Social Media Associate, Community Management

Get cooking with HelloFresh!

At HelloFresh, our mission is to revolutionize the way we eat by making it more convenient and HelloFresh delivers “cook from scratch” meal plans straight to your door, with easy to follow recipe cards and high quality, pre-portioned fresh ingredients—saving time and money that you can instead spend with your loved ones!

HelloFresh is the world’s leading meal kit company and is expanding rapidly. Founded in November 2011, HelloFresh now operates in the U.S., the United Kingdom, Germany, the Netherlands, Belgium, Luxembourg, Australia, Austria, Switzerland, and Canada. HelloFresh delivers millions of meals to millions of customers across the globe. and listed in November 2017 at the German Stock Exchange in Frankfurt.

Social Media Associate Job Description:
Our Social Media team is looking for a high energy full-time associate to join them in providing an excellent community experience on our social channels. To be successful in this role, you will need exceptional community management skills and the ability to maintain customer satisfaction and positive brand reputation as we grow.

You will…

• Write fresh, engaging content adapted to the communities on each platform.
• Be the voice of the brand.
• Manage customer interactions on all social media channels (Facebook, Instagram, Twitter, Pinterest) with strict response timing.
• Collaborate with the rest of the team to escalate issues when appropriate.
• Live and breathe our brand positioning, and translate it intuitively into your work.
• Monitor comments and complaints in a timely manner, while identifying trends, influencers, and warning signs.
• Use social analytics & publishing tools like Falcon.IO and Talkwalker to engage the community and generate positive sentiment.
• Assist with the execution of social media campaigns, contests, giveaways and innovative ideas to turn the community into fans and advocates.
• Report on social media trends, best practices, and community insights to lead growth and optimize performance.
• Work at least one night shift per week from home (4pm-11pm), and potentially 2-4 hours per weekend from home (TBD depending on staffing needs). The rest of your time will be spent in the office, but weekday coverage can be modified to accommodate this.

You Are…

• Obsessed with customer satisfaction.
• Curious and analytical– you are passionate about identifying trends, industry best practices, and optimizing our online efforts.
• A team player with a fantastic can-do attitude (“no” isn’t in your vocabulary!).
• Serious about food without taking yourself too seriously (just like us).

You Have…

• Bachelor’s degree.
• 1-2 years relevant experience in customer care, community management, or other relevant field.
• Excellent written communication skills; you’ll be the frontline voice of the brand
• Strong understanding of how community management impacts the company reputation and the business at large through customer satisfaction and engagement
• Strong understanding of the current Social Media landscape and trends
• Be a diplomat while engaging with our customers and escalate issues when necessary
• Creativity, humor, and an instinctive ability to engage positively with happy customers, advocates, and influencers
• Ability to work autonomously and be proactive in solving new issues and improving processes
• Always-on curiosity and analytical skills to help us identify trends, industry best practices, and optimize our efforts
• Ability to understand business stakes, nuances, and ambiguities

Our team is diverse, high-performing and international, helping us to create a truly inspiring work environment in which you will thrive! It is the policy of HelloFresh not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.