• Responsible for driving engagement and retention across the platform. 
• Responsible for executing scalable programs and campaigns geared towards increasing engagement and helping customers experience value from service.
• Develop and manage engagement programs focused on onboarding, activation, retention, product adoption, and more.
• Flex creative thinking to develop and run targeted campaigns that drive growth and activation within defined customer segments
• Conceptualize, create, and design emails including onboarding, transactional, and announcements
• Conduct A/B email tests, track, analyze, and optimize the performance of campaigns, and socialize results with the team
• Moderate weekly webinars for customer education, update and optimize content 
• Generate data-driven hypotheses and conduct experiments to inform overall program strategy
• Learn business and customers, and take the initiative to identify new engagement strategies that fit within objectives
• Use collected information to identify gaps and recommend strategies to strengthen customer experience metrics
• Data entry including, entering and adjusting orders, issuing invoices/credits, locating orders/invoices

Skills: Customer Engagement Strategy, Program Development, Campaign Management, Email Marketing, A/B Testing, Webinar Moderation, Data Analysis, Order Management

• Monitor social media accounts for questions and comments on product and service
• Manage and respond to inbound messages to corporate, brand and retail accounts
• Manage the product feedback system - document feedback from customers in an organized and streamlined way
• Providing customers with clear directions on product replacement and refunding
• Spearhead urgent communication process in the event that a consumer has a dramatic or health-threatening reaction to product
• Serve as the customer service voice of the brands across email and all forms of social media
• Monitor industry news for relevant updates and shareable information
• Create content for information gather to post blogs, articles, newsletters, communications materials, and material for social media channels
• Accurately completes all work orders and paperwork associated with each job function.
• Works with the sales support team to ensure that all orders are completed in a timely manner.
• Ensuring daily reporting of all tasks performed is prepared and provided to the senior management.

Skills: Social Media Monitoring, Customer Communication, Feedback Management, Crisis Management, Content Creation, Reporting, Order Processing, Industry Trend Analysis

• Review and verify all proposals and/or statements of work to ensure a high level of quality and compliance with internal control policies and procedures to avoid unintentional liabilities.
• Participate in meetings with legal and internal and external clients to negotiate contracts 
• Prepare reports on the status of current agreement negotiations
• Maintain proposal and contract management SOPs (standard operating procedures)
• Work with various internal groups to streamline and improve processes, establish best practices, and standardize documentation and templates.
• Interface with all functional groups to define the needs and requirements of the client Interpret and clarify the general conditions of the contract
• Provide advice to new users on creating opportunities and the entire business process
• Review project proposal records in the Business Workflow (PeopleSoft) database to ensure they are accurate and complete
• Ensure that all contract documents are entered correctly and in a timely manner into the company's contract database and prepare and maintain paper files and provide an exception report to highlight risk clauses and standard exceptions

Skills: Contract Review, Compliance Management, Negotiation, Reporting, SOP Development, Process Improvement, Business Advisory, Database Management

• Work with team on curriculum creation, execution, and ongoing of the “Expert Bootcamp”
• Establish and help drive gamification strategies within the customer base to recognize power users
• Work with team to create and manage engagement campaigns, videos, playbooks and execute a delivery plan to customers
• Partner with Customer Success team on invites to events, recognition of special occasions, gift selection, and delivery 
• Help oversee and execute specialized communication to customer personas (events/case study/references/special occasion/engagement items)
• Customer event management act as a point on logistics for customer kickoffs, sales rallies, customer events, sponsorships
• Oversee customer engagement and connection plan for conferences, industry events
• Partner with Marketing and Customer Success to execute case studies, testimonials, references
• Assist with event logistics for Total Expert Customer Advisory Board
• Assist in logistics for customer recognition on social as thought leaders (conferences, articles, videos, social media)
• Partner with appropriate Total Expert departments to resolve issues and enhance customer’s experience.
• Regularly work on building the processes to streamline functioning and operations.

Skills: Curriculum Development, Gamification Implementation, Campaign Management, Event Coordination, Strategic Communications, Testimonial Acquisition, Social Media Engagement, Process Optimization

• Take part in plan creation and development processes
• Identify areas of improvement to maximize MCM impacts
• Liaise with internal team to enable customer engagement plans
• Utilize KPI database to drive productivity
• Work closely with multiple internal and external partners to develop solutions
• Share knowledge on multichannel management
• Develop engagement and marketing strategies for new products or services
• Collect, observe, and analyze customer feedback and satisfaction using various forms of communication including phone calls and email correspondence
• Utilizes sales offers and techniques to ensure long-term retention of customers and services.
• Delivers superior customer service and sales support to existing and potential customers.
• Responsible for coordinating with customers across India and ensuring that queries are effectively and timely addressed.

Skills: Strategic Planning, Process Improvement, Stakeholder Liaison, KPI Analysis, Solution Development, Multichannel Management, Strategy Development, Customer Feedback Analysis

• Customer-focused approach to problem identification and resolution
• Strong verbal and written communication skills
• Desire to grow professionally and learn something new every day
• Good analytical, logical, research, and problem-solving skills
• Highly computer literate, mastery of Google Suite products
• Experience using HubSpot CRM/Sales Hub or a similar platform 
• High-volume phone-based experience
• Professional experience or interest in real estate or financial services
• Excellent customer service skills.
• Prior experience in the use of a CRM system (preferably Salesforce) and an Electronic Health Record (preferably myAvatar) 

Qualifications: BA in Marketing with 3 years of Experience

• Able to manage budgets and prepare, support fiscal planning processes.
• Innovative and thought leader toward digital, loyalty and personalization.
• Able to operate independently without bypassing partner collaboration.
• Proven ability to lead high visibility projects.
• Ability to present and interact effectively at all levels of leadership.
• Can lead within cross functional work teams and effectively represent the strategies, plans and road maps.
• Advanced skills in Microsoft Tools.
• Highly proficient in math and analytic methods.
• Can teach, coach, and mentor other Specialists.
• Able to lead in the absence of the Manager.

Qualifications: BA in Communications with 7 years of Experience

• Marketing experience, specifically in Direct, Targeted, Digital, Loyalty, Personalization and various Customer Engagement programs CRM experience strongly 
• Experience in working with teams and cross-functional partner relationships.
• Advanced Excel and PowerPoint experience.
• Demonstrated ability to develop strategic marketing campaigns and plans.
• Proven experience in traditional and digital marketing methods, systems.
• Strong presentation skills, comfort leading cross functional projects.
• Strong organizational, planning, and time management skills with ability to prioritize multiple/competing projects and assignments.
• Advanced knowledge of customer segmentation and methods.
• Identify and implement areas for improved efficiencies and best practices.
• Strong business acumen.

Qualifications: BA in Business Administration with 5 years of Experience

• Confident and driven individual with excellent communication skills
• Quick learner - Has the ability to learn new systems, services and processes
• Technical support experience or equivalent transferrable skills in a fast-pace environment
• A strong commitment and ability to work a flexible work schedule and adherence an assignment work schedule 
• Familiar with music files and download procedures
• Familiar with online chat inquires
• Familiar with Internet research and internet navigation
• Internet computer skills (Chrome and Internet Explorer)
• Ability to communicate effectively

Qualifications: BA in Public Relations with 1 year of Experience

• Provide exceptional customer service to customers via phone, email and online chat
• Ability to prioritize, multi-task, and manage a high volume of calls, emails, and online chats during peak sale periods
• Use multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time.
• Ability to work efficiently and effectively in a multi-task customer service environment
• Work independently and as part of a team
• Strong decision-making ability
• Problem solving skills
• Ability to perform job functions while maintaining a positive demeanor

Qualifications: BA in Advertising with 2 years of Experience