Job Opening: 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, Cafe, 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 , and . Stanl