Community Management Specialist

Summary about this job

Detail information about job Community Management Specialist. Terms and conditions vacancy

• Exciting new role to maximise customer experience in the Kmart social community
• Great career opportunity working for Australia’s largest retail family
• Based at National Office in Mulgrave with free parking and staff benefits

At Kmart, we are where families come first for the lowest prices on everyday items and our vision is to make everyday living brighter for all our customers, every time and everywhere they shop with us. 

As Australia’s brightest retail star, we have experienced great success in recent times but for Kmart this is just the beginning of our exciting journey ahead! We have big plans in place to ensure we deliver our vision and significantly expand our business. With more new stores to open across Australia and New Zealand, growth of our online business and expansion into new markets, we are on a mission to improve the Kmart shopping experience for all our customers, who are at the heart of everything we do. There has never been a more irresistible time to join Kmart!  

We now have available an opportunity for an experienced Community Management Specialist to Assist on the day-to-day management, analysis and reporting on the interaction with Kmart’s passionate community across our social channels (Facebook, Instagram, etc.). Reporting in to the Community Manager, the key responsibilities of this role will include;

• Implementation of Kmart’s community management approach and the reporting on key metrics across social channels
• Communicating with community members using Kmart’s authentic brand voice across social channels
• Ensure the timely resolution and escalation of issues
• Dealing with customer service issues on social media as well as escalating serious issues to CSC/Corporate Affairs/KLT
• Communicate and resolve issues to ensure Kmart’s social channels remain open and positive communities
• Work closely with PR/Corp Affairs, Legal, CSC, Creative, Marketing and other stakeholders across the business

To be successful in securing this exciting new role, you will ideally possess the following skills and experience;         

• Experience in social community management (preferably for a large, high profile brand)
• Strong copywriting and communications skills demonstrated in a fast-paced environment
• Demonstrated ability to analyse and report on key metrics from both a social (engagement etc) and CS (response times) point of view
• Experience working with PR/Corporate Affairs, CSC, Legal and Marketing teams to ensure alignment of community management approach
• Experience with community management and community management software
• Strong social channel understanding with a continued Customer-focus mindset

You will benefit from joining an amazing business and a dynamic team who are all committed to the success of Kmart and providing our customers with a great shopping experience. Our values – Think Customer, Take Care, Live Integrity, Grow Together and Reach Higher will resonate with you deeply and you’ll enjoy being part of a growing, iconic Australian business that has a fantastic culture that is non-hierarchical, diverse and inclusive. Your work environment will be highly collaborative, fast-paced and progressive, with no two days the same!

You will be afforded autonomy and accountability in your role and have access to development opportunities across both Kmart and the Wesfarmers Group, excellent remuneration, an uncapped bonus scheme & access to Wesfarmers share plan (both for eligible team members), free parking and benefits program including a discount card for Kmart, Coles, Target and Officeworks.

So if this sounds like the perfect role for you – apply now!

At Kmart we aim to ensure our teams reflect the diversity of the communities in which we operate.

Candidates interested in this position should apply directly to this advertisement as we are not accepting applications from recruitment agencies.