COMMUNITY MANAGEMENT

BIRCHBOX

At Birchbox I worked independently as the Community Manager, acting as the first point of contact for customers. I developed Birchbox’s voice on social media to be knowledgable, approachable, friendly, and informative, and to mirror the content being produced for social. I nurtured relationships with fans and customers, produced content as topics of conversation based on the products we were highlighting monthly, and produced language to de-escalate situations, and to give customers the immediate help they needed. I also provided detailed reporting and analytics on a weekly and monthly basis, highlighting trends in feedback and takeaways for key stakeholders. Below are some of my favorite conversations I had with customers, as well as examples of how I turned qualitative feedback into quantitative feedback to drive tangible change.

COMMUNITY CONVERSATIONS

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REPORTING

Here is an example of the one-sheeter PDF that explored high level social analytics. I measured qualitative feedback by assigning a sentiment to each comment along with the subject of what the the comment was about. I was able to then bring this fee… — Here is an example of the one-sheeter PDF that explored high level social analytics. I measured qualitative feedback by assigning a sentiment to each comment along with the subject of what the the comment was about. I was able to then bring this feedback to key stake holders to help them make smarter decisions that affected the overall subscriber base.

This is a deeper look into our analytics. It explores the exact breakdown of sentiment on certain platforms, and pulls examples of specific feedback customers have that speaks for the overall sentiment from customers on specific subjects that week. … — This is a deeper look into our analytics. It explores the exact breakdown of sentiment on certain platforms, and pulls examples of specific feedback customers have that speaks for the overall sentiment from customers on specific subjects that week. Subjects were chosen based on highest volume. I also highlighted key product feedback from customers. This was important because it gave our Merchant team leverage to go back to their accounts and make requests with solid support, or give them an understanding of maybe why a product wasn’t working as best as it could. When identifying this feedback, tangibility was important to me. I wanted to make sure the customer wasn’t just saying “I love it” or “I hate it” but giving us a reason why.