Job Title: Online Community Manager
Location: San Francisco, CA
Department:Marketing
Reports to: Online Marketing Manager
Date posted: January 27, 2012
Full-time Position
Job Summary
The Online Community Manager (OCM) is the embodiment of Timbuk2 online. As our Community Manager, you’re full of energy and hungry for customer interaction; if someone is talking about Timbuk2 on the web, you’re there answering questions, gathering ideas, starting conversations, and infecting others with the Timbuk2 spirit. When our CEO, designers, sales folks, and the coffee delivery guy want to know how our customers are feeling and why, they turn to you. You care deeply for our customer because they are you and you are them. What they say matters and it’s your job to make them heard at Timbuk2.
This is not a Monday to Friday, nine to five job; it’s a lifestyle and you love it. Why? Because this is what you do. You love the Internet, you talk too much and sleep to little, you’re willing to give anything a go, tinker until you figure it out, and you’re as loyal and consistent as a Labrador (that’s a compliment, we love dogs). While you’re not a Kool-Aid drinker, you genuinely believe in brand, think bikes are brilliant, and if given a choice, you’d never ever be without the Internet. This is a full-time position.
What you’ll be doing in this role
Moderate and respond to all customer dialog online (Facebook, Twitter, Google+, GetSatisfaction, Reddit, Pinterest & Blog) seven days a week.
Own content development and deployment for social.
Manage deployment of all contests, including prize acquisition and fulfillment.
Moderate and respond as needed to all product reviews on timbuk2.com.
Help moderate and manage tone of product reviews on Amazon, eBags, Zappos & Luggage.com.
Manage Timbuk2’s flickr account by tagging photos and organizing sets.
Manage and promote Timbuk2’s blog my tagging and organizing posts, sharing posts, blogging regularly, and teaching/encouraging other Timbuk2 employees to blog.
Track and manage @mentions of Timbuk2 across the web, commenting on behalf of Timbuk2 on every relevant post, leaving no question unanswered or high-five hanging.
Work closely with Timbuk2’s Customer Service team to manage customer’s expectations and answer their questions across social media.
Manage social metrics for weekly, monthly, and annual report-outs on performance, distilling findings into regular reports shared with the Timbuk2 team.
Consolidate and share feedback on product reviews and feedback w/ relevant teams @Timbuk2.
Collaborate with OMM to develop contests, content, and partnership ideas.
Recommend, adopt, and own new technologies and associated behavior for Timbuk2.
Communicate clearly and effectively both inside and outside of Timbuk2.
Inspire the Timbuk2 community with thought-provoking, relevant and engaging content.
What you’ll need to rock this role
BA or BS from a four year university.
Huge ambition and desire to be an outstanding contributor on the Timbuk2 team.
Love of and/or comfort with writing prose quickly, regularly and correctly (i.e. grammar).
Early adopter of emerging technologies & web trends.
Facebook, Twitter, Google+, Tumblr & Pinterest power-user.
Proven ability to manage workload, complete tasks and meet deadlines without exception.
Online shopping expert; it’s almost a problem.
Experience working in retail a plus; experience working in ecommerce a HUGE plus.
Basic skills in Photoshop and HTML and willingness to teach yourself more.
Ability to express thoughts and ideas clearly through writing and visuals.
Comfort working with cross-functional teams at various levels across the company.
Empathy for the customer. They are right, even when they’re wrong!
Obsessive attention to detail; social is casual, not sloppy.
Love of bikes and dogs and/or willingness to hang out with them in the office.
About Timbuk2
Timbuk2 was born in a San Francisco garage and raised on the backs of hard-working bike messengers. Since 1989, we’ve manufactured good-looking, tough-as-hell bags in our San Francisco factory. Timbuk2 bags outlast jobs, relationships and sadly, even some pets. We work hard, play harder, and always say “yes” to adventure. Read more about our history here.
Click here to apply. Cheers!
