Community Engagement Specialist

Job Description

Are you interested in supporting the LEGO Community Management and Moderation team in delivering impactful engagement with their consumers? 

Our mission in Community Management and Moderation (CMM) is to nurture vibrant communities where we engage deeply with our audiences, amplify their voices and inspire the joy of creation.

We want to be a reason why people choose the LEGO Brand.

We are a global team which sits as part of our Consumer and Shopper Engagement department, which has operations in the UK, Germany, USA, Singapore and China supporting over 4 million customer engagements per year across multiple channels.

You will be part of a team of Community Engagement specialists who are responsible for actively engaging with our fans around the world through multiple owned, earned and shared channels across the LEGO Connected Eco-System and beyond.  The team is based in multiple locations.

You will be a key part in ensuring that we achieve our agreed engagement and brand building objectives.

No relocation assistance is offered for this position.

Core Responsibilities:

• Engaging with LEGO Fans across multiple channels and platforms to create a brand differentiating experience.
• Safeguard LEGO Brand across diversified digital and physical experiences, with the appropriate voice of manner.
• Being active in developing our approach to engaging with LEGO campaigns deployed by our LEGO Agency and Markets.
• Tailor your engagement to the channels and audiences you are interacting with, be it through driving loyalty in kids’ channels or social media, recovering complaints and providing expertise on third-party platforms or injecting sales support proactively on our own Shop.
• You will work with your own people leader and the Senior Manager for Digital Engagement and Sandbox to onboard new engagement opportunities into Consumer & Shopper Engagement, supporting projects and adapting the way you work quickly to new channels.
• Create engaging content or activities with the team, to drive continuous elevation of fans’ satisfaction.   
• Monitor community sentiment as a daily routine to build long-lasting and engaging relationships with LEGO fans and stay alerted to raise any potential risks that may impact the LEGO Brand.

Play your part in our team succeeding

LEGO Consumer and Shopper Engagement is at the forefront of delivering exceptional consumer support globally. Delivering engaging experiences for our LEGO Communities requires a growing focus on interaction and engagement with audiences through social media and owned communities, providing proactive shopper assistance, and fostering two-way engagement at various touchpoints.

Reporting to the China Community Engagement Manager, you’ll play a pivotal role in helping Consumer and Shopper Engagement make a step change from a world-renowned customer support centre to a best-in-class and innovative digital engagement centre for communities, driving measurable value for the LEGO Group across consumer touchpoints and constantly identifying new opportunities for driving value through engagement.

Do you have what it takes?

• Bachelor’s degree, e.g. in the areas of communications, marketing, media, business studies or equivalent experience is preferred
• Proven experience in operating social media communities in China at least 2-3 years.
• Sensitive to capture digital trends, channels and platforms showing comprehensive knowledge of social media ecosystem in China.  

• Excellent Communication Skill.

• Great team player. Being cooperative across stakeholders and embracing one LEGO team spirit.
• Solid experience and knowledge on social media and community management performance, driving long-term optimization.
• Ability to spread enthusiasm for the LEGO brand. Passionate about building an inclusive and diversified culture across LEGO owned and earned media.
• Ability to cope with change and uncertainty. Being a proactive problem solver 

• Flexible And Adaptable

• Digitally Native

• Excellent spoken and written skills in English. Additional language fluency a plus.
• Ability to tailor your tone of voice to different audiences
• Ability to assess risks of public engagement opportunities

Nice To Have:

• Contact Center Experience

• Confident engaging digitally with customers
• Marketing background or experience in launching brand activations and integrated marketing campaigns
• Experience with Social engagement via Khoros/SalesForce
• Familiar with principles of the Agile methodology
• Experience in KOL and KOC cooperation

#Li-Jy2

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

• Just imagine building your dream career.
• Then make it real.
• Join the LEGO® team today.