Job Description
LOCATION: REMOTE
SUMMARY/OBJECTIVE:
Stix Golf Customer Engagement Manager is responsible for leading and equipping the Customer Engagement team to build customer brand loyalty. This position partners with internal agents to create and maintain customer facing initiatives that builds brand loyalty and provides feedback and communication with external agents. Lastly, this position is responsible for the maintenance and improvement of the various systems and processes that the Customer Engagement team uses to communicate quickly and with care to our customers.
IN THIS ROLE YOU WILL:
Strategizes about the best way to engage our customers post-purchase
Cultivates and maintains brand voice in customer communication and partners with other departments
Helps internal CE team create customer facing initiatives and metrics to measure level of value
Responsible for establishing and maintaining communication with various departments to keep the CE team informed
Manages key metrics for product damage, defect, missing or delayed orders; reports this data to management on a weekly basis.
Provides ongoing feedback and training for internal agents around new processes and products
Communicates with external CE team to provide feedback and improve customer communication and processes
Reports on trends in customer communication and communicates customer feedback to relevant departments
Manages and maintains the systems and tools the CE team uses to organize their work and communicate with customers.
THE SKILLS/QUALIFICATIONS WE ARE LOOKING FOR:
High school diploma: bachelor’s degree in communication or business management preferred
3 years of relevant experience in a customer service or other customer-facing role: experience with leading a team preferred
Excellent knowledge of social media, Microsoft Office Suite, Google Suite, and Customer Service tools
Excellent written communication skills
Strategic thinker with the ability to adjust tactics on the fly in an ever changing environment
Must be passionate about tech and often the go-to-person for others when they run into technical difficulties with their products
Is professional, reliable, and structured when it comes to your work
Must be proactive and a full believer in the learning by doing methodology to confront new challenges and grow as a person
Must appreciate an independent but highly collaborative way of working with a lot of responsibility from day one
BENEFITS
Competitive compensation
Unlimited PTO
Medical Coverage
Work Remote
Flexible Schedule
CULTURE:
WE STRIVE TO PUT PEOPLE FIRST - Valuing the individual as a person, not as a means to an end
WE STRIVE TO CREATE - Create value, vision, momentum, solutions – we are a founding team of creatives
WE STRIVE TO GROW - Personally, professionally, organizationally – we seek drivers-of-growth, optimizers and innovators
WE STRIVE TO BE AGILE - Responsive to the market, customer feedback, best practices – we are very comfortable w/ change
WE STRIVE TO CHALLENGE - Ourselves, each other, the status quo - we are disruptors and innovators in every area of everything we do
WE STRIVE TO FLOURISH - We want to provide opportunities and resources to keep our people healthy because healthy people make a healthy team and healthy communities
EQUAL EMPLOYMENT OPPORTUNITIES:
STIX GOLF CO PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES (EEO) TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, AGE, DISABILITY, OR GENETICS. IN ADDITION TO FEDERAL LAW REQUIREMENTS, STIX GOLF CO COMPLIES WITH APPLICABLE STATE AND LOCAL LAWS GOVERNING NONDISCRIMINATION IN EMPLOYMENT IN EVERY LOCATION IN WHICH THE COMPANY HAS FACILITIES. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION, AND TRAINING.
Company Description
Stix Golf Co is a fast growing startup providing high quality golf clubs at a fair price and making golf more accessible and inclusive. We are a very collaborative team of highly motivated creative folks who encourage learning and celebrate failure as we attempt to take an unconventional approach in all that we do.