Digital Community Moderator II

Posted Date: Feb- 5-2020

Job ID: 16830

Job Type: Full Time

Job Function: Marketing

City: Kent

State: Washington

Store: REI Headquarters is moving to Bellevue, Spring 2020!

What's cool about this job

Love the co-op? Love the outdoors? Have deep outdoor gear expertise or know great places to camp, hike, run and bike? As a Digital Community Moderator in REI’s new community, Conversations, you will combine your expansive expertise in outdoor places and gear with your collaborative skills to help REI members spend more time outside. You will work independently, relying on your critical thinking and problem solving to respond to issues as they arise, network with cross-divisional partners here at REI to craft co-op-worthy responses, and bring new community strategies to life as we grow this innovative program. You’ll leverage your excellent written communication skills to communicate effectively and rely on your tenacity to handle difficult scenarios that may arise in the community. If this sounds like you, come join the small, but growing, Digital Community team as a moderator in this visible and impactful role! 

Community moderation involves daily interaction with our digital community members on the platform to create a welcoming environment where our customers can connect to one another and REI. When taken in a broader context outside of just the REI digital community, “moderating” involves listening, escalating and responding to content on company-owned and controlled social sites, such as a community forum, news site, live event, or a brand's social media space like Facebook, Instagram, Twitter, etc. The primary focus for this position will be moderating REI’s digital community, Conversations. 

The ideal candidate has a passion for the outdoors and a deep level of existing product expertise, with an innate level of curiosity and initiative around expanding their current knowledge of gear, expertise, experiences and where to go. They understand the dynamics of online communities, and understand how, in this context, to build REI’s brand. This person must have excellent written communication skills without heavy reliance on software programs – grammar, punctuation, spelling and “clean” writing are a must! In addition, this person will partner closely with various teams across digital, retail, merchandising, brand stewardship and impact and marketing, so an ability to collaborate successfully is essential. 

This position requires a high level of dedication and flexibility. Adaptability and quick thinking are crucial to the health of online communities. You may be asked, at any time, to jump online for off-hour assistance. As a Community Moderator, you can expect to be the first line of defense for most issues that arise, which means that the ideal candidate will need to maintain a “thick skin” and a professional, but neutral, stance when engaged. Further, the moderator works cross-divisionally to develop, grow and support the online community, from a day-to-day perspective and strategically over longer periods of time. 

Finally, in partnership with the Community Manager, the moderator is responsible for bringing new community strategies to fruition and achieving identified KPIs that help measure the success of REI’s growing community. This work includes creativity, resourcefulness, successful cross-divisional partnership, effective collaboration, and positive communication. 
  • Day-to-day moderation of the REI digital community, including triaging of customer support level inquiries, answering product/place questions, enlisting assistance from SMEs across the co-op for more difficult questions, connecting the “right” people to issues that arise in the community, etc. 
  • Utilize independent judgement with high level decision quality and understanding of when to escalate 
  • Discover and report potential issues, risks, and concerns that arise in the community and participate in issue resolution with the community manager and BSI team 
  • Communicate with community users in a timely, respectful and engaging way that matches the best of our green vest customer service  
  • Build strong relationships with customer service partners and support program manager with education to the broader organization on the role community management plays in meeting our business objectives 
  • Work with social media team on issues that cross between digital community and social media 
  • Work with internal stakeholders to improve the flow of information/content coming into the community 
  • Partner with merchandising, retail, experiences and BSI teams to understand how they connect people to the outdoors, as well as integrate with our social media team to understand how they’re engaging daily with our social community 
  • Contribute to strategy development in partnership with the Community Manager, bringing new strategies to life that will grow the community member base and use the digital community to connect our customers to REI, to the outdoors, and to one another 
  • Identify and engage online community and super users by analyzing and responding to content on company owned and controlled social sites, such as a community forum, news site, live event, or a brand's Facebook page  
  • Manages the development of marketing program plans, both customer and employee-facing, in support of respective Annual Marketing Plans 
  • Evaluate partnership opportunities, including potential influencers, to introduce into the community, ensuring they are in-line with REI’s core values 
  • Support internal partners with execution, incident or topic-based recaps, including KPI-based analysis where available;  
  • Partner with community manager by analyzing program performance, optimizing the program with insights and sharing results with stakeholders; KPIs to be monitored and addressed include (but are not limited to): completed registrations, partial registrations, overall traffic, unique visitors, content posts and replies, etc. 
  • Participate in creative development process with program managers for deliverables which support community engagement 
  • Support management of external agency and/or vendor relationships to optimize value for REI 
  • Be an expert on the back-end functionality of the community platform with the ability to troubleshoot issues that arise, working closely with 3rd party platform provider (Khoros) as an administrator of the community 
  • Participate in evaluation of partnership opportunities and proposals for strategic relevance and business needs 
  • Manage relationships with internal stakeholders from concept through delivery of community marketing programs 
  • Train, engage with and provide feedback to trained community employees (Green vests, Store Managers, BSI, Merch, Co-op Brands, Used/Rentals), ensuring their participation in the community is reflective of the training provided 
  • Substantial understanding of a wide variety of outdoor industry products with a strong baseline in all categories sold at REI, trends and communities, and passionate about a life outdoors 

Bring your passion and expertise

  • 3+ years working in a professional environment, effectively solving customer issues and/or supporting teams that do that work; must be able to perform appropriately under stress and with displeased customers 
  • Minimum experience 3+ years with B.A. degree or 2+ years with master’s degree. Typical incumbent experience level 4+ years. 
  • Demonstrated excellence in both written and verbal communications, specifically without a heavy reliance on software programs for ‘clean’ written communication 
  • Deep level of product knowledge across multiple departments 
  • Willingness and ability to provide feedback to trained community employees about their participation in the community 
  • Proficient with Windows-based computer applications, including an aptitude for understanding multiple software programs 
  • Skilled and fluent across print, digital, and web environments 
  • Actively participates, collaborates, influences and leads with others on one's own team and cross-divisionally for the achievement of business goals 
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities 
  • Considers the ultimate impact of decision s and actions on internal and external customers 
  • Ability to utilize independent judgment with high level decision quality and understanding of when to escalate 
  • Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals 
  • Works smart by setting effective work goals, establishing priorities, and planning well to produce quality work 
  • Clearly conveys and accurately receives information by a variety of methods and in various situations 
  • Acts upon opportunities and involves and influences others in the accomplishment of worthwhile departmental goals 
  • Demonstrated understanding of consumer behavior and applying insights to daily work 
  • Challenges the status quo, champions change and influences others to change 
  • Job will require on-call night, weekend and holiday coverage  
  • Flexible in one's viewpoints and positions to support the direction taken by others at REI 

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 22 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.