Customer Engagement Specialist

2 weeks ago

Savannah, Georgia, United States Parker's Kitchen Full time

We are seeking a dynamic and customer-centric individual to fill the role of Customer Engagement Coordinator at Parker's Kitchen.

This key position plays a vital role in driving customer engagement, promoting our brand, and ensuring an exceptional customer experience across all markets.


Key Responsibilities:

Market Expansion and Customer Education:
• Identify and explore new markets to expand our customer base.
• Develop strategies to educate new customers about Parker's Kitchen, our products, and our values.
• Conduct market research to understand local preferences and tailor engagement efforts accordingly.

Promotion of App and Loyalty Program:
• Implement initiatives to encourage customers across all markets to download our app and enroll in our loyalty program.
• Develop creative campaigns and incentives to drive app usage and loyalty program participation.
• Collaborate with marketing teams to promote app features and loyalty benefits effectively.

Customer Issue Resolution and Feedback Management:
• Address and resolve customer complaints in a timely and professional manner.
• Escalate issues to higher management when necessary.
• Maintain detailed records of customer interactions, transactions, and feedback.
• Serve as the primary point of contact for all customer-related inquiries, issues, and feedback.
• Proactively address customer concerns and troubleshoot any issues to ensure a positive resolution.
• Compile and analyze customer feedback to identify trends and areas for improvement.
• Work closely with cross-functional teams to implement solutions and enhance the overall customer experience.
• Build and maintain positive relationships with customers.
• Follow up with customers to ensure satisfaction and encourage repeat business.
• Work closely with other departments such as sales, marketing, and technical support to resolve customer issues.

Training and Support:
• Provide training and support to frontline staff to ensure they are equipped to promote the app, loyalty program, and provide excellent customer service.
• Develop training materials and resources with marketing team to facilitate consistent messaging and customer engagement practices.

Performance Tracking and Reporting:
• Track key performance metrics related to customer engagement, app usage, and loyalty program participation.
• Generate regular reports with BI to assess the effectiveness of engagement strategies and identify opportunities for optimization.
• Use data-driven insights to make informed decisions and drive continuous improvement.

Requirements:
• Post-secondary education in Marketing or equivalent preferred.
• 1-2 years of experience working with Consumer, Retail, or equivalent.

Travel:
Travel as needed to retail sites to assist with issues and implementations of newer technologies.

Parker's Kitchen is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Parker's does not discriminate based on disability, veteran status or any other basis protected under federal, state, or local laws.

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