ZURU Toy Company Looking for Community Manager at Auckland, Auckland, New Zealand Full Time

ZURU Toys is after a Community Manager for our brands across boys and girls toys. You will directly contribute to brand and market success by providing exceptional customer service. The role will involve managing daily community management on social media platforms and assisting the Customer Service team with their social media and email responses. In this role you will be responsible for monitoring and reporting on the Customer Service teams performance, as well as providing them each with monthly performance reviews to ensure they’re growing and developing in their roles. You will work closely with our Customer Service Manager, Social Media Manager and Brand Marketing Managers ensuring a best-in-class customer journey. To be successful in this role you will use your product experiences as well as empathy to truly understand consumer concerns and queries, finding individual and tailored solutions which are effectively communicated across all our virtual touchpoints.

Core Roles And Responsibilities

• Ensure the customer journey and experience is best-in-class through responding to and interacting with customers across social platforms and email communication.
• Create handbooks for each brand that can be used as a resource for our Customer Service team as the brand continues to grow and scale.
• Establish excellent knowledge of brands and their product ranges so that customers receive best-in-class responses with full information.
• Manage any complex or escalated queries from customers and ensure these are handled seamlessly.
• Manage surprise and delight opportunities.
• Create and maintain effective customer service procedures, policies and standards.
• Establish each brands’ tone of voice and provide training/examples to our Customer Service team to ensure it is being used across all channels.
• Keep records of customer interactions, transactions, comments and complaints.
• Monthly reporting to the wider brand team on hero customer feedback, common requests, product issues, Customer Service team performance and KPIs, and feedback to ensure customer needs are always governing ongoing strategies.
• Week to week reporting on defective stock issues and managing replacement stock send- outs to drive brand love.
• Stay informed on the latest industry techniques and methods.
• Support the customer service team and ensure their quality is at the ZURU standard.

Skills & Experience Required

• Experience in community manager or similar customer service role
• Excellent verbal communication and writing skills
• Excellent interpersonal skills
• Familiarity with social media management and marketing Ability to multi-task, prioritise and be organised.

$60,000 – $65,000 a year

About Zuru

ZURU is on a quest to reimagine tomorrow. Founded in 2003, ZURU Group has rapidly grown and now spans three core divisions—ZURU Toys, ZURU Edge (consumer goods) and ZURU Tech (construction).

Known for its cutting-edge software and world-leading automation and manufacturing systems, ZURU has over 5,000 team members in over 30 global locations, making it perfectly placed to continue building its reputation as one of the fastest-growing and most disruptive companies in the world.

At ZURU, we have cultivated a high-performing culture that encourages excellence. Our team works towards ambitious goals, learning, performing, and improving together, all while having fun. We empower talented individuals to do their best work every day.

At ZURU, you get out what you put in. You are responsible for driving your own career and we provide the platform to achieve it. As ZURU is on such a fast growth trajectory, there are opportunities here that you won’t find anywhere else.

Get to know us a little better by checking out @lifeatzuru on Instagram or www.zuru.com .

What We Offer

? Culture for Growth

? Health & Well Being Benefits (including an onsite 24/7 gym)

? Global Opportunities

? Surrounded by an A Player Team

? Competitive Remuneration

? Furry Office Friends

? Lots of fresh fruit, coffee, pals fridge and more

ZURU – Reimagining tomorrow ?