Coordinator, Community Management

6 months ago

Toronto, Canada Indigo Books & Music Full time

Company Description
**_

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE
- We love books and all things beautiful
- We are Canada’s Cultural Department Store
- Books are our heart and our soul and Great Books are JUST the Beginning

We play by the following rules:

- We exist to add joy to our customers’ lives each and every time they interact with us and our products
- Our job is to create joyful moments for our customers
- We treat each other the way we’d treat a valued friend
- We inspire each other to do our best work
- We seek to ignite creativity and innovation every day
- We give back to the communities in which we operate

**Job Description**:
The Coordinator, Community Management & Content Creation is responsible for monitoring/analyzing/reporting on Indigo’s social channels as well as creating/ideating video content for our social channels, including, but not limited to, Instagram, Facebook, Twitter, TikTok, Pinterest, YouTube and LinkedIn. This hybrid role seamlessly weaves Indigo’s brand values, tone, and voice together by managing our community and brand needs and creating and deploying content across our social channels. The role will include calendar management/development, content deployment, content monitoring/engagement, and strategic social listening.

**KEY PERFORMANCE METRICS**
- Insightful content analysis
- Accurate and timely execution of key content marketing initiatives
- Growth of content channels, including followers, engagement and impressions
- Increased traffic, natural search and engagement from content
- Increased positive brand sentiment and awareness
- Internal stakeholder satisfaction

**KEY ACCOUNTABILITIES**

Functional
- Develop and bring Social Media Playbook and content calendar to life for IndigoKids and IndigoBaby channels in collaboration with the social media team and creative studio.
- Adopt brand language and tone of voice, and represent Indigo across all public-facing channels (including but not limited to Facebook, Instagram, TikTok, Twitter, LinkedIn, YouTube etc.).
- Compilation of data, extraction of insights and tactical execution.
- Thorough data analysis and identification of patterns/trends/themes from the “front lines” to help frame opportunities and inform the broader Indigo team (creative, marketing, merchants, etc.) as they arise.
- Support communities across multiple accounts concurrently, including, but not limited to, responding to inquiries/comments and directing them to the right stakeholders.
- Schedule, monitor and respond to social media posts and the community, escalating issues to the appropriate stakeholders as needed.
- Act as a customer service extension, partnering with the appropriate cross-functional partners and acting as the outward-facing voice of our brand across channels.
- Identify and respond to ad hoc content and engagement opportunities.
- Deploy social media posts.
- Conduct social media listening and sentiment analysis.
- Create campaign pulse reports/hindsight decks.
- Proactively identify and anticipate customer expectations and needs.
- Embrace and seek out technology that creates high-tech and high-touch solutions for Indigo’s customers.
- Challenge the status quo by identifying areas for improvement, diagnosing issues and working to resolve them.

People
- Collaborate with others to drive flexible and iterative solutions quickly and easily.
- Share technical knowledge with others and seek to learn from those more knowledgeable than yourself.
- Help others see the impacts of their efforts and proactively engage other functions to get input.
- Encourage others to freely share their point of view and be open to feedback.

Cultural
- Model Indigo’s beliefs and convey a positive image in everything you do.
- Celebrate the diversity of thought and have an open mindset.
- Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes.
- Embrace, champion, and influence change through your team and/or the organization.

**SCOPE**

Reports to: Manager, Social Media

**KEY RELATIONSHIPS**

Internal:

- Marketing
- Creative Studio
- Merchants

External:

- Publishers
- Vendors
- Partners
- Content Creators/Influencers
- Community

**Qualifications**:
Work Experience/Education/Certifications:

- Minimum 2 years of community management, analytics and video creation experience
- University Degree with a focus on Marketing, Communications, or a related field
- Knowledge of digital marketing tactics, including SEO, web analytics and social medi

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