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Title

Customer Communications Manager 

About the Organization Winc  
Description

Overview

This role manages lifecycle marketing and customer communications. This includes email and SMS campaigns to engage/retain/upsell customers, as well as overseeing the offshore member services team. The Customer Communications Manager will work cross-functionally with brand strategy to create lifecycle marketing programs for each of Winc's brands, collaborating on initiatives and ensuring best practices, to help meet goals such as retention, engagement, LTV, and referrals.

Communications Management

  • Own execution of customer communications across the org through the email & SMS channels
  • Work closely with Brand Managers, Marketing, and Engineering to manage external communications calendars and ensure cross-functional alignment
  • Be the go-to expert within the org for questions related to lifecycle marketing
  • Understand Winc's customer behavior and overall journey, and collaborate with stakeholders to create campaigns the improve customer lifetime value and happiness
  • Oversee customer feedback platforms: member surveys, NPS, CSAT, etc

Customer Support Leadership

  • Proactively work with our BPO to ensure proper service levels and expectations are met, including staffing, technology, and team culture.
  • Ensure that SLA's for the Member Services team and are met and continually find new ways to improve the quality of service
  • Stay on the forefront of customer communication best practices, including new technology or software that will create efficiencies in customer service and a better customer experience
  • Synthesize and cascade any relevant customer feedback or relevant data to stakeholders
  • Ensure that the Member Services team is kept in the communication stream regarding new product features, promotions, and any changes to our business and/or marketing plans
  • Maintain and improve analytics for team SLAs, utilizing Zendesk, Domo, etc. to build and manage data reports.
  • Create a plan to help the MS team scale as the company grows, including potentially establishing a second offshore site
 
Exempt/Non-Exempt Exempt  
Full-Time/Part-Time Full-Time  
Position Requirements

Ideal Candidate:

  • 3+ years of experience in a highly strategic, analytical, and/or operational role in fast-paced environments
  • Strong communication, collaboration and analytical skills
  • Empathy for customers and determination to deliver a world-class customer experience at every touchpoint
  • Comfortable using a wide variety of technologies and systems (Zendesk, Google Suite, Excel)
  • Solid understanding of lifecycle marketing
  • Proactive self-starter who is comfortable in a player-coach framework
  • Ability to pivot quickly and change course as new information arises and customer needs change

Nice to Have:

  • Experience with Zendesk or a similar CRM platform (e.g., Salesforce, Kustomer)
  • Experience in customer support and/or manager experience
  • Experience in a direct to consumer company
 

This position is currently not accepting applications.

To search for an open position, please go to http://Winc.appone.com



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