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Customer Engagement Specialist

1 month ago

Cambridge, Massachusetts, United States Goorin Bros Full time
About Goorin Bros

Goorin Bros is a renowned American sportswear brand with a rich history dating back to 1895. We've been perfecting our unique take on EveryDay Wear, crafting hats and caps that celebrate individuality and self-expression. Our commitment to quality, creativity, and innovation has earned us a loyal following worldwide.

Job Summary

We're seeking a highly motivated and customer-obsessed Customer Experience & Brand Engagement Specialist to join our growing team. This key role will blend customer service with innovative brand initiatives to drive revenue and loyalty. As a Customer Experience & Brand Engagement Specialist, you'll be responsible for engaging directly with customers, answering their questions, and supporting loyalty programs. You'll also spearhead exciting projects like uniform programs, GovX, and college ambassador programs to expand our brand reach.

Key Responsibilities
  1. Customer Engagement & Support: Serve as the primary point of contact for customer inquiries, providing timely and personalized responses via email and other communication channels to ensure a high level of customer satisfaction.
  2. Revenue-Driving Programs: Assist in the development and execution of revenue-generating initiatives such as uniform programs, GovX partnerships, and college ambassador programs. Identify opportunities to grow these programs and expand our customer base.
  3. Loyalty Program Support: Support and help optimize our customer loyalty programs by identifying ways to enhance customer experiences and drive repeat business.
  4. Outreach: Send personalized email communications to customers, including follow-ups on inquiries, special offers, and loyalty program outreach. Ensure each interaction reflects the brand's values and enhances customer retention.
  5. New Customer Acquisition: Identify and evaluate new channels, partnerships, and opportunities to engage and acquire customers. Proactively suggest creative ideas for customer engagement, including new platforms, communities, or event partnerships.
  6. Brand Advocacy Initiatives: Work closely with the marketing team to develop and execute ambassador programs, focusing on college students, influencers, and loyal customers. Build meaningful relationships with ambassadors to increase brand visibility and drive revenue.
  7. Customer Feedback & Insights: Gather customer feedback from various touchpoints to share with the marketing and product teams, helping to inform strategy and product development based on customer needs and preferences.
  8. Support Marketing Campaigns: Collaborate with the marketing team to ensure customer experience initiatives align with larger marketing campaigns and goals, enhancing the overall brand journey.
  9. Cross-Functional Collaboration: Work with the CRM, loyalty, and digital marketing teams to deliver a cohesive and delightful customer experience across all touchpoints.
  10. Track & Report Metrics: Track customer engagement, feedback, and acquisition efforts, providing regular reports and insights to the marketing team. Analyze the effectiveness of customer experience initiatives and suggest areas for improvement.
Requirements
  • Bachelor's degree in Marketing, Communications, Business, or a related field.
  • 1-2 years of experience in customer service, brand experience, or marketing roles.
  • Passion for customer service, with an ability to communicate empathetically and effectively with customers.
  • Strong organizational skills with the ability to manage multiple projects and initiatives simultaneously.
  • Experience in email marketing or customer communication tools.
  • Excellent written and verbal communication skills, with attention to detail.
  • Self-motivated with a proactive approach to solving problems and suggesting new ideas.
  • Familiarity with customer engagement platforms, CRM tools, and loyalty programs is a plus.