Community Manager

New York, NY

Billie is looking for a Community Manager to engage our growing online community. You’ll nurture a team of community managers, curate community generated content and engage our fans in real time all while fostering brand love and loyalty. The ideal candidate dreams in memes, can spot a trending TikTok before it hits your FYP, and knows exactly what to say in the comments section. You live and breathe the heart and soul of social media and you’re always looking for what’s next.

What you’ll do:

Evolve our organic community strategy, balancing growth and engagement across new and existing platforms
Lead our fan outreach efforts, identifying and curating community led-content creation
Oversee a high-performing community team, inclusive of training, inbound prioritization, case management, communications cascade and QA
Optimize our toolkit of macros and processes to ensure consistent brand tone and overall customer experience
Consistently improve the way we communicate with our customers to make sure we’re creating a best-in-class community with exemplary service
Contribute community-centered content ideas to monthly content and social media lineup
Collaborate with the rest of the marketing team on creation of content and campaigns to drive growth, reach, and engagement
Report on social sentiment and conversation trends, mining comments for interesting insights that can impact future brand work
Partner with Communications & Customer Experience teams to maintain documentation for community management best practices, including tone of voice guidelines & FAQs
In partnership with the Brand and Creative teams, help define our tone and copy approach on social media to create a more ownable voice

What we’re looking for:

3+ years of experience with 2+ years driving Community strategy
A deep understanding of the social media landscape, trends and platforms
Impeccable writing skills, with the ability to deliver educational information with personality and wit
The ability to act fast and in real-time
A proactive and collaborative approach – you love working with people and people love working with you
Ability to use qualitative and quantitative insights to drive your recommendations
Strategic approach to escalation management and triage, remaining calm under pressure with a solution-focused mindset
A hands-on self starter who is comfortable with fast turnarounds and tight timelines
Someone who can lead by example and demonstrate Billie’s core values

Billie, Inc. is an equal opportunity employer that celebrates diversity. We prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. This policy applies to all terms, conditions and privileges of employment, such as those pertaining to training, transfer, promotion, compensation and recreational programs.