Social Experience Coordinator
Hi, I’m Candace, I’m the Sr. Manager, Communications and PR here at Mejuri. We’re looking for a Social Experience Coordinator to join our growing Social Experience team.
As the Social Experience Coordinator at Mejuri, you will play a pivotal role in enhancing customer experience and brand perception across various public-facing social and review platforms. Your core responsibilities encompass comprehensive platform management, maintaining brand standards, effectively moderating crisis communications and cross team collaboration.
The ideal candidate embodies adaptability, readily adjusting to evolving priorities to meet the dynamic demands of the business. They have proficiency in written and verbal communication, coupled with strong conflict resolution and emotional intelligence skills to ensure effective navigation of sensitive situations.
This candidate is results-driven, exemplified by their commitment to meeting performance metrics such as SLA adherence and QA standards.
It’s a great time to join the Social Experience team because we are growing rapidly with a lot of fun and exciting department developments to build together!
What you'll do
- Act as the main point of contact for social interactions
- Effectively manage crisis communications and notify the appropriate stakeholders
- Support in conducting regular quality audits of team members' to maintain high-quality standards in customer interactions
- Uphold Mejuri's customer experience standards regarding tone, brand voice, policies and procedures to ensure service level agreements and brand standards are met
- Clearly communicate updates and enhancements related to workflows and processes within the Social Experience department, update knowledge base articles and assist in building training materials
- Collaborate closely with the Social Experience Lead to identify opportunities for innovation and improvement within the department
Key Performance Indicators
- Service Level Agreement (SLA) adherence
- Quality Assurance (QA) standards
- Output and productivity metrics
What you'll bring to the team
- Proven experience in providing high-quality customer service
- Adept and confident in de escalation, and proficient in conflict resolution possessing a high degree of emotional intelligence
- Ability to manage multiple tasks simultaneously, meet deadlines, and make informed decisions about when to prioritize efficiency over perfection to align with the fast-paced nature of the business
- Exceptional communication skills both written and verbal, understands the level of proactive communication required to maintain awareness on updates
- Confidence and expertise in creating Standard Operating Procedures (SOPs) to streamline processes and ensure consistency in customer service operations
- The capacity to manage change and adapt to evolving business needs.
- Able to work independently with limited supervision
- A minimum of three weeks vacation, plus personal days and three religious observance days.
- A hybrid work model for all corporate roles.
- ‘Mejuri Passport’ which allows employees who meet specific criteria to work in other locations for one month per year.
- Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees. We also offer bereavement leave, including miscarriage and stillbirth support.
- Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.
- Semi-annual performance reviews.
- A generous product discount!
Along with our central mission and vision, we have guiding values that set the tone for where we’re heading and how we work together. These values are behaviors that form our shared beliefs and approach to how we wish to work together at Mejuri, regardless of role, level, and work location. Our 8 core values help drive our decision making when we are cross collaborating, redefining luxury, and creating a sense of commitment and inclusion to help shape our company culture.
Our values are:
FIND A WAY | We break down problems into manageable steps, explore creative solutions daily, learn from failure, and adapt quickly
RAISE THE BAR | We share constructive feedback openly, continuously improve personal and team performance, collaborate and challenge for better outcomes
CUSTOMER OBSESSED | We actively listen to customer feedback, make decisions that impact customers positively, continuously refine product, service, or customer interactions
EMPOWERED OWNERS | We proactively address cross team challenges, willingly tackle any task big or small, take initiative, and lead by example
JUST DO IT | We make informed decision quickly, encourage experimentation and learning, encourage thoughtful risk taking, embrace change, and stay adaptable
HUMILITY | We acknowledge team contributions before self, acknowledge and learn from mistakes, maintain an open and receptive mindset, and promote a respectful work environment
CURIOSITY | We seek out new challenges daily, ask questions to understand deeply, reimagine and innovate to drive progress
DRIVE RESULTS | set clear goals and prioritize tasks, focus on high impact activities daily, monitor progress through clear metrics, stay persistent and solution orientated
