- Company Name
- Victoria Beckham Beauty
- Job Title
- Customer Experience Coordinator, Product Education & Insights
- Job Description
-
Job Title: Customer Experience Coordinator, Product Education & Insights
Role Summary:
Coordinates product development, marketing, and customer experience to convert launches and feedback into actionable insights and support tools. Manages review processes, prepares insight reports, translates product information into CX resources, and innovates concierge and engagement initiatives.
Expectations:
- Operate in a lean, entrepreneurial environment, balancing strategic analysis with detailed execution.
- Collaborate cross‑functionally, translating product data into internal and customer‑facing assets.
- Communicate findings clearly to stakeholders and drive improvements in product and go‑to‑market strategies.
Key Responsibilities:
- Own YOTPO review workflow worldwide: monitor, respond, flag low‑score feedback, and maintain integration with Zendesk and internal flows.
- Produce quarterly insight reports: returns, replacement orders, inbox/macro usage, sentiment and product trend analysis; present results to product and marketing teams.
- Translate internal documentation (ingredients, PDP assets, messaging) into CX enablement materials: style guides, FAQs, training guides, Zendesk/SwiftCX help center content.
- Optimize the Style Guide and SwiftCX product recommendation chatbot.
- Support research and planning for the brand’s future Concierge Program: competitive analysis, experience design (video calls, chat), and creation of training and onboarding content for concierge agents.
Required Skills:
- 3+ years in customer experience, product education, or cross‑functional support roles, preferably in e‑commerce or consumer brands.
- Proficient with CX and feedback platforms (Zendesk, Yotpo, SwiftCX, etc.) and translating product knowledge into support content.
- Strong analytical skills: extract insights from reviews, returns, and ticket data; present actionable trends to stakeholders.
- Excellent written communication, detail‑oriented, organized, self‑motivated, and capable of shifting between strategy and execution.
Required Education & Certifications:
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- No mandatory certifications, but experience with Zendesk, Yotpo, or similar platforms is essential.