What are the responsibilities and job description for the Brand Engagement Specialist position at Zo Skin Health Inc?
The Brand Engagement Specialist will support the social digital teams daily monitoring of digital brand engagement. This role is responsible for responding to, and engaging in, customer interactions and taking a proactive approach to inquiries. The Brand Engagement Specialists goal is to provide customers and the ZO Community with elevated experiences with the brand when engaging with any of ZOs digital platformsincluding social media brand pages and ZO Chat. This role incorporates an interest in the brand and product knowledge and staying on top of industry trends, with having a passion for engaging with online communities.
Essential Duties and Responsibilities:
Assist customers who contact ZO Skin Health via digital platformsincluding social media and website - and communicate professionally, while following provided brand best practices and guidelines for engagement
Engage with all customers on customer service-related posts via brand social media platforms
Manage all inquiries/cases from ZO Chat in a timely manner; work with internal teams to further troubleshoot or escalate issues as needed
Gather information from internal teams to respond properly to customer posts and/or inquiries; create equitable solutions for customer issues
Maintain confidentiality of customer data while ensuring accurate and efficient resolutions
Social Media:
Monitor and respond to Instagram, Facebook, and Twitter posts using direct log in or external management systems
Track and analyze performance of social media post engagement, account engagement and various online / consumer reviews
Support social content and/or publishing
Research and analyze posts and online reviews related to the brand
Communicate and represent ZO Skin Health in a professional manner in accordance with social media, product, and customer service management
Collaborate with team members and partners to improve existing and develop new processes to create overall efficiencies
Participate in quarterly product training/education
Remain current in market trends, competitive products, and new category innovators
Perform other duties assigned to fulfill ZOs brand objectives
Other Duties and Responsibilities:
Other duties may be assigned to fulfill ZOs objectives.
A high school diploma or equivalent is required and an Associates or Bachelors degree is preferred. Two to three years of marketing, customer service or a similar role required, preferably in support of marketing or company branding. The Brand Engagement Specialist must possess advanced proficiency with Microsoft Office (Excel, Word, Outlook, and PowerPoint) as well as a high-level expertise and comfortability using digital and social media platforms. Experience with Adobe/Acrobat is desirable.
The Brand Engagement Specialist must possess the following specific characteristics for success in this position:
Excellent interpersonal written and verbal communication skills in English.
Outstanding ability to convey thoughts and connect with public via social and digital media
Strong ability to interact with various customers, consumer and professional marketing leaders, and a variety of levels of management with a high degree of professionalism, including senior management.
Able to work independently and collaboratively with team members and all levels of management.
Excellent problem-solving, analytical, organizational, multi-tasking and prioritization skills.
Keen interest and enjoyment in
Social/digital media updates and trends
Industry developments and thorough product knowledge level
Social media, blogs, and review websites
Work Environment: The work environment is indoors in a professional office environment. The floor surfaces are carpeted in office areas and conference rooms with vinyl floor covering typical in hallways, break rooms and computer rooms.
Work Hours: The position is 5 days a week, 8 hours a day, in a mainly remote setting, with ability to meet at Irvine, CA headquarters as requested. Time of initial start may vary with work hours, typically 8am-5pm. Work hours and shifts are subject to change depending on operating business conditions and needs. The employee may be required to work overtime and holidays or weekends and travel to events, up to 15% of the time.
Physical and Mental Demands: Sedentary. Exerting up to 10 of force occasionally and/or greater than a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Knows and follows proper office-safety protocols. Use the ability to multitask and monitor multiple projects and needs of internal and external customers. Constant use of computer and peripherals.
Supervisory Responsibilities: None
