Job Summary:
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…
WHO ARE WE?
Insomniac produces some of the most innovative, immersive music festivals and events in the world. Enhanced by state-of-the-art lighting, pyrotechnics and sound design, large-scale art installations, theatrical performers and next generation special effects, our events captivate the senses and inspire a unique level of fan interaction. The quality of the Headliner experience is our top priority.
Insomniac produces 10,000 concerts, club nights and festivals for seven million attendees annually across the globe. Since its inception, Insomniac's events have taken place in 13 countries across five continents. The company's premiere annual event, Electric Daisy Carnival Las Vegas, is the world’s largest dance music festival and attracts more than 525,000 fans over three days. The company was founded by Pasquale Rotella and has been based in Los Angeles since it was formed in 1993.
THE ROLE
Insomniac Events is looking for a Lead Community Engagement 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 requires 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
- Prepare customer sentiment data reports to provide actionable insights for internal stakeholders
- Lead the recruitment, hiring, onboarding, and training of new team members, ensuring seamless integration for both full-time and seasonal staff
- Partner in crafting and refining festival website copy to ensure the accuracy of information
- 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
- Support in recruiting, hiring, training of various team members
- Other special projects and tasks assigned as needed
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 U.S. must possess work authorization, which does not require sponsorship by Insomniac for a visa.
EQUAL EMPLOYMENT OPPORTUNITY
Insomniac strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
Hourly Pay Range: $20.00 - $25.00 USD
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Insomniac recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Insomniac may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.
