Digital Consumer Experience & Engagement Associate

Tempur Sealy International•Lexington, KY

4d•$41,000 - $59,000

About The Position

The Digital Consumer Engagement team brings a marketing and personalized focus to the digital customer interactions that occur on our websites, social media, reviews, user generated content, and the more traditional proactive customer outreach channels like email and mail. Our DCE Associates represent Tempur Sealy brands across digital and traditional mediums including on company-owned websites (via chat, SMS/messaging, and other digital engagement tools), social media channels, and through personalized outbound customer communication methods (email, handwritten note, etc.). The DCE Associate will help QA, author, and evolve our customer “self-service” and “brand ambassador” 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 FAQs; are there new FAQs needed; is product information accurate; is this customer video useful on the website or elsewhere; let’s use this customer review to highlight this product; and more! The DCE Associate also participates in a professional development rotation by shadowing and assisting other functions within the organization including: eCommerce, Digital Marketing, Site Experience and Creative, and Operations.

Requirements

BS/BA Degree in related field (marketing, business, communications, etc.) preferred.
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.

Responsibilities

Deliver a welcoming, engaging and thorough experience to Tempur Sealy shoppers, continuously building our brand voice and fielding incoming questions from customers and prospects via chat, social, SMS, 1:1 email or other digital communication tools.
Serve as a subject matter expert for products available for research or purchase on one or more Tempur Sealy websites.
Serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more Tempur Sealy 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.
Amplify user-generated content from loyal advocates, encourage interaction between advocates and those considering brand products.
Help facilitate the product review collection and presence with existing customers.
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.
Identify engagement opportunities and contribute towards maintaining and evolving the company’s user-generated content presence on owned website properties, in close partnership with digital, brand marketing, and PR.
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.
Stay on top of trends and best-class practices within social marketing and response, online chat and customer engagement, and the user-generated content space and determine how Tempur-Pedic can best apply them.
Use customer & market research, customer and user feedback and competitive analysis to identify enhancement opportunities, innovate, reduce complexity and drive results.
Help grow the volume and quality of the Tempur-Pedic user-generated content presence.
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.
Perform other duties and special projects as needed.