Social Customer Service Supervisor – Social Media & Ratings/Reviews

by | Jan 17, 2024 | Uncategorized

t Nespresso we place people and specialty coffee at the heart of what we do. As part of our team, you’ll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We’re committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with first-rate opportunities to push the boundaries of coffee exploration.

Job Description: 
 

The Social Customer Service Supervisor will be responsible for constantly monitoring Nespresso USA’s Social Media and Ratings & Reviews channels to ensure consistent communication and engagement with the community; encourage loyalty and foster conversation around the brand. This role will generate reports to measure the success of the various tactics, programs and initiatives, define best practices and recommend future actions in line with the Social Media strategic plan & CRC OMP. This role will also ensure customer satisfaction through timely responses and KPI adherence, escalating any issues to the appropriate internal teams. 
 

The Social Customer Service Supervisor is also a People Leader role so you will also train, coach, evaluate and develop team in alignment with succession planning and individual career growth. This role will also serve as the super user and subject matter expert within the Customer Contact Center for Social Media customer service platforms and technologies. This is a remote-based opportunity and full flexibility including weekdays and weekends are required. This is not a Social Media Marketing or Social Media Management position.  

Responsibilities: 

Daily Digital & Social Media Team Operations

•    Acts as Manager in absence of Digital and Social Media Customer Service Manager.
•    Communicate and coordinate customer service, production and strategy/planning teams ensuring that community strategy supports overall brand goals and objectives.
•    Monitor and review content plan and strategy to anticipate and communicate the potential impact of Social strategies on Customer Relations Center and customers.
•    Assist with creation, conception and presentation of Social Media strategy and integrated marketing campaigns and its impact on the operation; accomplished through attendance at key cross-functional meetings such as Weekly Marketing Status, harnessing the communication and alignment between Marketing and CRC.
•    Oversee the day-to-day operation, ensuring adherence in achieving KPIs across both the Digital & Social Media teams.
•    Provide Manager Consumer Engagement Services with observed insights, business learnings, analysis, and trends gathered from customer contacts on social platforms.
•    Fulfill additional asks from Manager Consumer Engagement Services as needed. 
•    Cross-functionally liaise with other departments/teams as needed, including but not limited to Quarterly IRT sessions, WORs, Weekly Huddles and quality updates.
•    Ensure timely resolution of escalated customer contacts through defined internal procedures.
•    Maintain consistent, daily awareness of SL across all digital and social touchpoints, working with operations supervisors and analyst to quickly pivot resources across any Digital and Social Media touchpoint as needed. Included but not limited to Live Chat, Email, Trade R&R, .com R&R, Yelp, Amazon, FB, iG, Twitter(X), YouTube, Pinterest, LinkedIn, etc.
•    Maintain consistent, daily awareness of team schedules; work in collaboration with B2C Social Media Lead around schedule creation, PTO coverage and additional ad-hoc scheduling tasks. 
•    Ensure proper timekeeping polices and procedures via KRONOS and Teleopti.
•    Ensure adherence to timekeeping and attendance policies for self and team. 
•    Supports Digital & Social Media Leadership Team across all digital and social touchpoints.
•    Oversees social media engagement platforms, people management, day-to-day social media operations, and tools.

People Leadership: Coaching, Training & Development 

•    Assess, evaluate and coach team in achieving their KPIs and navigating the social platforms and platform issues through monthly engagement feedback sessions.
•    Ensure follow-up adherence by performing monthly spot checks and delivering feedback.
•    Review performance goals and development plans through monthly 1:1’s and bi-annual reviews (mid-year, end of year), logged and tracked via Success Factors.
•    Review and develop quarterly action plans based on feedback received via Pulse Survey.
•    Develop People Leadership KPIs in alignment with HR framework and alignment with Direct Line Manager.
•    Incorporate an ICAN culture and safety mindset through consistent reinforcement in monthly team meetings.
•    Ensure BCP through completion of successful cross-training in all digital and social touchpoints.

Platform Management & Moderation 

•    Attend all global Super User meetings for the social media customer service platforms (including Sprinklr for Twitter, Facebook, Instagram and YouTube and Bazaar Voice for reviews)) to remain up-to-date on new features, known issues, and best practices when using the platforms, and relay information to team and CRC management. Bring forward ideas, suggestions and known issues for discussion and resolution. Share tool expertise with global community as voice of US Market.
•    Act as main point of contact in the US for flagging troubleshooting errors on the social media platforms, interfacing with both US end users and global technical support teams. Escalate issues to HQ/IT/ and MSE via Workplace.  
•    Work in collaboration with team to bring forward requests for development of new Sprinklr features and assist HQ with testing and rollout. Train US Market end user population on their application and usage. Maintain and update file regarding market licensing requests and forecasting.
•    Assess new and emerging social media platforms for potential engagement integration within Sprinklr.
•    Summarize volumes, insights and conversations via existing forums (daily, weekly and monthly operational reviews; monthly reporting deck) to create actionable, operational reports that lead to optimization and efficiency in performance.
•    Monitor comments and complaints in a quick and timely manner with the ability to identify trends, influencers as well as spot warning signs / potential crises. Summarize and brief CoE Leadership and defined stakeholders regarding Hot Topics.
•    Respond to comments, when appropriate, with fresh and engaging content to foster positive engagement, build brand loyalty and add value to the customer experience. Know and understand the communities on each platform and nuances.
•    Knowledge, understanding and adherence to all Customer Relational Center Procedures and Protocols.
•    Brand expertise on products and services.
 

Requirements: 

•    Bachelor’s degree in Business Administration, Business Management or in a related field required. 
•    5+ years of experience in Social Media Management within a Customer Contact or Call Center required.
•    3+ years of People Leadership experience managing, coaching and developing employees required. 
•    Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required. 
•     Experience utilizing established and emerging Social Media platforms including Twitter (X), Facebook, Google+, Foursquare/Swarm, Instagram, Ratings & Reviews, Yelp and other platforms required. 
•    Must have excellent communication (oral and written), organizational, teamwork and stakeholder management skills (ability to build and maintain cross-functional stakeholder relationships). 
•    Must be detail-oriented, possess the ability to deliver results through others and must have strong time management skills. 
•    Understands the ‘always-on’ mentality to Social Media. 
•    Willing and able to work under pressure to meet tight deadlines with minimal supervision. 
•    Must have full availability weekdays and weekends to include mornings, afternoons and evenings. 
•    Experience in Social Media crisis management and exposure to Sprinklr systems is preferred. 
•    Current or prior Project Management experience a plus. 
•    Willing and able to travel up to 10% based on the needs of the team and the business. 

The approximate pay range for this position is $65,000 to $80,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.

Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.  Incentives and/or benefit packages may vary depending on the position. APPLY HERE

Senior Digital Marketing Analytics Professional

by | Jan 17, 2024 | Uncategorized

Humana’s Primary Care Organization (PCO) is seeking a talented Senior Digital Marketing Analytics Professional to join working remote nationwide. As a Senior Digital Marketing Analytics Professional you will be an important part of the Digital Marketing team and vital to the success of the PCO. We’re looking for a customer-centric and innovative leader with a passion for all things digital who will act as an advocate for personalized experiences across the united digital experience.

What you’ll do

Reporting to the Director of Digital Marketing, this role is responsible for contributing to the agile development and implementation of digital communications that assist with lead generation, nurturing, and conversion. A key part of this role will be creating patient and agent-focused Salesforce Marketing Cloud email strategies. Using data and analytics, this person will identify opportunities and develop strategies and actions to improve email and journey marketing campaign performance, delivering growth and better experiences for our customers. Additional responsibilities include identifying e-mail communication opportunities by collaborating with key internal stakeholders and conducting A/B testing for further optimization. This role will work with internal and external agencies to develop e-marketing content and material and will influence the department’s overall digital strategy.

You’ll make an impact as you…

  • Develop email, SMS and direct mail journeys for prospective patients within different stages of the conversion funnel
  • Structure and deploy digital communication A/B testing
  • Collaborate with PCO IT and vendor partners to write business requirements and user stories
  • Act as a liaison between multidisciplinary teams to collaboratively delivery digital messaging in initiatives that are aligned with goals and business objectives
  • Create compelling and segmented audience experiences by translating customer personas to drive marketing objectives
  • Ensure all digital marketing is on-brand, consistent in voice and tonality 
  • Analyze data and seek out additional funnel messaging opportunities in order to deliver the most business value
  • Assist with creation of leadership-level presentations and reports in order to give visibility to recent accomplishments and showcase results

You’ll sweep us off our feet if…

  • You have solid digital and technical marketing mastery, strategic thinking, and strong project management capabilities
  • You are an action-oriented, self-starter with strong organizational skills who is thorough and always follows-through
  • You enjoy working collaboratively with others and are flexible and enthusiastic
  • You provide trusted counsel on technical approach, content and design strategy and marketing direction, target audience development, and brand positioning
  • You can manage multiple projects from concept to completion, drive strategy and execution, and collaborate with PCO IT/Technology, cross-functional marketing teams, and senior-level leaders
  • You have superior planning skills and the ability to anticipate problems and develop a plan of action to prevent delays in projects and/or the department’s workflow
  • You understand the technical concept of communication platforms through final design and execution
  • You stay up to date with the latest platform technology enhancements, changes, community updates and digital competitive communications

Use your skills to make an impact
 

Required Qualifications

  • Bachelor’s degree
  • 3+ years digital e-mail marketing experience
  • Minimum 1 year of experience gathering and documenting requirements (Salesforce Marketing Cloud, Adobe Campaign, Oracle Marketing Cloud/Eloqua, IBM Experience One (Unica), Monday.com, Genesys, and/or Adobe Experience Cloud)
  • Experience building, deploying, and testing responsive CRM email, push notifications marketing campaigns
  • Strong understanding of email, SMS/Text and mobile app messaging strategy and legal parameters for use 
  • Experience managing list segmentation, cleansing and QA
  • Experience in preference center management and email subscriber list best practices
  • Proven track record of utilizing data analytics to identify performance trends and define business opportunities
  • Strong, demonstrated skills leading, influencing and collaborating with cross-functional teams
  • Strong, demonstrated project management skills

Preferred Qualifications

  • MBA or Master’s degree a plus
  • Salesforce Marketing Cloud certifications including Marketing Cloud Developer and Marketing Cloud Email Specialist
  • Experience in Salesforce Health Cloud
  • Experience with CSS, HTML, Javascript and SQL
  • Implement complex coding (e.g. dynamic email content, AMPscript) and advanced automation journey logic based on the feature / project requirements
  • Past responsibilities in ownership of email subscriber audience list management and data hygiene
  • Participate in QA and reporting on email performance and customer data
  • Participate in front-end development building Cloud Pages utilizing HTML, CSS, JavaScript and AMP Script
  • Deep understanding, experience and ability to troubleshoot and resolve Mobile SDK, SFMC API or Automation triggered Email/Mobile Push Notifications issues
  • Direct mail production coordinated by journey deployment
  • Experience working in the healthcare industry
  • Prior Marketing Experience for a Fortune 500 company

Additional Information/Requirements

Remote Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

  • At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
  • Satellite, cellular and microwave connection can be used only if approved by leadership
  • Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
  • Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
  • Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:

  • Health benefits effective day 1
  • Paid time off, holidays, volunteer time and jury duty pay
  • Recognition pay
  • 401(k) retirement savings plan with employer match
  • Tuition assistance
  • Scholarships for eligible dependents
  • Parental and caregiver leave
  • Employee charity matching program
  • Network Resource Groups (NRGs)
  • Career development opportunities

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana’s secure website.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$76,800 – $105,800 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us
 

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. APPLY HERE

Social Media Intern

by | Jan 17, 2024 | Uncategorized

Teachable is a no-code platform for creators who want to build a more impactful business through courses, coaching, downloadable content, and community. With Teachable, creators can engage their online audiences and get paid—on their own terms. Today, tens of thousands of creators use Teachable to share their knowledge and, to date, have reached more than 46 million students around the world.

Are you ready to join a dynamic, cross-cultural team at an exciting turning point in our company’s journey? Now part of the global Hotmart Company portfolio, Teachable continues to take the creator economy by storm as a true industry leader. Together, Teachable and Hotmart are delivering market-leading products that prioritize creator control and flexibility, alongside meaningful partnership and support from our team. If you have big ideas, relish the chance to challenge convention, and deeply believe in the power of creators to shape the future, we want you on our team!

What is Teachable?

Teachable is a no-code platform for creators who want to build a more impactful business through courses, coaching, downloadable content, and community. With Teachable, creators can engage their online audiences and get paid—on their own terms. Today, tens of thousands of creators use Teachable to share their knowledge and, to date, have reached more than 46 million students around the world.

Are you ready to join a dynamic, cross-cultural team at an exciting turning point in our company’s journey? Now part of the global Hotmart Company portfolio, Teachable continues to take the creator economy by storm as a true industry leader. Together, Teachable and Hotmart are delivering market-leading products that prioritize creator control and flexibility, alongside meaningful partnership and support from our team. If you have big ideas, relish the chance to challenge convention, and deeply believe in the power of creators to shape the future, we want you on our team!

What is the role?

The Teachable marketing team is looking for an enthusiastic, creative social media intern to join our team for the 2024 spring semester (End of January to end of May). Our marketing department produces major virtual campaigns, social media content, editorial content, paid content, and more. We’re looking for a curious, empathetic, and driven intern to join the social media team and work on content creation and more for Teachable’s social media channels.

This intern should be prepared to work in a fast-paced team environment and will finish the internship having gained experience in social media strategy, content creation, and community management. You will report directly to the Senior Social Media Manager and can expect to gain social media strategy experience, basic graphic design practices, copywriting skills, and brand marketing experience.

In this role you’ll work remotely, enjoy a flexible schedule for students and get practical experience with with social media marketing, strategy, content creation in tech and the creator economy. There will be opportunities for shadowing, mentoring, and training opportunities with Teachable’s Senior Social Media Manager and Marketing team, as well as participate in company-wide events!

**We are unable to offer college credit at this time**

What You’ll Do:

  • Work alongside the team to create a plan for social media strategies monthly
  • Help create content as dictated by the monthly social media calendar, with a heavy focus on Instagram, LinkedIn, and TikTok
  • Assist in the growth of the brand by raising awareness through various social media platforms
  • Track social media engagement and other analytics according to set KPIs
  • Interact with followers and potential customers by communicating and answering questions through the company’s social pages
  • Assist in implementing plans to increase followers on Teachable’s various social media channels
  • Assist in identifying creators for campaigns and other content collaborations

What You’ll Bring:

  • Undergraduate student in marketing, journalism, public relations, or related field
  • Experience with creating short and long-form video content
  • Up to date with current social media trends and news
  • Familiarity with social posting through tools such as Later and through native platforms
  • Driven and hard-working with a sharp eye for detail
  • Ability to take direction and constructive feedback
  • Excellent verbal and written communication skills

dditional Details:

At Teachable, we are committed to providing fair and competitive pay (using market data to inform our pay bands), rewarding high performance, and ensuring all employees have the opportunity and ability to impact Teachable’s overall company value. Base salaries will be reviewed at regular intervals throughout the year, typically following performance review cycles currently conducted bi-annually or in conjunction with a promotion.

  • This role is open to remote candidates in the U.S.
  • Applicants must be currently authorized to work in the United States on a full-time basis. 
  • For this role, the hourly rate is $15/ hour at a part-time capacity (20 hours maximum.) 
  • We are unable to offer college credit at this time.

While Teachable maintains our NY office for local employees to use, we operate as a remote-first culture in order to give our employees added flexibility. In order to maintain connection and create a community beyond the screen, Teachable holds in-person events throughout the year, where employees and teams can come together for bonding, strategic alignment, goal-setting, and celebrations! APPLY HERE

Visual Designer

by | Jan 17, 2024 | Uncategorized

SurveyMonkey is a global leader in online surveys and forms that empowers people with the insights they need to make decisions with speed and confidence. Our fast, intuitive feedback management platform connects millions of users worldwide with real-time AI-powered insights that drive meaningful decisions. We provide answers to more than 20 million questions every day so that people and organizations can attract new audiences, delight customers, create advocates, and extend their competitive advantage in the marketplace. Our vision is to raise the bar for human experiences by amplifying individual voices.

What we’re looking for

As the production designer, you fill a crucial role in helping us execute our strategy to improve growth & conversion. You will be part of our Brand marketing organization and work with our creative team on the development of creative assets, such as paid ad units, landing pages, image creation, photography retouching, and image library maintenance. You are passionate about consistency across all deliverables, generating pixel-perfect production assets. You excel at tackling projects with different timelines, and welcome feedback and collaboration. This Production Designer role will learn from a collaborative creative team.

What you’ll be working on

  • Extend and translate creative concepts into production-ready ads across different platforms (programmatic, social, and web landing pages) for A/B testing that drive results.
  • Work collaboratively with the Senior Visual Designer to create a cohesive brand experience based on data with a user-first mindset.
  • Create multiple asset variations for A|B testing.
  • Work efficiently on multiple projects with consistency and exemplary attention to detail.
  • Embrace an iterative design process and be receptive to feedback throughout.
  • Maintain ownership and responsibility, including QA, throughout each project.
  • Work with Senior Visual Designer to agree on goals and plans for projects
  • Keep close communication with the Resource Manager to ensure all deliverables are on track
  • Attend and participate in planning and reporting meetings 

We’d love to hear from people with

  • Online digital portfolio
  • Degree in graphic design or a related field.
  • Strong portfolio showcasing your production design skills
  • You have an eye for exemplary typography, illustration, and icon design.
  • Experience working with brand guidelines for visual and written consistency
  • Experience with Adobe Creative Suite (Photoshop, Illustrator, Indesign), Figma, and GSuite (Google Slides/Sheets)
  • HTML5 animation capabilities is a plus
  • Agility in design iterations in a lot of various sizes

The base pay provided for this position ranges from $78,200 / year – $105,800 / year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

Why SurveyMonkey? We’re glad you asked 

SurveyMonkey is a place where the curious come to grow. We’re building an inclusive workplace where people of every background can excel no matter their time zone. At SurveyMonkey, we weave employee feedback into everything we do to create forward-looking benefits policies, employee programs, and an award-winning culture, including best workplace for parents, our annual holiday refresh, our annual week of service, and our C.H.O.I.C.E Fund. In addition, we’ve reimagined the way we work to allow employees to choose what works best for them — working in-person, fully remote, or a hybrid model that combines the two through our Choice Model.  APPLY HERE

Designer II, Graphics

by | Jan 17, 2024 | Uncategorized

Graphic Designer II position will focus on supporting Co-Creation activities which connect MNAO employees with Mazda brand and its Japanese foundation. Responsible for creating graphic design solutions and car design strategy presentation across a broad range of projects from digital, experiential
and print.

Major Areas of Responsibility (MAR):

Support Co-Creation activities – 50%

  • Be the graphic design resource for all brand and product co-creation activities
  • Develop and maintain a thorough understanding of the brand, product and business strategy
  • Design business assets that visualize key elements of brand and product that are engaging and enriching
  • Provide salient feedback in the areas of digital design, app and web development, video, motion and animation across all pertinent MNAO creative projects. Contribute thoughtful feedback for appropriate UI/UX, assets and brand references where needed. 
  • Integral to the process of helping others, deeply understand and love the brand

Graphic Design for brand touchpoints – 25%

  • Create graphic design solutions that have high visual impact and meet the project brief’s objectives.
  • Develop graphic design and concepts for a variety of formats, including but not limited to websites, digital interface design, apps, motion graphics, animation, ad banners, digital books and e-zines, posters, games, product packaging, exhibitions and displays, corporate communications and corporate identity, i.e. giving organizations a visual ‘brand’.

Car Design Brand Positioning support – 25%

  • Support the car design team through visual storytelling throughout their process
  • Execute car design strategy presentations for communicating to MC and within MNAO

Qualifications and Other Requirements:

Education (Minimum):

  • Bachelor’s degree in Graphic Design or related discipline or equivalent

Experience: 

  • 4-6 years of experience in a graphic designer role, preferably in an automotive company
  • 2+ years of Project Management experience, a plus

Training/Certification:

  • N/A

Knowledge/Skills/Abilities:

  • A sound technical understanding that will enable the smooth progress of a variety of projects from concept to delivery – Including but not limited to: digital, web, video/film, animation, print, packaging, and photography
  • Ability to work on multiple projects while providing:
    • Timely status reports on self-performance
    • Quality assurance of all creative deliverables
    • Cost effective and on schedule work
    • Strong knowledge of and proven experience in the creative development process around brand image creation
  • Expert ability to develop well-conceived innovative creative work that implements a brand image/strategy
  • Excellent conceptual and problem-solving skills
  • Excellent graphic design skills
  • Traditional typographic understanding and experience essential
  • Highly curious and knowledgeable about emerging design and branding trends
  • Expert user of Adobe Creative Suite software such as Photoshop, Illustrator and InDesign
  • Expert user of video/web/photography tools including but not limited to Adobe AfterEffects, Figma, Sketch, Chat GPT, Midjourney or equivalent & video editing and modeling tools
  • Fluent in Microsoft Office including PowerPoint, Word, Excel, Outlook
  • Working knowledge of HTML, CSS and social media development software
  • Excellent communication (english grammar/spelling), planning, time-management
  • and follow-through skills
  • Ability to communicate effectively with creative and project management staff, engendering leadership, trust and respect

Travel:

May be required 1 – 2 times per year

Pay Range:$75,490.00-$109,465.00. APPLY HERE