Lowe’s Home Improvement

Community Management, PR Crisis Management, Campaign/Product Development & Execution

Working with Lowe's Home Improvement, my role extended beyond traditional social media duties to encompass deep community engagement, proactive PR crisis management, and the strategic development and execution of campaigns that resonated with our diverse customer base.

Community Management: Central to my efforts was fostering a responsive online community. I led an “always on” team that was in constant communication implementing dynamic community management strategies that prioritized timely and empathetic interactions with customers. This involved monitoring our social media platforms around the clock to address inquiries, solve problems, and engage with the audience in a meaningful way. This involved training a robust contractor team on customer service excellence, utilizing feedback to improve service strategies, and leveraging insights from social interactions to guide future content planning.

PR Crisis Management: I also played a key role in PR crisis management, where I was responsible for quickly addressing any negative issues that arose on social platforms. By developing and executing crisis communication plans, I ensured that Lowe's maintained its reputation as a trustworthy and customer-focused brand. My strategies included transparent communication, rapid response to customer concerns, and coordination with internal teams to provide consistent and accurate information.