Customer Experience Account Manager

Alp-n-Rock is a fast-growing premium Sport-Fashion life-style apparel brand. We cater to consumers who see the value in giving back just as much as they see the superior quality of our products. We are passionate about what we do and are very team orientated.

This role is primarily responsible for providing luxury-level ecommerce customer service support and exceeding the expectations of customers by incorporating professional verbal and written communications, prompt resolution of all customer issues, and proactive follow-up.

Customer Support

·Exceed customer expectations by providing assistance with a positive and empathetic attitude

·Recommends merchandise based on product knowledge and customer preferences

·Demonstrates timely follow-up and follow-through on all customer inquiries, requests and comments on multiple platforms

·Develop long term customer relationships built on trust

·Manage, coordinate and process returns in an efficient and prompt manner with an overall goal of reducing the return rate

·Own the process of providing feedback on the customer experience pain points end-to-end

·Respond to customer inquiries via all platforms and train additional CX team members

·Complete ongoing competitive analysis on best-in-class customer experience

·Investigate new tools and systems that would provide improvements and solutions to the customer experience

·Work closely with the marketing and warehouse teams to anticipate high traffic volume that may affect the customer experience

·QA site experience frequently on mobile, mobile app, and desktop

·Provide additional support as needed to support the marketing and operations team

·Track KPI’s from various reports and share key findings

·Drive customer retention, reduce churn, and increase customer satisfaction

·Collaborate with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness

·Perform product tests, evaluate after-sales and support services, and facilitate improvements

·Attend seminars, workshops, and conferences to improve on existing job knowledge

·Continually review and evolve the collection of processes to track, oversee and organize every interaction between the customer throughout the lifecycle

·Perform other duties as assigned

Marketing

·Build stronger relationships with customers through engaging hand-emails and conventional mail marketing campaigns with the mission to build a community of fanatic brand advocates.

·Increase customer advocacy (including referrals, testimonials, references, etc.), identify cross-sell and upsell opportunities, and increase loyalty and retention.

·Co-ordinate marketing efforts with outside partners, influencers and PR

·Manage and maintain engagement and advocacy programs; continually recruit new customer advocates (Influencers)

·Manage a library of up-to-date customer reviews

Personal Qualities:

·Motivated and ambitious self-starter with independent work habits who is articulate and comfortable talking with a high-end clientele

·Strong passion for serving and understanding customers

·Interpersonal skills to help them nurture customer relationships and work with cross-functional teams

·Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts

·Strategic thinker that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience

·Patient, empathetic and able to handle repetitive tasks

Knowledge & Previous Experience:

·Bachelor’s degree with emphasis on communications, marketing, or business

·Previous Customer Service, Inside Sales, or Account Management experience

·Technical knowledge of the latest digital marketing tools and channels

·Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy

·Ability to write effective and professional emails

·Familiarity with B2C marketing

·Experience with Shopify, Loop and Gorgias