Consumer Engagement Marketer

Serve as the voice of the brand to consumers by speaking with them directly through email, social media, telephone, ratings & reviews, Q&A forums, web and the like. Serve as a product expert for the brand to consumers. Answer questions and place product orders. Treat each interaction as special and important, capturing excellent notes and bringing insights gleaned to bear in product development and other marketing communication efforts. Serve as the champion for consumer engagement, insights and experience within the company

Duties and Responsibilities:

• Own the consumer experience for the brand and company, shaping the future of the brand
• Create an exceptional, unique and fundamentally human experience through providing stellar customer service. 
• Embody the brand and organizational culture, and move through each task or consumer interaction with ease, empathy and delight. 
• Routinely exhibit a positive can-do attitude, thirst for knowledge and an excitement for growing the brand and business.
• Develop the necessary brand, product, process and system expertise to guide consumers through their brand journey. 
• Be regularly available and respond quickly to consumers, meeting consumers where and when they reach out. 
• Log all consumer interactions and place consumer orders within the customer service management tool, including identifying relevant product(s), extensive details and appropriate call/issue type. 
• Establish and maintain metrics and goals for measuring the consumer experience; monitor, report and ensure goals are met. 
• Elevate expectations of the brands interactions with consumers and build rapport with core brand consumers. 
• Continually work to improve consumer experiences and discover new ways to engage consumers. 
• Champion a culture of "Consumer First" within the company. 
• Other duties as deemed necessary.

Knowledge, Skills and Abilities:

• Knowledge of customer service standards and proficiency applying standards to the general public.
• Knowledge of the linkage and importance of the consumer experience to brand loyalty.
• Strong knowledge of social media platforms. 
• Proficiency using a PC (Personal Computer) to include the Microsoft Office suite of products as well as Consumer Relationship Management solutions. 
• Interpersonal skills and the ability to establish and maintain a positive relationship with internal and external stakeholders. 
• Strong communication skills and the ability to communicate effectively in English both verbally and in writing. 
• Organizational agility skills and the ability to effectively articulate information within and outside the organization. 
• Problem solving skills and the ability to identify creative solutions. 
• Time management skills and the ability to demonstrate a strong sense of urgency. 
• Leadership skills and the ability to drive colleague engagement towards a common goal. 
• Change management skills and the ability to easily adapt to changes in priorities.
• Ability to regularly demonstrate a friendly demeanor in person, via email, over the phone and through digital communication. 
• Ability to be self-motivated and a self-starter to meet the needs of the organization. 
• Ability to translate consumer feedback into insights for future company adaptation. 
• Ability to regularly demonstrate a high regard for the consumer and champion a culture of "Consumer First.” 
• Ability to be detail oriented and ensure compliance with established guidelines. 
• Ability to work independently with general supervision and autonomy. 
• Ability to maintain regular and predictable attendance. 
• Ability to work in a constant state of alertness.

Qualification Requirements Minimum Education: High school diploma or completion of GED. Associates degree or higher in marketing or a related field of study is preferred.

Minimum Work Experience: Two (2) years of relevant experience in customer service, social media management, content development or general marketing.

License(s) / Certification(s): None.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disablity Insurance
• 401(k)