Social Media Vendor Manager, Customer Experience - Condé Nast New York, United States

About the job

Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company’s portfolio includes many of the world’s most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others. Condé Nast Entertainment was launched in 2011 to develop film, television and premium digital video programming.

Job Description
Location:

New York, NY

About Condé Nast:

Condé Nast is a premier media company renowned for producing the highest quality content for the world’s most influential audiences. Attracting 131 million consumers across its industry-leading print, digital and video brands, the company’s portfolio includes some of the most iconic titles in media: Vogue, Vanity Fair, Glamour, Brides, Self, GQ, The New Yorker, Condé Nast Traveler, Allure,

Architectural Digest, Bon Appétit, Epicurious, Wired, W, Golf Digest, Golf World, Teen Vogue, Ars Technica, The Scene and Pitchfork. The company’s newest division, Condé Nast Entertainment, was launched in 2011 to develop film, television and premium digital video programming.

Over the past 20 years, Condé Nast has reached record profits, tripling its topline growth and exponentially expanding its content distribution. During the same period, the company earned more editorial, design, digital, advertising, video and business awards than any competitor in the industry. In 2014, the corporation was recognized as one of the fastest-growing companies in the digital video

business and was one of LinkedIn’s Top 25 Most In-Demand Employers. The company has recently relocated to its new global headquarters at 1 World Trade Center, where it plays a leading role in the resurgence of Lower Manhattan.

We have the best, brightest and boldest talent in the media industry — individuals who produce our world-class content, design innovative products using the latest technologies and deliver unparalleled value for our business partners. If you would like to be part of this culture of excellence, we invite you to explore this career opportunity and see how your talent and aspirations might fit within Condé Nast.

Visit CondeNast.com and follow us on twitter @CondeNast and @CondeNastCareer.

Vendor Manager, Customer Experience Job Description:
We’re seeking a passionate and collaborative Social Media Manager to join our Customer Experience team to oversee all customer service responses posted on varying social media platforms. This individual will manage a growing team of Customer Care Specialists through a BPO vendor, creating policies and procedures and collaborating cross-functionally to ensure we are delivering the best

customer service possible for all of Conde Nast’s brands.

In this role, you will work cross-functionally with teams who are responsible for creating and maintaining the products and content that are served to our audience. You will help discover and highlight trends back to these cross-functional teams as well as the CX team. No day is the same in the world of social media, and with that you will need to act with a sense of urgency and care at all times, ensuring that the CM Specialists you oversee are doing the same.

The Manager will:

  • Build out and properly document policies and procedures for the Social Media CX Team.

Review policies and procedures regularly to ensure they are aligned with the CX Team’s overarching strategy.

  • Establish and manage KPIs and benchmarks to track performance to ensure success.
  • Evaluate performance and proactively provide feedback to vendors to increase customer satisfaction scores.
  • Serve as the main point of contact for vendor escalations to ensure timely and accurate responses to customer inquiries.
  • Collaborate with BPO vendor(s) and internal stakeholders to compose training

documentation to ensure agents are knowledgeable on products and procedures.

  • Lead regular calls with BPO vendor(s) aimed at identifying and solving top issues affecting the customer’s experience within the call center environment.
  • Collaborate cross functionally with stakeholders throughout the enterprise to share insights in an effort to resolve and reduce customer pain points.
  • Partner with social listening tool vendor to ensure we are leveraging the tool properly to maximize ROI
  • Contribute to the continuous improvement mindset across the CX function

The Manager Is:

  • Customer obsessed and has a passion for ensuring a great customer experience with every interaction.
  • Able to succeed in an ambiguous environment where change is welcomed
  • Exceptionally strong written and verbal communication skills. Ability to effectively adapt your communication style to best suit and influence your audience is a must.
  • Able to assess priorities and multi-task in order to meet deadlines and objectives.
  • Able to effectively communicate a clear vision, goals, and expectations.
  • Detail oriented and has excellent time management and organization skills.
  • Able to rally a team behind an idea to build positive momentum to achieve desired results.

The Manager Has:

  • 1-2 years experience in responding to customers via social media
  • 1-2 years experience leading a team of customer service representatives via social media
  • Experience with social listening tools is required, but experience with Sprout is preferred.
  • The ability to travel up to 25% within the United States and internationally

What happens next?
If you are interested in this opportunity, please apply below, and we will review your application as soon as possible. You can update your resume or upload a cover letter at any time by accessing your candidate profile.

Condé Nast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, familial status and other legally protected characteristics.

Apply Here