Customer Experience Specialist

Responsibilities:

1. Visual Merchandise Management:

  - Develop and maintain visual merchandise standards aligned with brand guidelines.

  - Collaborate with the marketing and design teams to create visually compelling displays in retail stores and online platforms.

  - Ensure that all visual elements effectively communicate brand identity and messaging.

  - Regularly assess and update visual merchandising strategies to optimize customer engagement and sales.

- Constantly monitors and assess the digital VM on the company website and collaborates with the marketing team to take the necessary actions and edits to enhance the clients overall online experience.

2. Packaging Experience Enhancement:

  - Oversee the design and implementation of packaging solutions that align with brand aesthetics and enhance the unboxing experience.

  - Work closely with packaging vendors to ensure quality, sustainability, and cost-effectiveness.

  - Monitor customer feedback related to packaging and iterate on designs accordingly.

3. Delivery and Fulfillment Experience:

  - Coordinate with logistics partners to ensure timely and accurate delivery of orders.

  - Implement systems for order tracking and communication to keep customers informed throughout the delivery process.

  - Address any delivery issues or concerns promptly to minimize customer dissatisfaction.

4. Follow-Up and Post-Purchase Engagement:

  - Develop strategies to enhance post-purchase communication and engagement.

  - Implement follow-up procedures such as thank-you notes, surveys, or personalized recommendations.

  - Analyze post-purchase data to identify opportunities for improving the customer experience and increasing repeat purchases.

5. Customer Touchpoint Optimization:

  - Identify and map all customer touchpoints throughout the buying journey.

  - Continuously evaluate and optimize each touchpoint to ensure consistency and effectiveness.

  - Collaborate with cross-functional teams to align touchpoint experiences with overall brand objectives.

6. Customer Feedback Analysis:

  - Gather and analyze customer feedback through various channels, including surveys, reviews, and social media.

  - Use insights from customer feedback to identify trends, pain points, and areas for improvement.

  - Share feedback insights with relevant teams to drive product and service enhancements.

Qualifications:

- Bachelor’s degree in marketing, Business Administration, Retail Management, or related field.

- Proven experience in retail merchandising, visual display, or customer experience roles.

- Strong understanding of branding principles and their application in retail environments.

- Excellent communication and interpersonal skills.

- Proficiency in data analysis and customer relationship management tools.

- Creative thinking and attention to detail.

- Ability to multitask and prioritize in a fast-paced environment.

- Knowledge of industry trends and best practices in customer experience management.