends, pain points, and sentiments
    • Understand how to manage difficult situations within the community with tact and to escalate when appropriate
    • Identify sources of churn in the community and come up with creative ways to reduce churn
    • Meet regularly with internal stakeholders providing community insights, updates and guidance on ways to engage with the community
    • Develop and manage a robust community content strategy ensuring accuracy and relevancy of content and messaging

Experience:

    • 3-5+ years of related community management experience building, managing and scaling online communities
    • Empathy, you understand community feedback and will put yourself in their mindset and make actionable decisions based on it
    • An interest in Cart.com and our mission
    • You have worked with cross-functional teams (Marketing, Product Management, Customer Success) to plan and execute supporting community activities
    • Excellent teamwork and written/verbal communication skills
    • Strong interpersonal skills, ability to develop relationships and communicate with all levels of the organization and with outside groups
    • You are able to manage deadlines and work collaboratively in a fast-paced, highly dynamic environment; highly organized, with the ability to work with multiple teams in different countries
    • You are comfortable with ambiguity
    • Maturity to prioritize and understand where to introduce new processes without slowing things down
    • ‍A strong generalist, you can seamlessly shift gears between different working styles and regularly learn new processes
    • Passionate about being a community and customer advocate with a willingness to go the extra mile to serve our customers
OUR CORE VALUES:

These aren’t just buried somewhere in an employee manual. We live and breathe them. They are on the walls and live in our hearts. They come up constantly in conversations and actions. They govern the decisions of the newest hire all the way up to our CEO:
WE ARE OBSESSED WITH BRANDS
We live for brands and are fanatical about their success.
WE THINK BEYOND THE BOX
We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.
WE DON'T GIVE UP
No one expected this to be easy. We are resilient— we dig in and keep going.
WE SPEAK UP
Every person here has an obligation to question norms, voice concerns, and offer their perspective.
WE WORK TOGETHER
We work with integrity and respect, ask for help, and extend the same help to others.
WE ARE HUMAN
Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.

Cart.com is deeply committed to building a diverse and inclusive workplace. We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

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Source

https://www.indeed.com/jobs

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