Community Specialist

Community Specialist

The Community Specialist, reporting to our Social Communities Manager, is a key advocate for Viking’s brand across social media and digital platforms. This role involves active social listening, timely customer engagement, and identifying emerging trends to foster a strong online presence. By handling both inbound and outbound interactions, the specialist ensures Viking is represented with integrity and consistency, addressing customer concerns while driving positive sentiment and brand loyalty.

Working closely with our Social Communities Managers and cross-functional teams, the Community Specialist gathers and reports on insights from online interactions to shape digital strategy and enhance the guest experience. Success in this role requires maintaining a cohesive brand voice, balancing multiple priorities, and staying composed under pressure. The ideal candidate thrives in fast-paced environments, uses insights to inspire engagement opportunities, and brings a passion for building vibrant online communities.

This is a hybrid position based in our Woodland Hills, CA office. You will be required to adhere to our hybrid work policy, working from our office Monday, Wednesday and Thursday on a weekly basis.

Key Responsibilities :

• Monitor social media platforms, review sites, and forums for brand mentions, trends, and emerging issues.
• Triage direct messages, comments and emails to various customer support teams.
• Utilize social listening tools to analyze sentiment and gather actionable insights from the online community.
• Respond to comments, questions, and feedback across Viking’s social channels in a timely, brand-aligned manner.
• Foster brand loyalty and engagement by maintaining a positive, premium online presence.
• Partner with customer-facing teams to ensure online support reflects Viking’s standards and best practices.
• Compile regular reports for leadership highlighting online activity, customer feedback, and areas for improvement.
• Play an active role in crisis response, assisting managers with executive reporting and aligning with other teams on brand response.
• Support weekend coverage (schedule TBD), ensuring daily social monitoring, reporting, and engagement.
• Source User Generated Content from all social platforms, managing permissions, approvals and database upkeep.

Qualifications :

What We Offer You :

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.