WHO WE ARE, WHY WE EXIST, & HOW WE OPERATE

Goorin ® has been an American sportswear brand since 1895. We created our unique take on EveryDay Wear™. We expertly created hats and caps designed to celebrate individuality that millions of customers around the world, outstanding in their fields, wear as part of their personal self-expression. Built to last, Goorin’s high/low brand and creative recipe mixes constant experimentation, fresh innovation, elevated quality touched by hand, and obsessive creativity-always starting with something ordinary and common, giving it something extra to make something unexpected and uncommon. We believe that everyone is mildly remarkable, that life is meant to be more fun, less serious for maximum pleasure. We push the limits with our version of EveryDay Wear™ to create more euphoria which can have massive appeal. When you see our castle, a mark of confidence, you know it’s a Goorin.  

WHAT YOU WILL BE DOING                                                                                                                                                            

We are looking for a passionate and customer-obsessed Customer Experience & Brand Engagement Specialist to join our growing team. This is a key junior-level role that blends customer service with innovative brand initiatives to help drive revenue and loyalty. You will be responsible for engaging directly with customers through 1:1 email communication, answering customer questions, and supporting loyalty programs. Additionally, you will spearhead exciting projects like uniform programs, GovX, and college ambassador programs to expand our brand reach. The ideal candidate will have a deep passion for delivering exceptional customer experiences, while proactively seeking new ways to acquire and engage customers. 

WHAT YOU WILL BE RESPONSIBLE FOR                                                                                                              

·      Customer Engagement & Support: Serve as the primary point of contact for customer inquiries, providing timely, personalized responses via email and other communication channels to ensure a high level of customer satisfaction.

·      Revenue-Driving Programs: Assist in the development and execution of revenue-generating initiatives such as uniform programs, GovX partnerships, and college ambassador programs. Identify opportunities to grow these programs and expand our customer base.

·      Loyalty Program Support: Support and help optimize our customer loyalty programs by identifying ways to enhance customer experiences and drive repeat business.

·      Outreach: Send personalized email communications to customers, including follow-ups on inquiries, special offers, and loyalty program outreach. Ensure each interaction reflects the brand's values and enhances customer retention.

·      New Customer Acquisition: Identify and evaluate new channels, partnerships, and opportunities to engage and acquire customers. Proactively suggest creative ideas for customer engagement, including new platforms, communities, or event partnerships.

·      Brand Advocacy Initiatives: Work closely with the marketing team to develop and execute ambassador programs, focusing on college students, influencers, and loyal customers. Build meaningful relationships with ambassadors to increase brand visibility and drive revenue.

·      Customer Feedback & Insights: Gather customer feedback from various touchpoints to share with the marketing and product teams, helping to inform strategy and product development based on customer needs and preferences.

·      Support Marketing Campaigns: Collaborate with the marketing team to ensure customer experience initiatives align with larger marketing campaigns and goals, enhancing the overall brand journey.

·      Cross-Functional Collaboration: Work with the CRM, loyalty, and digital marketing teams to deliver a cohesive and delightful customer experience across all touchpoints.

·      Track & Report Metrics: Track customer engagement, feedback, and acquisition efforts, providing regular reports and insights to the marketing team. Analyze the effectiveness of customer experience initiatives and suggest areas for improvement.

SKILLS & EXPERIENCE REQUIRED                                                                                                                                                        

·      Bachelor's degree in Marketing, Communications, Business, or a related field.

·      1-2 years of experience in customer service, brand experience, or marketing roles.

·      Passion for customer service, with an ability to communicate empathetically and effectively with customers.

·      Strong organizational skills with the ability to manage multiple projects and initiatives simultaneously.

·      Experience in email marketing or customer communication tools.

·      Excellent written and verbal communication skills, with attention to detail.

·      Self-motivated with a proactive approach to solving problems and suggesting new ideas.

·      Familiarity with customer engagement platforms, CRM tools, and loyalty programs is a plus.

·      A creative thinker with a strong passion for building customer relationships and identifying new ways to engage.

PAY                                                                                                                           Salary will be commensurate with experience and qualifications.

The preceding job description has been designed to indicate the general nature and level of work performed within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to the job.

Goorin Bros is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Goorin Bros will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Police Code, Article 49, and Administrative Code, Article 12.

Quienes somos

Goorin Bros., fundada en 1895, es una marca heredada. Estamos cambiando lo que es normal o esperado. Hacemos sombreros accesibles y otras piezas expresivas diseñadas con un estilo inesperado. Poco convencional, entusiasta y accesible. Alentamos lo imposible. Existimos porque la vida se vuelve demasiado seria y aburrida. A través de nuestra incesante búsqueda de diversión e imaginación, interrumpimos lo mundano.

Lo que estarás haciendo

Ser audaz, apasionado, positivo y llevar a Goorin al siguiente nivel. Brindar servicio al cliente, como pensador creativo, colaborador, conocedor del estilo y empleado divertido. ¡Participar en conversaciones interesantes, hacer felices a las personas y ayudar a nuestros clientes a verse y sentirse lo mejor posible! No solo vendemos sombreros. Tenemos la capacidad de mejorar la vida de las personas, incluida la nuestra, todos los días a través del poder transformador de los sombreros.

• Conocer, usar y vender sombreros de Goorin Brothers
• Brindar las experiencias excepcionales al cliente por las que nos esforzamos
• Desarrollar las ventas para incluir una experiencia completa del cliente y cumplir con los objetivos de los indicadores clave de desempeño.
• Mantener estándares dinámicos de comercialización visual que sean limpios y fáciles de navegar.
• Apertura, cierre y tareas operativas diarias.
• Ayudar a mantener un lugar de trabajo positivo y optimista. Este es nuestro hogar lejos del hogar.
• Manejo básico de efectivo, POS y habilidades informáticas.
• Procesar envíos y recibirlos en el inventario.
• Divirtiéndose muchísimo.

Demandas físicas

• Debe poder pararse o caminar durante períodos prolongados a la vez.
• Debe poder alcanzar la cabeza, doblarse, ponerse en cuclillas, arrodillarse, sentarse.
• Debe poder caminar escaleras y subir escaleras de mano.
• Debe poder utilizar un teclado, un mouse y un teléfono.
• Debe poder levantar hasta 45 libras. ocasionalmente y/o hasta 10 lbs. frecuentemente

Pagar

• La tasa de pago exacta se basará en el nivel de experiencia.

WHO WE ARE, WHY WE EXIST, & HOW WE OPERATE

Goorin ® has been an American sportswear brand since 1895. We created our unique take on EveryDay Wear™. We expertly created hats and caps designed to celebrate individuality that millions of customers around the world, outstanding in their fields, wear as part of their personal self-expression. Built to last, Goorin’s high/low brand and creative recipe mixes constant experimentation, fresh innovation, elevated quality touched by hand, and obsessive creativity-always starting with something ordinary and common, giving it something extra to make something unexpected and uncommon. We believe that everyone is mildly remarkable, that life is meant to be more fun, less serious for maximum pleasure. We push the limits with our version of EveryDay Wear™ to create more euphoria which can have massive appeal. When you see our castle, a mark of confidence, you know it’s a Goorin.  

WHAT YOU WILL BE DOING                                                                                                                                                            

We are seeking a dynamic and strategic Senior Manager of CRM & Digital Marketing to lead and optimize our digital marketing efforts across multiple channels. In this role, you will drive the execution of digital marketing initiatives, create/enhance our customer loyalty programs, and oversee email, SMS, and paid media campaigns. You will also manage the communication calendar, provide briefs for content needs, and assess SEO/SEM strategies to improve visibility and performance. The ideal candidate will have a strong background in CRM, email marketing, digital strategy, and analytics, with a proven track record of driving engagement and conversion.

WHAT YOU WILL BE RESPONSIBLE FOR                                                                                                              

·      Develop and implement digital marketing strategies across channels including email, SMS, and paid media to deliver customer engagement, retention, and acquisition. 

·      Oversee and optimize loyalty programs, driving customer retention and increasing lifetime value through personalized communication and incentives. 

·      Email & SMS Campaigns: Manage end-to-end email and SMS marketing campaigns, including audience segmentation using our CDP tool, automation workflows, and personalization to deliver effective communication. 

·      Content Briefing & Calendar Management: Collaborate with content teams to provide briefs for digital marketing content needs and manage the marketing communication calendar to ensure timely, consistent messaging. 

·      Performance Reporting: Monitor and report on the performance of email, SMS, and paid media campaigns, using data-driven insights to optimize strategies and improve KPIs. 

·      SEO/SEM Strategy: Work closely with internal teams or agencies to analyze SEO/SEM needs and implement strategies to improve organic and paid search performance. 

·      Cross-Channel Collaboration: Collaborate with cross-functional teams including creative, product, and technology to ensure alignment of marketing campaigns with business goals. 

·      CRM Optimization: Utilize CRM tools to analyze customer data and behaviors, developing targeted campaigns to drive engagement and retention. 

·      A/B Testing & Experimentation: Develop and execute A/B tests to improve open rates, click-through rates, and conversion rates across digital marketing campaigns. 

·      Paid media – collaborate and run point with paid agency to ensure proper campaigns, content and budgets are being prioritized 

·      Stay Current: Keep up with the latest trends and best practices in digital marketing, loyalty programs, email, SMS, SEO/SEM, and marketing technologies. 

QUALIFICATIONS                                                                                                                                                        

·      Master in tools such as Klaviyo and Attentive or equivalent platforms 

·      Experience with paid media campaigns (Google Ads, Facebook Ads, etc.) 

·      Familiarity with loyalty and rewards program management 

·      Knowledge of marketing automation tools 

·      Previous experience in e-commerce or retail marketing is a plus. 

PAY                                                                                                                                                                                                                                

·      Salary will be commensurate with experience and qualifications.

The preceding job description has been designed to indicate the general nature and level of work performed within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to the job.

Goorin Bros is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Goorin Bros will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Police Code, Article 49, and Administrative Code, Article 12.

Who We Are

Goorin Bros., established in 1895 is a legacy brand. We are changing what’s normal or expected. We make accessible headwear and other expressive pieces designed with unexpected flair. Unconventional, enthusiastic, and approachable. We encourage the impossible. We exist because life gets too serious and uninspiring. Through our relentless pursuit of fun and imagination, we interrupt the mundane.

What You Will Be Doing

We are looking for a dynamic, innovative leader to join our newly established Brand Marketing team. As Senior Manager, Social Media, you will play a pivotal role in building brand awareness, increasing audience engagement, and fostering strategic partnerships within the ever-evolving Goorin Bros social media landscape. This is a key senior position focused on both strategic direction and dynamic execution.

We’re looking for someone who is passionate about all things social and excited by the opportunity to design and execute a refined social media strategy as Goorin enters a new and exciting chapter in its journey.

What You Will Be Responsible For

As a Sr Manager, Social Media at Goorin you’ll get to lead the charge in shaping digital strategies that grow Goorin’s social community, creating social-first creative storytelling that drives impactful content across platforms, all while ensuring alignment with our brand values and goals.

More specifically, your focus areas will be:

Social Strategie:

• Develop and implement a data-driven, multi-platform social media strategy to achieve business objectives, as well as brand awareness and engagement KPIs.
• Lead the content strategy for Goorin’s priority channels of TikTok, Instagram, Facebook, and YouTube to promote partnerships, product launches, events, and brand initiatives.
• Drive the creative briefing process, working with Brand Marketing and Creative teams to deliver assets that align with brand strategy and social media best practices.
• Craft multi-chapter narratives to tell compelling stories across platforms.
• Optimize platform-specific tactics to maximize engagement and performance.
• Establish an "Always On" social content calendar that aligns with Goorin’s seasonal consumer journey, including product launches, brand moments, and global/local cultural events.
• Develop a reporting framework that tracks social media impact on community growth, engagement, and revenue.
• Manage both internal and external partners to execute social campaigns from concept through production and publishing.
• Collaborate with cross-functional teams (marketing, creative, DTC, paid media, events) to provide social support for key initiatives.
• Utilize social listening and analytics tools to generate insights and actionable recommendations for future initiatives.

Creator & Influencer Stratagie:

• Build a diverse community of influencer and creator partners, ensuring alignment with Goorin’s positioning and values.
• Define the optimal mix of creators and influencers to drive audience engagement and impact.
• Identify channel-specific partners who can amplify Goorin’s presence, with a focus on Gen Z and fashion/lifestyle consumers worldwide.

Skills and Experience Required

• Minimum of three years of experience as a digital-first creative professional, preferably within an agency environment. 
• Proficiency in Adobe Creative Suite, including After Effects and Premiere Pro, as well as Microsoft Office. 
• Experience in delivering digital campaigns across multiple platforms. 
• Exceptional attention to detail and strong organizational skills. 
• Excellent time management abilities to handle multiple projects efficiently. 
• Bachelor’s degree or equivalent experience in a related field. 
• Experience with photo retouching is a plus. 
• Motion graphics skills are a plus. 

Team Management & Operational:

• This role reports to the Director, Brand Marketing and Marketplace Strategy, and will lead a team of 2 initially.
• The successful candidate will demonstrate an ability to propose and adhere to a quarterly budget aligned with performance KPI’s.

Qualifications

• 6+ years of social media experience, with a proven track record of managing brand channels and cultivating digital communities.
• Experience in fashion, lifestyle, or performance brands—especially in accessories, apparel, or footwear. Agency or in-house brand experience is a plus.
• 1-2 years of people management experience is preferred, but not essential.
• A keen follower of industry trends and emerging social formats. You know which platforms Goorin should focus on and how to bring trends to life.
• Strong aesthetic sensibilities and creative judgment, with a deep understanding of how to tell compelling stories on social media.
• Proficient in data analysis and social reporting, with experience using tools to measure and optimize performance.
• Excellent project management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong presentation skills, comfortable sharing campaign work, metrics, and insights with senior leadership.

Pay

Exact compensation may vary based on skills, experience, and location.

The preceding job description has been designed to indicate the general nature and level of work performed within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of the employee assigned to the job.

Goorin Bros is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Goorin Bros will consider qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code, Article 49, and Administrative Code, Article 12.