Associate Community Manager

hace 1 semana

Barcelona, Barcelona, España Amazon Spain Services, S.L.U. A tiempo completo

BASIC QUALIFICATIONS

  • Bachelor's degree or higher 2+ years' relevant experience
  • Demonstrated ability to dive deep to understand the customer, product, and business
  • Fluency in English and German
  • Experience with handling escalations
JOB LOCATION - Barcelona

The Selling Partner Communities and Satisfaction (SPCS) organization builds lasting connections with, and helps drive the success of our Selling Partners

We achieve this by:
(1) Providing effective channels for multi-directional engagement with Amazon, (2) Fostering an active and helpful community and information exchange among Selling Partners; (3) Understanding Selling Partners' perceptions of, and being internal advocates to improve, their experience selling on Amazon; (4) Ensuring that public perception mirrors the reality that Amazon's stores are a great place for Selling Partners to build and maintain a thriving business; and (5) Accelerating and strengthening third-party advocacy and partnerships that benefit Selling Partners.

Key job responsibilities

  • Monitor forum answers and respond on behalf of Amazon (within SLA) to posts or comments that didn't receive an accurate answer.
  • Recognize risk and public nature of the social support contacts.
  • Work diligently to restore a positive experience with each individual Seller.
  • Actively track customer pain points to identify possible solutions.
  • Creatively and proactively assist sellers through multiple contact channels within given guidelines sometimes simultaneously.
  • Audit the quality and accuracy of forum replies from community users and super users; taking action to provide correct guidance as needed.
  • Identify and analyze issues, patterns and trends in seller requests; assisting leadership with surfacing these findings to the appropriate business teams.
  • Escalate Systemic Issues and follow up according to the Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Us, ACES Issues Pipeline, etc.).
  • Identify sensitive issues and collaborate with the appropriate stakeholders (i.e. Community Managers, Executive Relations, PR, Legal, and Marketplace Teams, etc.) to create a response.
  • Regularly report on insights gained from community moderation.
Barcelona, B, ESP

PREFERRED QUALIFICATIONS

  • Community Manager experience
  • Experience with Marketplaces is preferred
  • Excellent written communication skills with proven ability to handcraft messages that align with Public Relations and Legal guidelines
  • Excellent organization and time management skills.
  • Strong interpersonal communication skills and a team player.
  • Displays a desire to contribute to process improvements in emerging contact channels
  • Displays ownership and responsibility
  • Amazon Forums / Third Party (3P) Seller experience
  • Proficiency in additional languages

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