Ernie Ball Music Man
Customer Experience Coodinator
Full Time Monday - Friday
Ernie Ball, the world’s leading guitar string and accessories manufacturer, is currently looking for a Customer Experience Coordinator (CEC) to join our dynamic team in San Luis Obispo, CA. The ideal candidate must be goal oriented, possess exceptional attention to detail, and have outstanding interpersonal skills. The CEC is responsible for identifying, tracking and responding to concerns that may arise from the organization’s operation, executing the company’s customer service and loyalty program communications. The position requires demonstrated issues management and customer communications experience. This role will collaborate with Marketing team members to repurpose and promote existing content for social media, as well as key stakeholders to support various objectives for reputation, branding, loyalty, and audience engagement.
How You Contribute
Engages with global customer service issues across all mediums (social, forums, phone, email, etc).
Address all customer service issues and deliver on 100% commitment.
Develop customer service engagement/reward strategies that rewards loyalty, engage with customer across social and forums i.e. “Random Acts of Coolness” giveaways/rewards.
Identify and engage targeted online communities and audiences by monitoring and responding to comments and reviews to enhance customer experience and improve online ratings.
Develops and distributes social media analytics dashboards for key stakeholders and leadership.
Works with the marketing and customer service teams to develop FAQ responses and workflows to address customer services concerns on social media platforms, forums, blogs, and more.
Day-to-Day management of loyalty program.
Executes loyalty and member engagement strategic and tactical marketing plans and related initiatives to grow and retain membership.
Develops and roll out timely and KPI-driving training related to EE initiatives, with a focus on customer service.
Develops and maintains reporting and analysis to deliver actionable insights to measure EE program/initiative performance, and inform future plans and program initiatives.
Executes on the EE communication plan to keep members engaged and help nurture and grow brand loyalty.
Degree in Marketing, Communications, Journalism -or- equivalent work experience.
1-3 years experience working within social media channels and pulling analytics (e.g. Facebook, Instagram, Twitter, LinkedIn) and using digital metrics to refine and optimize content to support business objectives.
Familiarity with Google Office Suite (Docs, Sheets, etc).
Works well in a fast-paced environment.
Exceptional written, verbal, and interpersonal communication skills.
Ability to collaborate with multiple cross-company teams.
Experience and familiarity with electric guitars is a requirement
Paid Sick Time
Medical, Dental, Vision, Life Insurance