Secretlab is an international ergonomic gaming chair brand seating over 3 million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
Being a digitally-native brand, we thrive in the online and social media space—and this is where you come in. You will be joining a world-class marketing communications team responsible for our globally distributed branded content, which generates 1-2 million daily impressions on our social media alone.
As a Senior Community Manager for our Global Community team, you will play a pivotal role in shaping the online presence and engagement of Secretlab. You will drive sentiment engineering and conversation generation about Secretlab across the internet, while managing engagement across our social channels. This role involves crafting and implementing community strategies, monitoring discussions, responding to comments and inquiries, and fostering a positive community environment. You will ensure alignment with our brand voice and compliance with community guidelines, analyze community feedback to inform content creation and marketing strategies, and address issues within the community proactively.
The ideal candidate will possess outstanding interpersonal skills, a global perspective, and an in-depth understanding of content moderation across various platforms such as Meta Apps, TikTok, YouTube, LinkedIn, Twitter, Reddit, Discord, and more. Your impact will be global, making this an exciting opportunity to shape the future of our community engagement efforts.
Responsibilities
- Develop and implement global community engagement strategies to foster growth and engagement.
- Inspire more global community advocacy by celebrating community milestones, achievements, and contributions through various strategies, fostering a strong sense of belonging and loyalty.
- Foresee and craft responses to community inquiries, comments, and feedback that reflect the brand's objectives, voice, and personalit
- Able to ensure tone of voice consistency throughout activations and responses across all platforms.
- Have strong social listening skills across social media platforms such as Facebook, Instagram, X, TikTok, YouTube, Discord, and other online forums like Reddit - to draw insights from brand mentions, customer inquiries, and brand/campaign relevant trends.
- Provide insights and feedback from activations and campaigns to best inform and align community happenings within internal departments through regular reporting on community sentiment, post performance analysis, and measuring the effectiveness of community communication strategies.
- Manage crisis communication within the community, addressing concerns and mitigating negative discussions.
Requirements
- Deep-rooted knowledge of how communities work within global markets (US/EU/UK), and a keen eye for spotting global social media trends across various platforms.
- Demonstrated ability to speak and write fluently yet and persuasively wi impeccable grammar and style.
- Exceptional organizational skills to manage multiple channels and campaigns simultaneously.
- Demonstrated experience in using community feedback to influence produ development and improve customer satisfaction.
- Skilled in using social media analytics tools to measure engagement rates and able to do detailed sentiment analysis.
- At least 3-5 years experience in community management/social media strategy for a consumer product brand (B2C).
- Experience as a content creator or managing a personal community
Bonuses
- Proven ability to identify and resolve issues and roadblocks and manage crises effectively.
- Experience moderating live streams
- Fluency in multiple languages.
- Passion for pop culture and the esports industry
