At Weber, grilling is a passion that’s reflected in everything we do. Our goal is to share this passion and spark inspiration with the people who matter most – our grilling community. Weber has been the world’s premiere manufacturer of charcoal and gas grills and accessories since 1952. If you have the desire to work for a company that is recognized for exceptional quality products and high customer satisfaction, employment with Weber may be right for you. We provide a friendly working atmosphere with an environment of growth and opportunity through innovation, pride, and excellence.

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Summary:

The Sr. Manager, Social Care is responsible to deliver a world-class consumer service experience through social care from the moment a consumer brings their Weber product home, through the full lifetime of their user experience. The Weber brand is built on an industry-leading service perception that we want to maintain – but even more, we want to expand what that experience feels like in a connected, digital world.

This role requires experience managing direct to consumer responses and consumer care across all social media and product review platforms; Facebook, Instagram, Twitter, YouTube, BazaarVoice, etc and more. The social care responses are the most visible engagements with consumers and significantly influence brand advocacy. The Sr. Manager, Social Care will be responsible for leading timely, helpful, and accurate responses to Weber’s passionate fans that hold the brand to high standards. Experience with social care on a world-class consumer centric brand, where consumer expectations are high and service is a key part of the brand’s equity, is imperative.

We want to build an expanded experience-focused team and deliver delightful, high-impact experiences for consumers to generate loyalty and advocacy. This role is integral to executing a transformative strategy to enrich the consumer engagement experience.

Responsibilities: 

· Build a new, best in class social care team by dramatically developing expertise, role clarity, internal training, and hiring plan.

· Create a staffing plan to ensure 7 day-a-week response execution to accomplish positive sentiment and engagement with consumers across all social media channels – with clear accountability for delivering social care metrics.

· Set trackable KPI’s for social care, including response to comments and direct messages across all brand social media platforms within 24 hour response rate.

· Execute consumer/owner response plan within Weber enthusiast community forums to resolve questions within 24 hour response timing.

· Work closely with the US marketing team to proactively prepare social care response scenarios for new product launches, marketing campaigns, company initiatives, and other influential events that will create social media conversations.

· Deliver best in class resolution and response times by tracking, staffing, and training team to achieve metrics and goals.

· Prepare team team to execute “Perfect Launch” strategy for new product 5 star experience with social media care. This includes partnership with product management, R&D, and quality to have action plan for social media responses.

· Manage budget, resources, and schedule planning to articulate additional resource investment needed.

· Partner with Director of call center to coordinate training, process, and tracking for resolution decisions.

· This role will manage several social care specialists and partner with Director of Consumer Care call center.

Qualifications:

· A minimum of 10 years significant experience relevant to objectives and scope above, including 5 years managing social care with leading consumer brand.

· Proven results with social care on Instagram, Twitter, YouTube, Facebook, Twitter and blogger/influencer monitoring.

· Must be skillful with the ways of using social media platforms such as the use of hashtags, emojis, and acronyms.

· Experience with leading consumer brands where there is strong consumer passion and following.

· Exceptional writing and editorial skills with strong attention to detail.

· Expertise in response and resolution within the durable consumer goods category across all social media channels.

· Experience in a fast moving and collaborative environment, building cross-functional teams aligned to shared vision/objective.

· Ability to manage workflow of social media response plans across 7 day a week “always on” support.

· Experience with social care in crisis management situations.

· Collaborative and team oriented approach.

· Experience working with Global teams and balancing Global versus Local priorities and execution.

· Experience, and comfort, with analytics and MarTech solutions.

Weber-Stephen Products LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.