Megan West
Summary
Dynamic digital engagement professional with a proven track record, excelling in community building and brand voice management. Skilled in social listening and trend monitoring; I foster authentic relationships and enhance customer experience, achieving a 4.5-star rating. Passionate about creating impactful content and driving engagement strategies.
Overview
6
6
years of professional experience
Work History
Digital Engagement Community Support
Lululemon
St. Petersburg, FL
07.2024 - Current
- Owned high-volume digital community engagement across multiple social platforms, responding to public comments and direct messages with brand-aligned tone and empathy.
- Fostered authentic, trust-based relationships with community members by resolving product questions and issues while maintaining Lululemon’s brand voice.
- Partnered cross-functionally with marketing, brand, operations, and high profile teams to ensure consistent community experience and messaging.
- Collaborated to analyze social media data for tracking engagement with our guests. This resulted in identifying trends and areas to implement new engagement strategies.
- Lead brand gifting and community activation initiatives by developing briefs, coordinating logistics, and reporting engagement outcomes.
- Created and published monthly inclusion, diversity, and equity content to encourage thoughtful team discussion and strengthen connection.
- Monitored digital advertising copy, creative, and social trends within the lifestyle and athletic apparel space to inform engagement strategies.
- Prioritized and organized tasks to efficiently accomplish by-when's.
- Exceeded handle-time and quality assurance rating expectations.
Guest Education Centre
Lululemon
St. Petersburg, FL
11.2021 - 07.2024
- Delivered high-quality digital customer experience across chat, email, and social channels, achieving a 4.5-star average customer rating and strong quality assurance scores.
- Selected to support international EMEA community, assisting members across 16 countries with brand-consistent digital interactions.
- Actively listened to customer feedback and social conversations to identify recurring themes, insights, and improvement opportunities.
- Provided coaching on written communication, tone, and brand voice, increasing team QA scores by 8% within four weeks.
- Facilitated weekly team discussions to review performance metrics, sentiment trends, and engagement quality.
- Collaborated with cross-functional teams to flag trends, product issues, and fulfillment errors impacting community experience.
Dual Studio Manager
Orangetheory Fitness
, Delaware and Pennsylvania
01.2020 - 10.2021
- Built and managed a highly engaged fitness community of approximately 700 members through digital engagement, social media content, and in-person experiences.
- Served as the face of the brand for community members, ensuring consistent messaging, relationship-building, and positive experience.
- Oversaw studio social media presence, responding to inquiries and fostering ongoing engagement.
- Led team operations, coaching staff on communication standards and community interaction.
- Resolved escalated member concerns through empathetic communication and proactive problem-solving.
Education
Bachelor of Science - Business Management
West Chester University of Pennsylvania
West Chester, PA05-2020
Skills
- Community engagement
- Social media moderation
- Inbound and outbound social engagement
- Brand voice management
- Social listening and sentiment analysis
- Digital community building
- Customer experience (CX)
- Trend monitoring
- User advocacy Cross-functional collaboration
- Content and engagement strategy
- Performance metrics
Timeline
Digital Engagement Community Support
Lululemon
07.2024 - Current
Guest Education Centre
Lululemon
11.2021 - 07.2024
Dual Studio Manager
Orangetheory Fitness
01.2020 - 10.2021
Bachelor of Science - Business Management
West Chester University of Pennsylvania