Community & Customer Service Manager – official websites, social media & ecommerce for music legends - Toronto | Official Community | FreshGigs.ca | 20/07/21

Community & Customer Service Manager – official websites, social media & ecommerce for music legends full-time

Location: Toronto
Salary: $52,000 - $55,000
Category: Account/Project Mgmt, Customer Support, Marketing
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Join a small, innovative team that is building the next generation of online communities for music legends.

The Company:

For more than 20 years, Official Community has been the global leader in online brand management, presale ticketing and ecommerce services for music legends including, Santana, James Taylor, Mark Knopfler, George Michael, Elton John, Sarah McLachlan, Blue Rodeo, and Bonnie Raitt, to name a few.

The Position:

Reporting to the Director, Accounts & Business Development, you will be responsible for servicing our client’s day-to-day website, email marketing, store, and social media content needs. You will also be responsible for our client’s ecommerce and fan-related customer service.

Responsibilities:

Manage client website, store and fan community content updates including:

  • News blogs
  • Artist content (biography, discography, song lyrics, tour history, contests etc.)
  • Fan community-generated content
  • Store content (product copy, product imagery, promotional assets, order receipts, etc.)

Manage Customer Service

  • Answer customer email
  • Research solutions as required
  • Process refunds
  • Process product re-shipments and manual orders as required
  • Communicate with warehouses and fulfillment partners as part of order troubleshooting, as required
  • Helpdesk Support Portal and Store FAQ Copywriting
  • Standard (canned) customer service email copywriting
  • Responsible for maintaining SLA policies and inbox volumes
  • Advise on improvements to improve service standards and customer experience
  • Helpdesk platform administration

Manage client mailing lists and e-newsletter campaigns

  • Template building and maintenance
  • Maintain a newsletter calendar for visibility into the email marketing pipeline
  • Copywriting
  • Image editing and formatting, as required
  • Building & Testing
  • Measurement, optimization, and reporting
  • Email platform administration including list set up and maintenance, acquisition funnel, and recipient re-engagement automations

Manage social media (Client and Corporate Accounts)

  • Content posting, scheduling, copywriting
  • Format related image and branding assets, as required
  • Occasional Facebook Advertising campaign implementation, monitoring and reporting

Qualifications:

  • Minimum 2+ years digital community management, customer service, account management, marketing or related
  • Bachelor’s degree, College Diploma, or equivalent experience
  • Excellent verbal and written communication skills including copywriting and proofreading
  • Highly organized and detail-oriented
  • Excellent time management skills with the ability to manage conflicting priorities
  • Strong interpersonal skills and the ability to work with external customers and clients, as required
  • Commitment to delivering consistent, best-in-class ecommerce and fan community email-based customer service
  • Experience with email marketing platforms (i.e., MailChimp or equivalent) and servicing related campaigns
  • Experience in ecommerce-based customer service
  • Experience with WordPress
  • Social media literacy and experience with the various platforms (Facebook, Twitter, Instagram, YouTube, etc.)
  • Ability to achieve results in a fast-paced team-based work environment but also able to self-start and work independently.
  • A passion for learning new skills
  • Ability to work irregular hours when necessary

Nice-to-Haves:

  • Experience with customer service platforms such as Freshdesk or Zendesk
  • Experience with WooCommerce
  • Experience in an account management or client services role, an asset
  • Basic HTML
  • Basic graphic editing
  • Experience with retail and e-commerce
  • Experience with social media management and content tools such as Later, Hootsuite, Buffer, Canva
  • Exposure to Google Analytics
  • Knowledge of the music industry an asset

Employment Details:

  • Full time/permanent
  • Salary range: $52,000-$55,000
  • Health benefits including Group RRSP (with employer matching contributions) after 3 months
  • 2 weeks’ vacation
  • Flexible hours
  • Ability to work remotely, when necessary

*During COVID-19 the company has worked remotely. Employees will return to the office on a part-time basis starting 2-weeks after receiving their second vaccine dose.

The Location:

Official Community is based in Toronto with our office a short walk from Roncesvalles Village. There is a bus stop at the end of our street and Dundas West Station is a 10-minute walk away.

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