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Senior Member Experience Manager - Influenster At BazaarVoice

Location: New York, New York

Job Description

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.

Bazaarvoice completed the acquisition of Influenster in August 2019 and with the 2 companies coming together we are able to create an even more attractive proposition for our clients.

Influenster is a digital destination where consumers discover products and reviews that enable them to make well-informed purchase decisions. With over 6 million members who have written over 38 million product reviews, we believe the consumer is the expert - everything we do within Influenster is centered around this philosophy.

As the Senior Member Experience Manager for Influenster, you will lead a cross-functional team touching multiple points on the user journey. You will directly manage our customer service, social, email, and content teams, improving processes and setting us up for scale. Reporting to our Director of User Marketing, you will be responsible for leading feedback-based product improvements, data-driven program recommendations for sales, identifying new opportunities for user retention and UGC, and all critical elements of platform growth. This is a new role created at a key time in bringing Bazaarvoice and Influenster together, leading to tremendous growth opportunities for high performers. Successful candidates will leverage their subject area expertise, strong record of team leadership, and excellent project management skills to create a best-in-class experience for our users.

Responsibilities:

  • Lead and empower a small, cross-functional team to create meaningful and quality experiences that retain and engage our users.
  • Provide strategic recommendations and data trends/insights across channels for sales programs, product improvements, and content development.
  • Collect and analyze various data sources to optimize current processes and programs, identifying and implementing automation as appropriate.
  • Be a strong user advocate, balancing the needs of the community with those of the business.
  • Design and implement effective outreach programs to engage current members and reconnect with lapsed creators, leveraging social media, email, SMS, and push notifications.
  • Provide strategic social media and email management oversight related to best practices, content development, and a deep understanding of various channel nuances.
  • Ensure we can successfully deliver on all SLAs across user-facing channels and internal stakeholders, delivering on campaign expectations and CSAT targets.
  • Coach and grow your team in their careers, upleveling their project management and communication skills.

Qualifications:

  • 7+ years of building and scaling customer engagement and/or user retention programs, including leading teams within the community, content, social media, and customer service spaces.
  • 5+ years of direct people management, with a record of career development for reports.
  • Comfortable diving into data to produce informed strategic recommendations and insights (Familiarity with tools like Google Analytics, Domo, and Mixpanel preferred).
  • Proven ability to work cross-functionally to evaluate, optimize, and drive improvements to processes and programs through to completion.
  • Strategic experience scaling customer support programs (Familiarity with platforms like Braze, Zendesk, and/or Salesforce required).
  • A passionate and empathetic approach to supporting users and/or community members.
Why join Bazaarvoice?
  • We’re committed to client success: There are over 5K brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.
  • We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.
  • Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.
  • We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.
Our Employee Value Proposition

BV’s Impact on the Market:
We are shaping the way people shop, putting the shopper experience at the heart of everything we do. We partner with the worlds largest brands and our network’s impact is comparable to Facebook, LinkedIn and Google. If you shop or research online, it’s very likely that you’ve already interacted with Bazaarvoice. With market leading technology, shopper data that spans over a million shoppers and a billion shopper interactions a month, our future is limitless.

What this means in Marketing:
At Bazaarvoice, we put the shopper first. That means that whether you’re a brand or retail client, we think holistically about the experiences of those who buy your products or purchase on your site. With a shopping network that is unparalleled in terms of size and scope, we are uniquely positioned to help shoppers find highly rated products (wherever they shop), have their questions answered, and their voice heard. With 13 years of industry expertise, we partner with clients to drive ratings and reviews program success.

Professional Learning, Growth and Impact:
You can grow your career, your skills and professional experiences by working across a breadth of business initiatives, different global regions and innovative solutions. You have the opportunity to see tangible results from your direct contributions and build your own brand at Bazaarvoice. With new products and markets on the horizon, there has never been a more exciting time to be at Bazaarvoice.

What this means in Marketing:
The Bazaarvoice marketing team is comprised of highly-skilled experts who are the owners of their portion of the business. By selecting a career at Bazaarvoice, you’ll be given strategic guidance from leadership but also the autonomy to learn and grow in your role. With the changing face of retail, this is not an organization for those looking to have the ‘marketing playbook’ spelled out for them. If you’re interested in trying new marketing tactics and learning alongside passionate teammates, Bazaarvoice is for you.

Great People:
You will work with and help recruit bright, experienced, passionate and humble colleagues that bring diverse perspectives on a daily basis. We are open minded, respectful and transparent.

What this means in Marketing:
Marketing BVers represent both a diversity of background, thought, and interest but also a harmony of values. Whether on your team, or elsewhere throughout the organization, you will find passionate individuals who will become your friends both in the office and outside of the workplace. They genuinely enjoy spending time together and collaborating on work tasks. People have time for each other, there is never a task too great or too small.

Culture:
You will be part of a vibrant culture where we celebrate, we collaborate and we come together generously to elevate one another & our community. We promote open dialogue at all levels and are generous with our time and ideas.

What this means in Marketing:
The marketing team at Bazaarvoice is a transparent, flat organization where employees interact with their peers all the way up to the executive staff. The best ideas are celebrated, whether they come from a senior leader or a new team member. If you have a great idea and can back it up with data, the company will listen. Because of this, we look to hear one another’s opinions frequently and collaborate in cross-functional capacities.

Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.