Company Overview:
At YSE Beauty, we create perfectly edited, can’t-live-without skincare products that help people stop worrying about their skin and start living life.
Our team is small but mighty, made up of highly collaborative, creative individuals who value each other and work together to make our (big!) vision a reality. If you are goal-driven, solution-oriented, interested in the beauty industry, and eager to dive into all sorts of marketing projects … we’d love to meet you!
The Opportunity:
The Sr. Coordinator of Customer Experience is responsible for ensuring that the brand’s values, mission and purpose is reflected in every single customer interaction. This role will oversee the full customer experience, weaving in brand strategy to create meaningful connections with customers while driving the organization's purpose-driven initiatives forward. The Manager will collaborate cross-functionally to develop and execute strategies that enhance the overall customer journey and reinforce the brand's commitment to making a positive impact on women and society.
Responsibilities:
Customer Experience Plan:
- Lead and execute a customer experience plan that aligns with the organization's brand purpose and values.
- Answer and manage all customer service inquiries across email, DM, phone, and more.
- Utilize customer service platform and AI tool to manage ticket volume.
Customer Insights and Research:
- Conduct research and gather insights to understand customer needs, preferences, and perceptions related to the brand's purpose.
- Utilize customer feedback, surveys, and market data to identify opportunities for improving the customer experience and enhancing brand loyalty.
Cross-Functional Collaboration:
- Collaborate closely with marketing, sales, and product development teams to align customer experience initiatives with overall brand strategy.
- Coordinate efforts to ensure consistency in messaging, branding, and customer interactions across all touchpoints.
- Provide customer feedback to internal team to identify improvements in product and process
- Engage regularly with 3PL to identify fulfillment improvements and optimize customer experience.
Measurement and Analysis:
- Report against key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives and their impact on brand perception and loyalty.
- Analyze data and feedback to identify areas for improvement, and make recommendations for optimization.
Continuous Improvement:
- Continuously monitor industry trends, best practices, and competitor activities related to customer experience.
- Drive ongoing improvements and innovations in customer experience strategies and processes to maintain a competitive edge.
Qualifications:
- Bachelor's degree in marketing, business administration, communications, or a related field; advanced degree preferred.
- 1-3 years of experience in customer experience management or related roles, with a focus on purpose-driven branding initiatives.
- Strong understanding of customer journey mapping, customer segmentation, and customer feedback mechanisms.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels.
- Analytical and solution-oriented mindset with proficiency in data analysis and interpretation.
- Proven ability to develop and implement customer experience strategies that drive measurable business results.
- Passion for brand purpose and a commitment to delivering meaningful experiences that resonate with customers.
- Experience with Gorgias and AI CX tools is a plus!
Salary paid on hourly basis, ranging from $33-$36/hour, depending on experience.
This role offers an exciting opportunity to shape the customer experience. The Sr. Coordinator of Customer Experience will play a key role in fostering loyalty, driving advocacy, and positively impacting both the customer base.
YSE Beauty is an equal opportunity employer. We value diversity.
