Community Engagement Lead Coordinator

Job Description

WHO ARE YOU?

Do you enjoy dance music? Do you excel at community engagement? Then you're in luck! We are looking for a highly motivated self-starter who embodies both a passion for dance culture and a love of the social media and community engagement space. Is this you? Read on…

THE ROLE

Insomniac Events is looking for a Community Engagement Lead Coordinator who has email and social media-based customer service experience to handle a high volume of customer service-related questions, comments, and requests across festivals, brands & concerts. This person will be the point person for the Headliner Experience team and needs to be comfortable with leadership and communication. This role will consist of off-hours, remote, and overnight work. The work schedule varies and will be determined by the needs of social team. This position will interact with fans on public-facing social media channels as well as our email platform, writing in the voice for each brand and staying within our various themes and values. This position reports to the Manager, Social Media. This is not a remote position and required full time in office.

RESPONSIBILITIES
• Monitor various email inboxes, direct messages, and all direct customer inquiries regarding festival questions, ticketing issues, lost and found, prohibited items, etc.…
• Constantly monitor comments for issues and questions.
• Engage with Headliners, leaving positive comments to balance out questions and complaints
• Use appropriate brand voice to interact with fans and customers
• Ensure that your team of Community Engagement Coordinators is hitting all KPIs
• Collaborate with the Manager, Social Media to evolve processes and actively solve any issues
• Act as the liaison between Social Media and Marketing teams, Operation and Production teams to actively address and solve issues, comments, and complaints
• Leave no public-facing question or issue unanswered
• Monitor platforms for safety issues and concerns while possessing awareness when to escalate concerns to proper stakeholders
• Additional tasks to be determined in real time by Social Media, Operations, and Production teams

QUALIFICATIONS
• Bachelors degree or 3+ years of relevant experience in customer service
• An in-depth understanding of electronic music, festival culture, and the live music space
• In-tune with local music scene, venues, and nightclubs
• Organized self-starter with meticulous attention to detail
• Knowledge of Facebook, Twitter, Instagram, Instagram Stories, YouTube, TikTok and other live streaming apps and social media platforms
• Experience in social media management/monitoring tools such as: HootSuite and Sprinklr
• Proficient in grammar, copywriting and asset selection
• Must have basic knowledge of Adobe Photoshop, GIF creation, and other content creation apps.
• Experience working on-site at concerts, music festivals, or other large-scale events
• Ability to work overnight, off-hours, and react appropriately to time-sensitive situations

WORK ENVIRONMENT
• Must be able to tolerate loud noise levels & busy environments
• May work in drastic temperature climates
• Must be willing to frequently travel to work events during holidays, evening and weekend hours, as required, to meet deadlines

Applicants for employment in the US must possess work authorization, which does not require sponsorship by Insomniac for a visa.

Jobcode: Reference SBJ-rv0kmm-3-149-23-112-42 in your application.