consumer experience

Job Overview

This position is a hybrid role to serve as the primary contact to our customers, followers, and brand fans as well as assist with updates to our , , and websites.  The Consumer Experience & Merchandising Specialist must be able to effectively manage and communicate with various consumers and keep up with the demand of our growing customer needs with a sense of urgency. This will be a customer focused role, serving as the brand voice, building relationships, and interacting regularly with our consumers as a part of their day-to-day duties. This role works directly with the Web manager to ensure proper website merchandising and promotions, all while aiding in ensuring the website creates a positive customer experience. Our team likes to think creatively and challenge convention, and we are strategic and goal oriented. 

Duties and Responsibilities

Consumer Experience:

• Develop strategies to grow interaction with our customers to increase consumer lifetime value online through up-selling, timely responses through e-mail or phone and provide exceptional services. 
• Maintain/update Excel sheets, images, keywords, effective copy, and product classifications for all customers. 
• Provide routine account maintenance and site audits to ensure the websites are working as expected (both functionally & promotionally) . 
• Serve as the "voice of the consumer" -- being well versed on consumer pain points and needs and ensuring the consumer experience is impeccable and consistently treated as top priority.
• Share the voice of the customer to the Brand team, Digital Content team, e-Comm team & Operations team through monthly reports or meetings. 
• Understand when to place a sense of urgency and when to escalate critical problems to management.
• Ability to collaborate with multiple departments such as but not limited to: Marketing, Operations, Sales, and Accounting.
• Collaborate with both the Web & Online Retail teams to ensure all projects are being handled from a consumer standpoint & a customer (i.e. major account) standpoint. 
• Review and maintain the order flow for the Tweezerman websites , Azure and our internal system to ensure orders are shipping within a timely manner and know when to escalate situations to Operations / our global ecommerce team (i.e. daily updates).
• Process returns on a weekly basis and work closely with operations to ensure a quick turnaround time and a premium customer experience.
• Maintain an open refund report, and credit notes that are sent to accounting weekly, to ensure discrepancies are handled in a timely manner.
• Assist accounting with any open questions they may have regarding the sites and billing. 
• Proactively re-open / process orders with allocation issues to ensure orders are being processed in a timely manner. 
• Assist with Sharpening to ensure the customers are getting quick response time and help process international requests. 
• Create a monthly QC report that is sent to key departments internally. 
• Take ownership and recognize your role as pivotal to the overall company's goals. 
• Be solution-oriented, have problem-solving skills, work collaboratively, and be able to multi-task, while communicating project updates and any improvements you may see.

Merchandising: 

• Assist in the execution of scheduling out promotions on Tweezerman websites by monitoring the promotional calendar. 
• Set up new products and GWPs on all websites. 
• Actively merchandise the site to be able to strategically arrange our online catalog in a way that encourages shoppers and promotes a smooth online shopping experience.
• Assist in testing all Tweezerman websites to ensure the sites are properly functioning from a merchandising perspective. 
• Schedule out new assets for the site including PLP page breaks, PDP page updates, Home Page, Featured Stores and any additional pages on both sites. 
• Actively review the site, and address any web issues directly and timely with the Director of Online Retail & Web and the Manager of Web.
• Work collaboratively with the Director of Online Retail & Web and the Manager of Web to ensure that the site is being merchandised based off current promotions, current times of year (i.e. NPD launches, seasonality of the product and best sellers). 
• Provide suggestions on optimizations we can make from a merchandising / UX standpoint based on customer feedback. 
• Assist with ADA compliance testing to ensure we are complying from a customer experience standpoint and functionality standpoint. 
• Assist with update promotional banners (i.e. grey bar, promo banner) to ensure the current promotional activations are clearly being said to the customers with guidance from Web Manager. 

Qualifications: 

• 2 years of consumer service experience, preferably from a brand recognized for best-in-class servicing.
• Prior experience leading multi-channel servicing programs: including Zen Desk, email, phone or call center and chat experience (highly preferred).
• An unwavering passion for the consumer, balanced with time management skills. 
• Knowledge of Microsoft Excel (preferred).
• An entrepreneurial mind-set and flexible team player.
• Must have excellent interpersonal and communication skills, both verbal and written.
• Ability to adapt to a fast-changing work environment.
• Maintain stability of performance under pressure; demonstrate patience and control when dealing with difficult situations.
• Ability to organize, schedule and complete multiple tasks concurrently.
• Must be self- motivated and able to work effectively with minimum supervision.

 Physical Requirements

This position must be able to move about the building along with sit for prolonged periods of time with finger and wrist dexterity with repetitive motion. This position requires domestic and international travel. Individual must be able to obtain necessary documents for travel.

What do we offer? 

Tweezerman does more than provide quality beauty tools; it is a place that prides itself on being innovative and offers a truly collaborative work environment. We want our employees to feel that they are working to their fullest potential. We have modern offices and a hybrid schedule for eligible positions.  Our outstanding benefits package includes but is not limited to medical, dental, vision, 401(k) with employer match, and a competitive PTO plan. Rated among Long Islands Top Workplaces four years and counting, take a peek at what we have to offer by visiting  

The expected base salary for this position is estimated. Exact salary depends on several factors such as experience, skills, education, budget, and location. In addition to base salary, this position is eligible for participation in our company's profit-sharing program.

Tweezerman International, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment with Tweezerman without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law. This job description is not intended to represent a complete, comprehensive list of all duties and responsibilities that may be required in this position. There may be unplanned activities and other duties as assigned.