Marketing and Customer Experience Associate

Are you passionate about marketing and creating unforgettable customer experiences? Do you thrive in dynamic, fast-paced environments where you can make a real impact? If so, we have the perfect opportunity for you!

ILLUME, a leading designer, manufacturer, and marketer of high-quality branded and private-label home fragrance and personal care products, is seeking a Marketing & Customer Experience Associate to join our talented team.

As a Marketing & Customer Experience Associate, you'll be at the heart of our mission to engage and delight our customers, build vibrant brand communities, and ensure top-notch eCommerce customer support. Your role will be instrumental in enhancing our social media interactions and driving our marketing initiatives forward.

We bring beauty to life through fragrance - but beauty is only half of our story. We find empowerment in thoughtful details and day-brightening moments, all in the name of reinventing the norm, exceeding expectations, and continually innovating at all touchpoints. From product design to problem-solving, creativity is our north star, guiding our day-to-day and shaping the long-term.

Key Accountabilities

1. Marketing Support
   1. Follow product reviews (Yotpo and Bazaarvoice) weekly and respond to customer questions and concerns as they arise.
   2. Initiate and execute product review-seeding sampling campaigns (via Yotpo and Bazaarvoice) and other product sampling initiatives.
   3. Maintain product sample inventory to support marketing, PR, photography, and additional needs.
   4. Assist in Marketing Project Management activities such as timeline development, photo shoot execution, asset organization and traffic management.
   5. Research and create summaries and recommendations based on customer feedback, community engagement, social and review platform best practices to share internally.
   6. Stay up to date on trending customer tools and technologies that support customer engagement, loyalty & affinity to provide recommendations for continuous improvements benefiting customer and company.
2. Customer Service/Order Processing
   1. Understand all active promotions and brand strategy to provide exceptional customer support.
   2. Provide top-level customer service to internal and external customers, including (but not limited to): managing correspondence, fulfilling customer needs, sharing product information, finding solutions for challenges, responding within 24-hours with an answer or update.
   3. Ensure that all customer communications are in line with the Company's brand voices.
   4. Work across platforms of Shopify, Macola (ERP), and FedEx to research and rectify common order inquiries.
   5. Track monthly KPIs on customer service, identify any trends and provide input on action plans.
   6. Monitor daily open order report and be able to identify any inconsistencies.
   7. Interact with fulfillment/distribution team on a regular basis to resolve any order or shipping challenges.
   8. Track and report any recurring customer challenges and alert appropriate teams including fulfillment, QA and R&D.
3. Social Media Engagement
   1. Engage with social media commenters, posters & direct messages daily as the voice of our brands.
   2. Respond to all customer questions and concerns coming in through social media in accordance with brands' customer service guidelines.
   3. Create original social media content for Instagram posts, stories, TikTok videos, including creation of gifs from videos and still photos, memes, IG polls, UGC, media mentions, and more.
   4. Schedule and post social media content and IG stories as needed in a cadence that is aligned with social media content calendars.
4. Other essential functions
   1. Continually look for ways to improve processes and systems to make them more efficient and effective.
   2. Comply with all company policies and procedures.

Knowledge, Skills and Abilities:

1. 2 years of experience in customer support (ideally within Ecommerce)
2. Positive attitude with an entrepreneurial approach
3. High emotional intelligence
4. Strong writing skills, and ability to adopt brand voice and tone
5. Stellar interpersonal, communication, and relationship development skills
6. Organized, meticulous, and excellent with time management
7. A collaborative team player
8. Ability to work autonomously without compromising quality of work
9. Ability to be flexible and agile with constant changes and time restraints.

Work Environment

1. While performing the duties of this job, the employee must be able to hear and speak.
2. This position involves frequent sitting and standing with occasional lifting, carrying, pushing, or walking.
3. Specific vision abilities required by this job include close and/or color vision.
4. The employee is intermittently required to lift up to 50 pounds, bend, stoop, reach, carry, push and/or walk.
5. The employee must be able to work in a highly fragranced environment.

The work environment and/or physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ILLUME is an Equal Opportunity Employer.

• We are not accepting candidate profiles from agencies at this time and this role is not open for relocation assistance. Candidates must legally authorized to work for any employer in the U.S. without sponsorship.

ILLUME participates in E-Verify. Through participation in the E-Verify program, ILLUME electronically verifies the employment eligibility and Social Security Number of all new hires