Community Manager, Customer Experience

HexClad (http://hexclad.com) is a consumer lifestyle brand disrupting the kitchenware category with an innovative hybrid cookware technology. Backed by Gordon Ramsay, HexClad is one of the fastest growing consumer brands in the US and operates an omnichannel business model with a focus on DTC ecommerce. HexClad is constantly developing new products, expanding into new categories, and launching into new international markets.

Nothing says home like the community you live in. At HexClad, we love developing products that our community members will love using everyday to show off to family and friends, and to make their life easier. Community feedback and engagement is at the heart of what we do, and having meaningful conversations with HexClad should feel like talking to an old friend.

Here’s what a typical day for a Community Manager includes:

• Aid in the development and measurement of social and brand KPIs
• Assist users through Twitter, Facebook, Instagram, and chat about regarding pre and post purchase questions
• Communicate user feedback and issues to appropriate teams with detail and precision
• Develop, Execute, and document the processing of industry, restaurant and partnership orders
• Relay expert knowledge of HexClad products to users in an easy-to-digest way
• Communicate real time issues to developers teams to help avoid further guest pain points
• Identify and communicate trends and improvements to the social media team to help drive business
• Engage current and prospective community members in the defined brand voice and tone
• Strive to meet team-wide performance goals
• Develop timely content that ties back to the brand mission and engages viewers

Disposition (Attitude):

• Communicate effectively and professionally with others, from users to fellow Customer
• Think outside of the box to find creative compromises and solutions
• Adapt well to, and get excited about change
• Have a positive, can-do attitude. You’re flexible and have no problem quickly switching gears to better accommodate the needs of our customers or our team
• Value accountability across the board and take ownership of issues from start to finish
• Exude real empathy and passion about our users and our product.
• Blaze forward independently but work well with your teammates

Requirements:

• Strong written, and verbal communication and analytical skills
• Experience speaking publicly to a large audience, or on behalf of a company
• BS/ BA degree or relevant professional experience preferred
• 2 or more years experience managing social communications channels