Social Care Manager

About Us
Stanley, a HAVI company, is a company full of creators, builders and inventors from around the world. We have timeless spirit and a wild imagination. We create products across a full spectrum of product categories including Hydration, Food storage, Camp cookware, Bar, Café, and Mobility & Storage.
Position Overview
As a Social Customer Care Manager, you will lead a team of social consumer care coordinators responsible for front line inquiry and complaint management through Stanley social channels. This manager is responsible for delivering best in class response time and outstanding service to our consumers reaching out via social channels for information and/or assistance. You'll partner with Marketing Social channel to ensure a seamless social experience. This role is crucial in building and maintaining positive relationships with our customers and the community.
What You Will Do
Customer Service & Leadership

• Lead a highly productive, consumer centric Social Care team
• Collaborate and partner with social marketing leadership to ensure seamless social experience
• Develop & implement staffing plan to ensure excellent coverage with rapid response times
• Quickly identify and resolve consumer inquiries and complaints
• Communicate Social Care trends and implement resolution strategies
• Build and develop relationship recovery efforts for poor surveys
• Build a hospitality culture

Social Media Management

• Monitor social media platforms for consumer complaints, comments, messages, to recover relationships and mentions related to our brands
• Work with Marketing and Content team leaders to develop Social Care strategies for steady state as well as launches and events
• Track and report on trends and issues driving social inquiries and complaints; develop resolution strategies
• Establish and implement to performance metrics
• Find opportunities to enhance the community experience and provide feedback to improve our products and services
• Partner with our Consumer Support teams ensure seamless transitions and handoffs
• Take on additional CS related responsibilities as needed during low volume moments

Marketing Coordination

• Collaborate with the marketing team on select projects related to sales initiatives
• Assist in coordinating marketing efforts, including promotions, product launches, and campaigns
• Contribute to marketing strategies and provide insights based on customer interactions and feedback

Who You Are

• Associate's or Bachelor's degree in Marketing, Communications, or a related field (or equivalent experience)
• Proven customer service experience with excellent communication skills
• Familiarity with Freshdesk, Sprout Social or similar customer support platforms
• Strong social media management skills, with experience in Instagram and Facebook
• Ability to work collaboratively and adapt to a dynamic work environment
• Strong organizational skills and attention to detail
• A passion for outdoor adventure and water-related activities is a plus

Salary Range
$115,000-$125,000 annually
About HAVI
HAVI is a global, privately owned company that connects people with ideas, data with insights, supply with demand, restaurants with deliveries and ultimately, people with the products they love. Whether we are sourcing, storing, or delivering products, we bring unmatched category expertise and unrivaled operational excellence, combined with powerful digital analytics and insights. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI's business units include Supply Chain, tms, and Stanley. Our portfolio of businesses offers best-in-class sourcing and supply chain capabilities, brand-defining marketing and promotion services and innovative consumer products. For more information, please visit HAVI.com, tmsw.com and stanley1913.com.
Stanley is committed to a diverse and inclusive work environment. Stanley is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact Recruiting@stanley1913.com.
The base pay range for this position is for a successful candidate within the state listed. The successful candidate's actual pay will be based on multiple factors, such as work location, job-related knowledge, skills, qualifications, and experience. Stanley is a total rewards company, which includes rewards beyond base salary. At Stanley, full-time employees are eligible for an annual bonus, based on company and individual results. In addition, we offer a variety of employee benefits, personalized time off, 14-Paid holidays, dental, vision, 401(k), and much more.