Manager, Digital Community - Customer & Employee Engagement

Posted Date: Jun-22-2021

Job ID: 20507

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

REI’s community stretches across the co-op’s members and customers, vendors, and employees, and is manifested both physically and digitally, across the country. The co-op’s community is unique and is a core component of REI’s success as a great place to work, shop, and get involved in fighting for life outside.

The Senior Manager of Digital Community Customer and Employee Engagement is responsible for establishing, leading and growing two distinct, but complementary digital communities for our employees and members.  
  • External/Members: Conversations is REI’s rapidly growing, purpose-built engagement platform that embodies the best of what the co-op can deliver for members and the communities we serve. Through Conversations, we help unlock the collective expertise and passion for the outdoors that exists across our millions of members. We also use Conversations to deepen engagement around core REI offerings, and regularly draw insights from our customers that help inform REI teams as they develop new offerings.  
  • Internal/Employees: REI’s employee-focused digital community is an internal publishing and engagement ecosystem designed to inform, connect and engage employees across the co-op. We currently do this through a matrix of different tools and programs that we will streamline, under this manager’s leadership, into a more purpose-built, effective tool for communicating with and engaging our employees, and connecting them to one another. 

While these two communities are separate from each other, there are shared insights and best practices that this leader will help us realize across both communities. This leader will build the strategy and vision for these two online communities, establishing a compelling way for members, customers, and employees to engage digitally with the co-op and with each other. This leader will identify opportunities to grow engagement, drive traffic, and increase conversion within both digital communities.

Because this leader manages a team of community moderators, the successful candidate must have robust experience leading teams, managing individual team member performance, setting expectations, and holding employees accountable. This leader’s work, and that of their team, is highly visible, contains brand and legal risk, and involves a high volume of valuable voice of customer data. As a result, this leader and their team must exercise impeccable judgment at all times and escalate brand-sensitive issues as necessary. Ultimately, this leader will position both REI digital communities as best in class by ensuring creative delivery, consistently high engagement, accuracy and responsiveness across platforms. 

  • Acting as the complete business owner by providing requirements to Digital and IT to evolve the platforms, fulfilling the role of marketing integrator, and keeping a gauge on other digital communities to ensure the co-op’s are best in class;
  • Creating annual and multi-year strategies that achieve programmatic goals and support the co-op’s broader strategic imperatives, considering current performance of each community, unmet potential, and evolution that has occurred in the marketplace; 
  • Partnering cross-divisionally to bring new concepts and offerings to fruition in the digital communities, ensuring voice of customer/employee is accurately and appropriately communicated, and prepping the moderation team in advance of all outgoing co-op communications; 
  • Overseeing 3rd party vendor selection, negotiation, resourcing, and management; 
  • Managing a team of community moderators, preparing budget recommendations for staffing and program investments, and evolving non-traditional staffing models to ensure diverse voices are heard within both communities;
  • Acting as the champion for both programs across the co-op, effectively communicating program strategies and results to create transparency and visibility into the progression of the programs;
  • Streamlining moderation across multiple digital community platforms to ensure consistent customer and employee experience and maintaining and updating community moderation guidelines as needed in collaboration with cross-divisional stakeholders
  • Identify and communicate key responsibilities and practices to direct reports, ensuring the organization promotes a successful attitude, confidence in leadership and teamwork to achieve busines results
  • Assess the effectiveness of the moderation team by setting clear expectations, providing the appropriate level of performance feedback, and ensuring employees adhere to legal and operational compliance requirements
  • Facilitate empowerment and engagement of direct reports, actively seeking professional development opportunities for members of the moderation teamOversee training and development of employees directly and indirectly managed and make effective staffing decisions
  • Conduct performance management and progress reviews in a timely manner
  • Model positive outlook and support of leadership directives

Bring your passion and expertise

  • 5+ years of management experience, including knowledge of platform capabilities, building and leading teams, budget mgmt., KPI analysis, and annual planning
  • 2+ years of experience with social and community program management to drive quality traffic, content, consumer engagement and participation
  • 2+ years of experience in social media and/or digital community management and analytics tools
  • Bachelor's degree or equivalent experience preferred
  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
  • Creates a strong, mutually supportive work spirit and culture where people can do their best, establishing trust and inspiring others.
  • Makes effective organization and people decisions in a manner consistent with REI's values and ethics.
  • Delivers on commitments and holds others to same.
  • Champions the organization and advocates solutions in the overall Company's best interest.
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Approaches the work with a customer-first mindset, considering the ultimate impact of decisions and actions on internal and external customers. 
  • Fosters change in company direction
  • Effectively plans and executes changes, thriving in a highly dynamic environment where priorities can shift instantaneously between in-the-moment demands, cross-divisional partner requests, and future strategizing and planning

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.