Marketing - Customer Experience Specialist

Position Objective:

This position requires a passion for customer experience. This person will be responsible for both help lead the cross functional customer experience team for the Home Finishing business and execute a variety of marketing initiatives to execute the consumer marketing strategy.

Accountabilities:

Customer Experience – 50%

• Help lead the cross functional customer experience team for the home finishing division. 
• Analysis NPS data and provide monthly reports to leadership and CX team 
• Analysis NPS & VOC (voice of customer data) to identify trends, themes and areas for improvement across the customer journey 
• Analysis NPS & VOC data and pull various data reports and presentations as specific topics and project arise. 
• Lead and project manage CX specific initiatives and projects, working cross-functionally when needed. 
• Management of Wagner+ customer support system including development of email & workflows, website pages and QR code system. 
• Development of content for CX including video shorts, images and graphics (utilizing Canva & iPhone editing program)

Digital Marketing - 35%

• Update website content as needed across the entire website including projects, homepage, and products. 
• Coordinate and work with agency and Digital Marketing Manager to make SEO updates to all sites 
• Work with Digital Marketing Manager to set email content calendar and plan 
• Create, send, and report out KPIs on email program 
• Execute Wagner+ program including product pages on website and emails workflows to improve users experience and management of QR code system.

Retailer Support/Marketing – 15%

• Manage process and execution of all off-shelf displays working both with external vendors and internal teams 
• Request bids, negotiate rates with external vendors on all POP & Off-Shelfs elements for retailers 
• Ordering, maintaining and developing all merchandising elements at key retailers 
• Assist in reporting on retailer advertising campaigns as needed.

Other Marketing – 10%

• Assist with social media accounts as needed with Brand Marketing Specialist 
• Assist with other projects as requested 
• Keep up to date with relevant marketing tactics and tools 
• Support evolving e-commerce strategy

Relationship To Others: Works closely with Marketing, sales, product support and product teams. Also, has frequent contact with outside vendors and customers.

Dimensions of Position: Independently analyses and reports out on all NPS and CX data, identifying trends, themes and insights. Helps leads and motivate cross functional team to improve the companies NPS score. Responsible for making purchasing decisions on corrugate and printing that will be displayed in retail locations.

Knowledge, Skills, and Abilities:

Education:

• Bachelor’s Degree in Business, marketing communications related field is desired.

Experience:

• Minimum 2-5 years marketing experience 
• Project management, data analysis skills and understanding of email marketing.

Skills:

• Working knowledge of Microsoft based software: word, excel, PowerPoint. Adobe suite skills preferred but not required
• Excellent verbal, written and interpersonal communication skills 
• High attention to details along with flexibility, proactive approach 
• Project management and ability to work on multiple things at the same time. 
• Possess excellent speaking ability conveying information effectively to others. 
• Good critical thinking skills to use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. 
• Must be able to work independently with little supervision