Marketing Specialist (Customer Experience)

YOUR BENEFITS

Our benefit package includes:

• Starting at 4 weeks PTO per year
• 401(k) and a company match
• Profit Sharing Medical Company HSA contribution
• Wellness Program
• Dental
• Vision
• Life Insurance
• Disability
• 6 Weeks Parental Leave
• Long term care insurance
• Tuition reimbursement
• Employee Resource Groups
• On-Site Café
• On-Site Gym

Pay: $60,000-80,000 profit sharing

Position Objective:

This position supports the company’s growth by translating customer insights into actionable improvements and effective marketing initiatives. This role enhances the overall customer journey through VOC analysis, cross‑functional collaboration, and the execution of marketing and support solutions that strengthen brand engagement and satisfaction.

Responsibilities:

Customer Experience – 35%

• Help lead the cross functional customer experience team for the home finishing division.
• Analysis NPS data and provide monthly reports to leadership and CX team
• Analysis NPS & VOC (voice of customer data) to identify trends, themes and areas for improvement across the customer journey
• Analysis NPS & VOC data and pull various data reports and presentations as specific topics and project arise.
• Lead and project manage CX specific initiatives and projects, working cross-functionally when needed.
• Development of content for CX including video shorts, images and graphics (utilizing Canva & iPhone editing program)

Digital Marketing - 35%

• Update website content as needed across the entire website including projects, homepage, and products.
• Management of Shopify product catalog ensuring product data consistency and accuracy including copy, images, and pricing
• Work with vendors on website plugin including Wavia and Bazaarvoice
• Coordinate and work with agency and Digital Marketing Manager to make SEO updates to all sites
• Work with Digital Marketing Manager to set email content calendar and plan
• Create, send, and report out KPIs on email program
• Execute Wagner program including product pages on website and emails workflows to improve users experience and management of QR code system.
• Develop monthly AI-focused articles that showcase how Wagner products integrate into user prompts and real-world AI use cases.

Retailer Support/Marketing – 20%

• Manage process and execution of all off-shelf displays working both with external vendors and internal teams
• Request bids, negotiate rates with external vendors on all POP & Off-Shelfs elements for retailers
• Ordering, maintaining and developing all merchandising elements at key retailers
• Assist in reporting on retailer advertising campaigns as needed.
• Uploading and updating product detail pages across Wagner retailers insuring consistent messaging and best practices.

Other Marketing – 10%

• Assist with social media accounts as needed with Brand Marketing Specialist (may include weekends)
• Assist with other projects as requested
• Keep up to date with relevant marketing tactics and tools
• Support evolving e-commerce strategy

Relationship To Others:

Works closely with Marketing, sales, product support and product management teams. Also, has frequent contact with outside vendors and customers.

Dimensions of Position:

This role independently analyzes and communicates insights from NPS and customer experience data, identifying key trends and opportunities for improvement. It helps guide and motivate cross‑functional teams to elevate overall customer satisfaction and drive NPS growth. With a focus on digital marketing, the position supports and manages key website elements while also overseeing purchasing decisions for corrugate and printed materials used in retail environments.

Qualifications:

Education and Experience

Minimum 2-5 years marketing experience, project management, data analysis skills and understanding of email marketing or an equivalent combination of education, training, and experience as determined by the hiring manager and Human Resources.

Preferred Qualifications:

Bachelor’s Degree in Business, marketing communications related field is desired

Knowledge, Skills, and Abilities

• Working knowledge of Microsoft based software: word, excel, PowerPoint
• Canva skills preferred but not required
• Experience with HubSpot, Shopify, Wavia or Bazaarvoice preferred but not required
• Excellent verbal, written and interpersonal communication skills
• High attention to details along with flexibility, proactive approach
• Project management and ability to work on multiple things at the same time.
• Possess excellent speaking ability conveying information effectively to others.
• Good critical thinking skills to use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Must be able to work independently