Responsibilities

• Drive customer care across all channels, including social, email and SMS;
• Lead on resolving all customer concerns, driving to resolution and escalating when needed;
• Act creatively across the retention pipeline to assist and educate customers, and facilitate sales;
• Work with customer service agents to ensure all customer inquiries and issues related to order fulfillment including order management, returns, and fraud, are resolved as quickl as possible;
• Grow the customer experience in creative and new ways, including by staying ahead of new trends and strategies in the retention space;
• Maintain regular quantitative and qualitative reporting on customer satisfaction;
• Asset management working with internal team members and agencies to brief projects based off of marketing calendar, and managing timelines and delivery of assets to right team or platform;
• Audit links for relevance and accuracy;
• Working with internal team members to ensure promotional activity is on track and properly QA’d before launch;
• Work directly with internal team members on strategies and tactics for content creation, promotional marketing activations, email and SMS;

Requirements

• BA/BS in Marketing, Business, or related field
• Minimum 1+ years of DTC Ecommerce experience
• Strong ability to work collaboratively with other functions and partners
• Extremely organized with the ability to prioritize workstreams
• Flexibility & ability to work in a fast paced and dynamic environment

Preferred

• HTML/CSS skills helpful