Digital Consumer Experience & Engagement Associate

Tempur Sealy; Lexington (KY); On-site; USD 41,000 - 59,000; Full time

Benefits offered by this job

Generous Paid Time Off

Medical and dental coverage

Disability and life insurance

Retirement plan options

Employee purchase discounts

Job summary

Tempur Sealy is seeking a Digital Consumer Engagement Associate in Kentucky to manage digital interactions across company-owned platforms. You will act as a brand ambassador, deliver exceptional online experiences, and help shape the content and self-service resources used across our digital channels.

You will collaborate with eCommerce, Digital Marketing, Site Experience and Creative teams, while supporting initiatives to improve brand sentiment and customer loyalty.

Qualifications

• BS/BA degree in marketing, business, or communications.
• Experience with social media platforms and content.
• Experience engaging with brands and online shopping environments.

Responsibilities

• Deliver a welcoming, engaging and thorough experience to Tempur Sealy shoppers across digital channels (chat, social, SMS, email).
• Serve as a subject matter expert for products available for research or purchase on Tempur Sealy websites.
• Maintain brand tone and act as a brand ambassador in communications with consumers for Tempur Sealy brands.
• Support efforts to improve brand sentiment on digital platforms and proactively address customer concerns.
• Identify outreach issues needing escalation to Customer Service and help triage resolutions.
• Amplify user-generated content from loyal advocates and encourage interaction between advocates and prospective customers.
• Facilitate product review collection and presence with existing customers.
• Identify high-quality content from website, social, and email interactions for use in marketing channels.
• Share insights with leadership on product, customer experience and service trends.
• Identify engagement opportunities and help evolve user-generated content presence on owned sites.

Skills

Social media experience

Brand engagement

Customer service

Education

BS/BA Degree in related field

Job description

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $41,000-$59,000

The Digital Consumer Engagement teambrings a marketing and personalized focus to the digitalcustomer interactions that occur on our websites, social media, reviews, user generated content, and the more traditional proactive customer outreach channels like email and mail.

Our DCE Associates represent Tempur Sealy brands across digital and traditional mediums including on company-owned websites (via chat, SMS/messaging, and other digital engagement tools), social media channels, and through personalized outbound customer communication methods (email, handwritten note, etc.).

The DCE Associate will help QA, author, and evolve our customer "self-service" and "brand ambassador" content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions with our digital presence and customer engagements across those mediumsforexample: do we have the right FAQs; are there new FAQs needed; is product information accurate; is this customer video useful on the website or elsewhere; let's use this customer review to highlight this product; and more!

The DCE Associate also participates in a professional development rotation by shadowing and assisting other functions within the organization including: eCommerce, Digital Marketing, Site Experience and Creative, and Operations.

What You'll Do (Essential Duties and Responsibilities):

• The role is full time, 40 hours a week and requires a flexible schedule including weekdays, the weekend, holidays, and evening hours based on team scheduling needs and assignments.
• Deliver a welcoming, engaging and thorough experience to Tempur Sealy shoppers, continuously building our brand voice and fielding incoming questions from customers and prospects via chat, social, SMS, 1:1 email or other digital communication tools.
• Serve as a subject matter expert for products available for research or purchase on one or more Tempur Sealy websites.
• Serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more Tempur Sealy brands.
• Support the company's efforts to improve overall brand sentiment in digital platforms and build brand loyalty, addressing negative consumer conversation as appropriate and proactively addressing concerns, helping reverse negative customer touch points with the brand, etc.
• Quickly and efficiently identify customer outreach issues in need of escalation to Customer Service for triage and resolution, applying a project management focus towards tracking, monitoring and evaluating the end-result customer experience from initial awareness to resolution.
• Amplify user-generated content from loyal advocates, encourage interaction between advocates and those considering brand products.
• Help facilitate the product review collection and presence with existing customers.
• Identify high-quality content derived from website, social and email customer interactions, in addition to third party content mediums, for use in website, social and content marketing channels.
• Share thoughtful insights with leadership, our product, marketing, and technology teams regarding overall product, customer experience and service-related trends.
• Identify engagement opportunities and contribute towards maintaining and evolving the company's user-generated content presence on owned website properties, in close partnership with digital, brand marketing, and PR.
• Measure, analyze, report and optimize digital customer engagement performance and suggest solutions to improve the overall customer experience.
• Identify and surface consumer trends and opportunities.
• Stay on top of trends and best-in-class practices within social marketing and response, online chat and customer engagement, and the user-generated content space and determine how Tempur-Pedic can best apply them.
• Use customer & market research, customer and user feedback and competitive analysis to identify enhancement opportunities,innovate, reduce complexity and drive results.
• Help grow the volume and quality of the Tempur-Pedic user-generated content presence.
• Identify issues and opportunities and partner with digital platform, operations, and/or digital product management to diagnose and find solutions.
• Relish opportunities to pick up new activities that fall broadlyin the purpose of this role.
• Perform other duties and special projects as needed.

What You'll Need (Qualifications):

• BS/BA Degree in related field (marketing, business, communications, etc.) preferred.
• Relevant experience is a plus but not required.
• Experience with social media websites and content (i.e. Facebook, Instagram, Twitter, Yahoo Answers, YouTube, etc.)
• Experience engaging with Brands and shopping experiences online via their respective websites, chat, social media presence.

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Tempur Sealy is proud to be an Equal Employment Opportunity and Affitively employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.