Responsibilities
- Design and implement a continuous strategy for community engagement that strengthens connections with highly engaged fans across digital and in-person channels
- Lead management of all current and emerging community platforms, with initial focus on scaling the TYB program to activate superfans, produce authentic content, and enable real-world interactions
- Grow brand presence across social networks and cultural dialogues to boost visibility and relevance, working closely with content and brand experience teams to engage meaningfully with loyal audiences
- Develop standardized processes for identifying and acting on proactive community engagement opportunities where the brand can authentically participate and reach new users
- Enhance social listening, insight gathering, and reporting systems to convert audience sentiment and behavior into strategic input for social, content, and marketing planning
- Create and manage measurement frameworks for community vitality and expansion, delivering cross-functional guidance that influences brand, product, and campaign direction
- Produce and distribute monthly community performance reports to key internal stakeholders
- Partner with Customer Experience and Direct-to-Consumer teams to evaluate and implement advanced community management technologies
- Oversee end-to-end lifecycle of content creator collaborations for owned social channels and co-branded initiatives, from identification and outreach to briefing, execution, and performance analysis
- Build and maintain a network of social creators, brand advocates, and devoted customers who produce sustainable and campaign-specific content supporting broader marketing goals
- Work closely with the expanding global influencer team to develop pipelines that elevate authentic voices from community members to creators at all levels
- Ensure a consistent, brand-aligned tone across all social platforms by actively monitoring comments, direct messages, tags, and mentions in-platform, using CX tools to support timely, genuine responses
- Recognize and highlight standout creators and loyal customers who engage organically with the brand, identifying pathways for deeper collaboration
- Track, assess, and escalate instances of positive and negative sentiment promptly; collaborate with customer experience to quickly resolve service-related concerns
- Deliver insights on evolving community trends, cultural discussions, and emerging signals pertinent to brand positioning
