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New York City

    Customer Experience - New York, United States - The Fountain Group

    The Fountain Group
    The Fountain Group New York, United States

    2 weeks ago

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    Description

    Pay Rate: $34.04/Hour
    Full-time hybrid schedule at NYC office (3 days at office, 2 days remotely)
    Duration: 2 years
    Qualifications:
    Required:

    • 5 years of experience in-store and/or online customer experience
    • 3 years of experience learning content creation (digital and physical)
    • Project Management experience
    • External
    Preferred:
    • Retail/customer facing experience preferred
    • Writing experience preferred
    • Experience with E-Learning software/authoring tools preferred
    Job Description
    Digital Learning Project Management
    • Experience in project management, preferably within a digital e-commerce setting.
    • Facilitate collaborative relationships with multiple vendors to deliver a seamless learning journey for the end user.
    Customer Experience Expertise
    • Deep understanding of customer experience - what drives customer behavior, what makes a good experience in-store and online, what connects a customer to the brand, how employees can create a positive, memorable experience when connecting with the customer.
    • Understanding of in-store and online services that drive customer satisfaction and retention.
    • Knowledge of learning design and upskilling a community.
    Global Market Collaboration
    • Follow up with markets and gain feedback on brand service education package rollouts.
    • Facilitate cross-team collaboration with brand internal teams - including marketing, social, communications, digital, beauty tech.
    Educational Content Creation
    • Experience with developing, writing and producing educational content that includes, but not limited to, product education, experience education and digital training/upskilling.
    • Comfortable developing DMI education content videos - sharing product knowledge, demonstrating how a product is used, etc.
    • Staying on top of customer experience and service trends of what is driving customer behavior on social channels and in-store environments.
    • Reporting
    • Maintain and follow up on service KPI performance for each market/country.
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