REI Mgr Online Community Management in Kent, Washington

Mgr Online Community Management

Posted Date:Dec- 4-2018

Job ID:12487

Job Type:Full Time

Job Function:eCommerce / Online



Store:Kent Headquarters

What's cool about this job

The Manager of Online Community Management contributes to REI by leading the development of REI’s digital community forums. This role will help create a platform where millions of our customers and members from our outdoor community will engage in compelling discussions around outdoor gear, activities, experiences, workshops, and stewardship. The successful candidate has experience growing and scaling community social media programs, that leverage the strengths of the platforms /and/ the communities that play within them. The role will oversee the administration and moderation of the community platform, partner with marketing to develop campaigns, participate in cross-divisional initiatives, and leverage features of the community platform to achieve goals. This Manager will lead the creation of a distinct point of view on the look, feel, sound (overall taxonomy) that shows up in our social channels, and push forward strategies to ensure we are advocating for our member community and driving value to the brand.

  • Identifies and communicates key responsibilities and practices to direct reports ensuring the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.

  • Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.

  • Models positive outlook and support of leadership directives.

  • Challenges and inspires employees to achieve business results.

  • Ensures employees adhere to legal and operational compliance requirements.

  • Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.

  • Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.

  • Establishes and maintains visibility within the department.

  • Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.

  • Facilitate empowerment and engagement of direct reports.

  • Completes and conducts performance management and progress reviews.

Bring your passion and expertise

  • Define and deliver the community strategy, business plans and roadmap in the achievement of REI business goals.

  • Establish a vibrant online community space for REI customers and members, as measured through traffic, returning visitors, session length, posting, kudos etc.

  • Partner with creative teams to curate / create compelling content and drive engagement.

  • Oversee day-to-day moderation of community channelsand help scale administration.

  • Manage and optimize user feedback channels to identify market-specific trends, compile reports and shared insights to drive product improvements.

  • Develop and implement processes and infrastructure to scale customer-facing operations.

  • Grow and scale internal and external community engagement through effective marketing campaigns, community promotions, and internal advocacy.

  • Evolve the user community through creative rewards, community moderation, and vetting of potential group members.

  • Execute promotional programs that encourage and reward user participation.

  • Work with cross-divisional REI teams (i.e. Customer Service, Digital, and Marketing) to explore the fullest expression of a digital REI community that includes membership, customer service, green vest, off-line events, etc.

  • Defineand develop digital experiences, tools and processes to enable community engagement between customers, members, influencers and REI.

  • Oversee agency and application selection, negotiation, resourcing andmanagement.

  • Establish and grow internal relationships at all levels of the organization to ensure long-term program development and growth.

  • Collaborate with cross-divisional departments to apply social insights to the broader business (e.g. product trends on Pinterest to inform Co-op Brand design).

  • Define online community standards and practices in partnership with creative (look, feel, sound) and Brand Stewardship & Impact (community management).

  • Communicate program strategies and results consistently to create transparency and visibility into the progression of the program.

  • Prepare budget recommendations for staffing and program investments.

  • Facilitate empowerment and growth of direct reports.

  • Own performance management & progress reviews, coaching, and development.

Why you'll love it here

Real. Alive. Connected. These are a few words that describe life at REI. Whether it’s in our careers or in the great outdoors, we aspire to adventure in all ways! At REI we value our customers; we work hard to earn our reputation for quality and integrity every day. Our commitment remains the same as when we started out in 1938: to inspire, educate and outfit for a lifetime of outdoor adventure. Join a passionate community of people who believe in one simple truth: an outdoor life is a life well-lived. Get ready to harness your creativity, customer focus and enthusiasm for living life outdoors—we can’t wait to meet you!

REI is proud to be an Equal Opportunity Employer.

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 20 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 140 retail locations (and growing), REI offers unique competitive benefits to its more than 12,000 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