Digital Community & Social Media Moderator

Posted Date: Sep-29-2021

Job ID: 20826

Job Type: Full Time

Job Function: Marketing

City: Seattle

State: Washington

Store: Seattle HQ

Remote Eligible: Yes

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

Community moderation involves daily interaction with our digital community members and employees across multiple social and community platforms, creating welcoming environments where our customers, members and employees can connect with one another and with REI. Moderating involves listening, responding to, and escalating content on company-owned and controlled social sites, such as an intranet, community forum, news site, live event, and a brand's social media space like Facebook, Instagram, Twitter, etc.

The community moderation specialist position contributes to REI’s success by consistently mirroring the best-in-class customer service our stores provide in different digital environments. You will help to build and maintain welcoming and friendly environments across the co-op’s intranet, digital communities and social media spaces. You will strive to understand the dynamics of the co-op’s digital community presence and find ways to deliver incremental value to our customers, members and employees across platforms. Our community moderators are the voice of REI’s brand to thousands of people every day.

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 location. They understand the dynamics of online communities and social media environments, 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, public affairs and marketing, so an ability to collaborate successfully is essential. 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.

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. This person must also demonstrate impeccable judgment in difficult and ambiguous situations, knowing when and how to escalate.

Finally, in partnership with the Manager of Digital Community and Employee Engagement, the community moderation specialist is responsible for bringing new strategies and campaigns to fruition and achieving identified KPIs that help measure the success of REI’s online presence. This work includes creativity, resourcefulness, successful cross-divisional partnership, effective collaboration, and positive communication.

·      Day-to-day moderation across multiple social media and digital community platforms, 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, etc.

·       Utilize independent judgment with impeccable decision quality and understanding of when and how to escalate

·       Discover and report potential issues, risks, and concerns that arise in the community and participate in issue resolution

·       Communicate with community users in a timely, respectful and engaging way that mirrors 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 internal stakeholders to improve the flow of information/content coming into our social media and digital community environments

·       Partner with Merchandising, Retail, Experiences and Communications teams to understand how they connect people to the outdoors

·       Contribute to strategy development in partnership with the Community Manager, bringing new strategies to life that will grow the co-op’s 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 Superusers 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

·       Manage the development of marketing program plans, both customer and employee-facing, in support of respective annual marketing plans

·       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): registrations, overall traffic, unique visitors, content posts and replies, kudos/likes, click-through, and other engagement metrics

·       Participate in creative development process with program managers for deliverables which support online 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 multiple platforms with the ability to troubleshoot issues that arise, including working closely with 3rd party platform provider (Khoros) as an administrator

·       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 cross-divisional community employees, ensuring their participation in the co-op’s online community is reflective of the training provided

·       Substantial understanding of a wide variety of outdoor industry products with a strong baseline of product knowledge 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
  • 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  
  • Job will require flexibility with work schedules, including on-call night, weekend and holiday coverage
  • Willingness and ability to provide feedback to trained community employees and external vendor moderators 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 teammates 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 decisions 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
  • 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 Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 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 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 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.