eCommerce Product Manager – Lexington, KYFull time @Tempur Sealy posted 4 weeks ago
Tempur Sealy’s Digital and eCommerce team is growing. We’re building a new business team capability to focus on Digital Self-Service Customer Experiences. This new team will receive, triage and manage the disposition of incoming customer self-service requests such as warranty claim reviews and return requests. Individuals on this team will also serve as an extension of our Digital Customer Engagement team, which focuses on website chats, social and email response to customers.Digital self-service engagement through a brand’s website, digital communications, and social media provides endless opportunities to build the face of a brand. Each website interaction, chat, or social media post can influence whether a consumer will like, love or loath, and ultimately whether one will engage, purchase or recommend a brand.
The Associate will review incoming customer self-service requests such as warranty claim request, evaluate the requests for validity of approval or denial, determine the best response to the customer and follow the case through to completion. Additionally, the Associate may also triage customer order cancellations and return requests in an attempt to “save” the customer.The Associate will also help QA, author, and evolve our customer “self-service” content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions with our digital presence and customer engagements across those mediums, for example: do we have the right help content; is there new help content needed; is product information accurate; is this customer video useful on the website or elsewhere; should we use this customer review to highlight this product on this page; and more!Secondarily, as an extension of the Digital Customer Engagement team, the Digital Self-Service Customer Engagement Associate will train and provide back-up support for TempurSealy brands across the digital medium including on company-owned websites (via chat, SMS/messaging, reviews moderation, other customer engagement tools), social media channels, and through personalized outbound customer communication methods (email, handwritten note, etc.).Our team is small and most where many hats with the opportunity to stretch and grow as our business needs grow and evolve to ensure we are meeting consumer needs in the marketplace. This role provides an incredible learning opportunity with continuous exposure to Tempur Sealy’s digital and eCommerce business coupled with the opportunity to participate and contribute on special projects/assignments across the digital and eCommerce team, as time management and individual performance allows.
Essential Duties, Responsibilities, and Key Results Area:
The role is full time, 40 hours a week and requires a flexible schedule including weekdays, the weekend, holidays, and evening hours based on team scheduling needs and assignments.
Deliver a welcoming, engaging and thorough experience to TempurSealy shoppers, continuously building our brand voice and fielding incoming questions from customers and prospects.
Serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more TempurSealy brands.
Support the company’s efforts to improve overall brand sentiment in digital platforms and build brand loyalty, addressing negative consumer conversation as appropriate and proactively addressing concerns, helping reverse negative customer touch points with the brand, etc.
Quickly and efficiently identify customer outreach issues in need of escalation to Customer Service for triage and resolution, applying a project management focus towards tracking, monitoring and evaluating the end-result customer experience from initial awareness to resolution.
Identify high-quality content derived from website, social and email customer interactions, in addition to third party content mediums, for use in website, social and content marketing channels.
Share thoughtful insights with leadership, our product, marketing, and technology teams regarding overall product, customer experience and service-related trends.
Measure, analyze, report and optimize digital customer engagement performance and suggest solutions to improve the overall customer experience.
Identify and surface consumer trends and opportunities.
Use customer & market research, customer and user feedback and competitive analysis to identify enhancement opportunities, innovate, reduce complexity and drive results.
Identify issues and opportunities and partner with digital platform, operations, and/or digital product management to diagnose and find solutions.
Relish opportunities to pick up new activities that fall broadly in the purpose of this role
Special projects as needed.
Ideal Candidate Possesses These Attributes:
Entrepreneurial, ambitious, self-motivated
Empathetic and extroverted
Bachelor’s degree (preferably in related field: marketing, business, communications)
Ability to understand TempurSealy brand and uphold its integrity
Strong/advanced written and oral communication skills required
Consumer-first mindset – Customer support and response monitoring experience preferred
A love for social media and understanding of the importance of brand consistency
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook preferred
Dependable, professional, enthusiastic and flexible
Knowledge of digital marketing landscape, including blogger and influencer marketing
Demonstrated experience applying the following skills: negotiation, multi-tasking, analytical & conceptual thinking, and time management
Knowing when to work independently and when to ask for help
Ability to work a flexible schedule including evenings and weekends
Confidence to do the right thing for the consumer in order to preserve trust in our brand
Accepts accountability and ownership of issues while operating with a strong sense of urgency towards solving consumer issues and provides resolution reporting back to leadership in a timely manner
Ability to work independently, while possessing a high level of reasoning and decision-making ability, and follow through on commitments
BS/BA Degree in related field (marketing, business, communications, etc.)
Relevant experience is a plus, but not required
Experience with social media websites and content (i.e. Facebook, Instagram, Twitter, Yahoo Answers, YouTube, etc.)
Experience engaging with Brands and shopping experiences online via their respective websites, chat, social media presence
Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.