Build, Scale & Operate Leading DTC Brands alongside A-Players
Maneuver Marketing
Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products.
In just 5 years, we kicked off our own D2C Health & Wellness brand from scratch and scaled it to USD$150M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs.
These results caught the attention of The Financial Times, as they ranked us among APAC top High-Growth Companies in 2023. This is just the beginning of our journey though, and you could be part of the next stage of our growth!
Your Next Role
As part of the Customer Service team, you will represent Maneuver Marketing as the company’s highest escalation point with the ultimate goal of developing and strengthening our customers’ engagement, satisfaction & loyalty.
Collaborating closely with various departments (Product, eCom, Marketing & Supply-Chain), the team provides stellar customer experience, as well as developing and implementing improvement strategies that contribute to the overall success of our business.
As the Social Media Community & Engagement Lead, you will report directly to the Senior Customer Service Manager and you will be entrusted with overseeing the operational success of our third-party BPO Social Media Moderator Team. You will provide key support to our customer-facing specialists and will also be responsible for identifying, strategizing & implementing engagement, sales, retention, and operational improvement opportunities.
What You’ll Do
Content Moderation
- Develop Guidelines: Create and update community guidelines and moderation policies to ensure a safe and positive environment for users.
- Review User-Generated Content: Monitor and moderate user-generated content to ensure it adheres to community guidelines and platform policies.
- Remove Inappropriate Content: Identify and remove content that violates guidelines, such as hate speech, spam, or explicit material.
- Develop Crisis Protocols: Establish protocols for handling various types of crises, ensuring the team is prepared to respond effectively.
- Handle PR Crises: Quickly address and manage any public relations crises or negative publicity on social media to protect the brand’s reputation.
Community Management
- Monitor and Respond: Oversee and respond to comments, messages, and inquiries across social media platforms to foster a positive community environment.
- Engage with Followers: Actively engage with followers by liking, commenting, and sharing user-generated content to build a loyal community.
- Foster Community Growth: Implement strategies to grow the community, such as hosting online events, contests, or collaborations with influencers.
- Encourage User Interaction: Create opportunities for users to interact with each other, fostering a sense of community and loyalty.
- Steer conversations towards desired narrative: In collaboration with the copy and marketing teams align on advertisement messages for agents to guide conversations.
Customer Support
- Address Customer Issues: Collaborate with the customer service team to address and resolve customer complaints and issues raised on social media platforms.
- Provide Information: Offer accurate information and support to users regarding products, services, and company policies.
Analytics and Reporting
- Track Engagement Metrics: Analyze engagement metrics to understand community sentiment and identify areas for improvement.
- Gather User Feedback: Collect and analyze feedback from the community to identify trends, preferences, and areas for improvement.
- Report Insights: Provide regular reports on community engagement, moderation activities, and user feedback to inform strategy adjustments.
Cross-functional Collaboration
- Collaborate with marketing, product development, supply-chain, and customer service teams to address systemic issues and improve the overall user experience.
- Feedback Loop: Provide feedback and insights to relevant teams to enhance product offerings and community engagement strategies.
Indirect Team Management
- Lead and Support Moderators: Manage a team of content moderators, providing guidance, support, and performance feedback.
- Schedule and Assign Tasks: Organize and assign moderation tasks to ensure coverage and efficiency.
- Conduct Training: Develop and deliver training programs to keep the team updated on policies, tools, and best practices.
How You’ll Succeed
Maneuver is an OKRs, KPIs, & data-driven company, we are not Mad Men (Well, not all), but Math Men. As a result, a number of metrics will constitute the basis of your performance and success within this role and the company. These may include:
Community Management Objective:
Ensure up-to-date and effective community guidelines, and enhance community engagement and interaction rate.
- Review and update community guidelines quarterly.
- Reduce average response time to comments and messages
- Increase in user interactions (likes, comments, shares) on social media posts.
Team Management Objective
Effectively manage and support the content moderation team.
- Conduct monthly performance reviews with all team members.
- Conduct training sessions for the moderation team every quarter.
- Ensure 100% completion of all assigned moderation tasks within deadlines.
- Achieve a 95% QA critical error pass rate for the team 30 days following implementation of new policies or procedures.
Collaboration Objective:
Foster cross-functional collaboration to enhance community experience.
- Hold bi-weekly meetings with marketing and customer service teams.
- Collect and measure feedback from at least one cross-functional initiative per quarter.
- Develop and execute at least one joint initiative per quarter with other teams to improve community engagement.
Analytics and Reporting Objective:
Utilize data to inform community management strategies.
- Generate and distribute monthly community engagement reports.
- Identify and implement three new strategies based on data insights to improve engagement.
- Define Key Community Metrics based on industry best practices.
- Track and report on key community metrics with 100% accuracy.
Your Experience
- At least 5y exp. in Social Media Community Management with 2 years in a leadership role, managing online communities with a focus on driving engagement, handling feedback, and maintaining brand reputation.
- Proven experience leading a social media moderation team, ideally across multiple platforms (Facebook, Instagram, TikTok).
- Experience working cross-functionally with marketing, customer service, and other internal teams to ensure social media strategies align with broader company goals.
- Successful experience training, managing, and coordinating remote teams, as your customer service and moderation work is handled externally.
- Ability to train, mentor, and motivate a team of moderators, ensuring alignment with brand guidelines and service level agreements (SLAs).
- Data oriented with experience tracking, analyzing, and reporting on engagement metrics, sentiment analysis, and content moderation accuracy to drive continuous improvement.
- Can demonstrate a creative approach to community engagement, with a strong understanding of how to create compelling and interactive responses and activities.
Ideally
- A degree in Marketing, Communications, Public Relations, Journalism, or a related field is preferred.
- Social media certifications (e.g., from Facebook, Google, or HubSpot) are a plus but not mandatory.
- Experience working with premium B2C and/or D2C brands, particularly in industries like health, wellness, or beauty, to understand how to communicate effectively with different audiences.
- Familiarity with mass-market brands, understanding how to scale community engagement to broader audiences.
- Enthusiasm for social media platforms, with a keen interest in staying up-to-date on the latest trends and best practices, especially in the wellness and beauty industries.
