Community Moderation Specialist

Woolworths Group

Community Moderation Specialist

We create better experiences together for a better tomorrow.

Why Woolworths Group
Visit Woolworths Group profile

Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce & B2B businesses, Woolworths Group is Australia and New Zealand’s largest retailer. A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.

About the role

We are looking for someone who will be the face of the community in the bunch and teambunch communities. This role is critical in setting the tone for the communities to be safe, inclusive, positive and supportive environments where members can have open discussions and share feedback, ideas and knowledge. We live by the principle of ‘by the community, for the community’ and seek someone who can be a key touchpoint for our team and customers to help us close the feedback loop on our brands, and ‘create better experiences together for a better tomorrow.’

What you'll do

• Leverage best-practice community management principles to inform response to members. 
• Respond to customer and team discussions using agreed-upon guidelines.
• Diplomatically and empathetically reach positive resolutions to conflict in the communities.
• Quickly identify when discussions and comments require warning and/or suspension of users (including for inappropriate language, or ‘gaming’ the system) or need escalation.
• Ensuring the ongoing health and stability of the team and customer communities through maintaining and updating of documentation relating to the governance of the community
• Working with a community management agency to embed community management best practice in moderation activities.

What you'll be responsible for

• 👥 Community Management
  

  Create a positive community amongst stakeholders with ongoing support and conversations, to strengthen relationships, foster loyalty, and increase advocacy

• 🕵🏼 Research and Insight Development
  

  Develop deep market and customer insights to guide strategy and activities

Skills you'll need

• 👥 Collaboration
  

  Works with others by being open, clear in communication and listening to achieve goals

• ✍🏼 Written communication
  

  Writes in a clear and structured format to convey information and ideas effectively to a target audience

• 💡 Problem solving
  

  Identifies problems and develops logical solutions that address the problems

Applying with Hatch

Woolworths Group is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.

Learn more about Hatch