Marketing and Customer Relations Specialist

4 weeks ago

Honolulu, Hawaii, United States Genki Sushi USA, Inc Full time
Job Description

As a key member of the Genki Sushi USA, Inc team, this role oversees the promotion and advertising efforts for Genki Sushi USA, Inc, Mensho, and future businesses to drive sales and build brand awareness. The incumbent will be responsible for developing an overall marketing plan, approving campaigns, and measuring the return on investment of various advertising methods. This position will also become the face of exceptional customer service as our Customer Relations Specialist (CRS), the incumbent, will be the driving force behind building solid and lasting relationships with our valued customers.

Key Responsibilities:

  • Marketing Strategy Development:
    • Developing comprehensive marketing plans and campaigns with a financial perspective.
    • Setting marketing goals and Key Performance Indicators.
  • Campaign Maintenance:
    • Executing marketing campaigns across various channels (digital, print, social media, etc.).
    • Managing budgets and resources for marketing initiatives.
  • Market Research:
    • Conducting market research to understand customer needs and market trends.
    • Analyzing competitors and market positioning.
  • Brand Maintenance:
    • Maintaining and enhancing the company's brand image.
    • Ensuring brand consistency across all marketing materials and channels.
  • Operations Collaboration:
    • Working closely with the Operations team to align marketing efforts with sales goals.
    • Generating leads and supporting the operations initiatives.

Key Skills:

  • Strategic thinking and planning.
  • Creativity and innovation in campaign development.
  • Strong understanding of market research and analysis.
  • Proficiency in digital marketing tools and techniques.
  • Excellent communication and presentation skills.
  • Budget maintenance and ROI analysis.
  • Basic financial skills such as B/S and P/L.

Customer Relationship Duties:

  • The primary focus is managing and improving the company's and customers' relationships.
  • Serve as the primary point of contact for all customer inquiries, concerns, and feedback.
  • Respond promptly and professionally to customer emails, phone calls, and chat messages.
  • Proactively identify and resolve customer issues, going above and beyond to ensure their satisfaction.
  • Maintain detailed records of all customer interactions and communications.
  • Develop and deliver engaging customer training and educational materials.
  • Continuously analyze customer data and trends to identify opportunities for growth and retention.
  • Foster a positive, customer-centric culture within the organization.

Key Responsibilities:

  • CRS System Maintenance:
    • Overseeing the implementation and maintenance of systems.
    • Ensuring data integrity and privacy compliance.
  • Customer Data Analysis:
    • Analyzing customer data to identify trends and opportunities.
    • Segmenting customers for targeted initiatives.
  • Customer Engagement:
    • Developing initiatives to enhance customer satisfaction and retention.
    • Implementing loyalty programs and personalized communication strategies.
  • Cross-Departmental Collaboration:
    • Working closely with Operations, Accounting, and IT teams to ensure effectiveness.
    • Work closely with cross-functional teams to implement process improvements and enhance the customer experience.
  • Continuous Improvement:
    • Monitoring industry trends and integrating new technologies and processes.

Requirements:

  • Associate's degree in Marketing, Communications, Business, or a related field.
  • Minimum two years of experience in a marketing role, preferably in a fast-paced, dynamic environment.
  • Minimum 2-5 years of experience in a customer-facing role, preferably in a fast-paced, dynamic environment.
  • Proven track record of developing and executing successful integrated marketing campaigns that drive measurable results.
  • Excellent written and verbal communication skills, with the ability to tailor messages to various stakeholders.
  • Proficient in the use of marketing analytics tools, such as Google Analytics, social media analytics, and email marketing platforms.
  • Strong project and organizational skills, with the ability to juggle multiple priorities and meet deadlines.
  • Creative and strategic thinker with a passion for staying ahead of industry trends.
  • Collaborative team player with the ability to work cross-functionally.
  • Exceptional communication and interpersonal skills, with the ability to build trust and rapport with customers.
  • Strong problem-solving and critical thinking abilities, with a solutions-oriented mindset.
  • Proficient in using customer relationship software and other relevant tools.
  • Excellent organizational and time management skills, with the ability to multi-task and prioritize effectively.
  • Proven track record of delivering outstanding customer service and exceeding client expectations.

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