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 Customer Experience Coordinator is responsible for identifying, tracking and responding to concerns that may arise from the organization’s operation, developing and executing communications programs to mitigate those issues and executing the company’s customer service and loyalty program communications and response across all platforms. 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)
Collaborates with stakeholders to identify and engage targeted online communities and audiences
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
Monitors and responds to online 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 maintain 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
Bachelor's degree in Marketing, Communications, Journalism or equivalent work experience.
1-3 years experience managing social media channels and developing social media content for B2B/B2C audiences, as well as search engine optimization.
Experienced in social media platform analytics (e.g. LinkedIn, Twitter, Facebook), Google Analytics 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.
Guitar and/or musical instrument knowledge is a plus.
Paid Sick Time
Medical, Dental, Vision, Life Insurance