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Customer Experience and Retail Specialist

2 months ago

San Diego, California, United States Hawthorne Cat Full time
Customer Experience and Retail Specialist

We are seeking a highly skilled Customer Experience and Retail Specialist to join our team at Hawthorne Cat. As a key member of our marketing efforts, you will be responsible for optimizing the Voice of the Customer (VOC) in our marketing initiatives.

Key Responsibilities:
  • Understand and interpret customer feedback through surveys and reports, summarizing and reporting incomplete data fields to the Corporate Marketing Manager and relevant managers.
  • Monitor and analyze customer satisfaction levels, identifying areas for improvement and developing plans to implement changes.
  • Assist with the company's website live chat and ensure that customer-facing employees deliver consistent experiences according to established standards.
  • Capture the voice of the customer through a survey program, identifying critical customer requirements and measuring our effectiveness towards meeting those needs.
  • Ensure the highest level of customer service is provided to our customers and create and implement scorecards to measure performance.
  • Manage the Retail Assessment's for each store and set goals with the Corporate Marketing and Strategy Manager to determine attainable levels.
  • Provide support to the marketing department and customers through various clerical tasks.
Requirements:
  • Bachelor's degree in marketing or related field or equivalent experience.
  • 2 years general office experience.
  • Strong PC/Mac skills required.
  • Valid California Class C driver's license and clean driving record.
  • Able to prioritize tasks while working in a fast-paced environment with limited supervision.
What We Offer:
  • Competitive compensation.
  • Great work environment and culture.
  • Career growth and advancement opportunities.
  • Training and development programs.
  • Medical, dental, and vision plans.
  • 401(k) plan with company matching.
  • Health and dependent care flexible spending accounts.
  • Life and accident insurance.
  • Employee assistance programs.
  • Legal plan.
  • Travel assistance plan.
  • Wellness programs.
  • Referral bonus program.
  • Longevity bonus program.
  • Recognition programs.

Hawthorne Cat is an Equal Employment Opportunity/Affirmative Action Employer. We participate in E-Verify.