US Community Senior Specialist

Job description

Role: US Community Senior Specialist Reports into: Community Management Lead Contract Type: Full Time, working 7.5 hours per day, 5 days per week, including alternate weekends, with varying shift patterns between 8:00 and 22:00 EST. Location: Remote - Miami or New York, USA. Expected to work on-site once every 2 weeks About Us Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress. To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side. These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner. Our Purpose and Mission We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life. The Role: We are looking for a passionate, customer-focused US Community & Retail Specialist to help grow and nurture our US community while supporting the launch and ongoing success of our retail experience. This role sits at the heart of our Community Management team, acting as the bridge between our online community and retail operations. You'll engage directly with customers across our social channels, helping to build positive brand sentiment, strengthen customer relationships and ensure every interaction reflects the Oner Active brand. Working closely with the Community Management Lead in the UK, you'll play an important role in shaping the US community, gathering customer insight and supporting the evolution of our community strategy as we continue to grow. About you: As the US Community Senior Specialist, you will be responsible for managing day-to-day community engagement across our US social channels, responding to customer enquiries and fostering meaningful conversations that strengthen loyalty and advocacy. Alongside community management, you'll support our retail presence by acting as the link between online customer conversations and the in-store experience. You'll monitor customer sentiment, identify emerging trends, provide real-time feedback to retail teams and ensure key community insights are shared back into the business. You'll also become a trusted source of product knowledge through ongoing product training, helping educate customers and confidently guide purchasing decisions. You’ll be responsible for: Manage and grow the US community across social media channels, ensuring engagement aligns with the global community strategy. Deliver exceptional community engagement through authentic, personalised conversations that strengthen customer loyalty and brand advocacy. Act as the first point of contact for public community enquiries, providing accurate product guidance and escalating complex customer issues to the Customer Experience team where appropriate. Support the US retail experience by responding to store-related enquiries, launches, events and community activity during store opening hours. Monitor community conversations, emerging trends and customer sentiment, proactively identifying opportunities and escalating potential risks where needed. Share regular insight and reporting on customer feedback, product sentiment and community trends with the Community Management Lead to help shape future community and brand initiatives. Work closely with Retail, Customer Experience, Partnerships and Marketing teams to ensure a consistent customer experience across digital and physical touchpoints. Attend regular product training sessions to become a trusted source of product knowledge, confidently educating customers on fit, fabrics and product collections. Support local community activations, retail events and campaigns that help grow the Oner Active brand within key US markets. Help maintain a positive and engaging community environment by encouraging meaningful conversations and recognising opportunities to celebrate our customers. You’ll need to have: Experience in Community Management, Customer Experience or Social Media within a customer-focused environment. Excellent written communication skills with the ability to adapt tone whilst maintaining brand consistency. Strong understanding of social media platforms, online communities and emerging digital trends. Highly organised with the ability to prioritise multiple conversations in a fast-paced environment. Confident managing sensitive customer situations and knowing when to escalate issues appropriately. Strong relationship-building skills with the ability to collaborate across multiple departments. Passion for delivering exceptional customer experiences and building engaged online communities. A genuine interest in health, fitness and the activewear industry, with a desire to continually build product knowledge. Equality, Diversity, and Inclusion At Oner Active it’s about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive. We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team — we’re here to support you every step of the way.