As the US Consumer Experience Manager at ZENB, I lead the customer service and direct-to-consumer (DTC) communication efforts across our eCommerce channels, driving sales growth and retention. My responsibilities span three core functions:- DTC Communication: I develop and execute integrated brand and eCommerce content calendars to prioritize sales opportunities, coordinating with the brand team on content needs and deliverables. I build and schedule emails, plan monthly campaigns, and contribute to tactics to close sales gaps.- eCommerce Channel Support: I support the overall objectives of our eCommerce channels, including DTC, Amazon, and channel expansion. I coordinate with our agency on Amazon customer service inquiries, lead content creation for Amazon social posts, and provide support for channel expansion initiatives as needed.- Customer Service: I ensure prompt responses to customer inquiries via our omni-channel portal, review tools, and social media platforms, escalating issues to relevant teams as needed. I manage customer returns, provide monthly reporting on trends, and contribute to process improvements.

Proficient in crafting tailored engagement strategies aligned with customer needs and overarching marketing goals. Skilled in embodying brand tone across social platforms, adeptly crafting organic and paid content to drive community engagement. Constantly refining community tactics to bolster brand impact and success. Proficient in gathering and presenting internal insights through regular reporting. Additionally, I contribute to growth initiatives by leveraging expertise in email marketing strategies.

I lead regular audits to stay connected with user communities, aligning strategies with industry best practices. I managed global connections, handled media inquiries, and collaborated seamlessly across teams. I refined our brand presence and outreach strategies, tracking engagement metrics to derive actionable insights. Additionally, I built and managed virtual assets, fostering engaging interactions with users, ambassadors, and influencers across social media, online forums, and events.

I managed daily operations, ensuring top-notch service and satisfaction at Penny Lane Studios. Leading a stylist team and coordinating schedules, I maintained a welcoming environment. My knack for innovative marketing boosted foot traffic and revenue through social media campaigns and events. I stayed ahead of trends, continuously improving our services to exceed customer expectations.

I was the friendly face ensuring smooth operations. I managed appointments, handled inquiries, and kept our reception area welcoming. My knack for multitasking and providing top-notch service created a positive salon experience for our clients.

As the voice across social media for a vast audience of 3 million, I led a team of 30 in transforming our response time from days to an impressive six minutes, outperforming industry standards. I navigated crisis communications during high-profile events, and collaborated on the "Social at The Airport" initiative, training airport staff to assist passengers via social media. Treating social platforms as a frontline service hub, I managed 95.4 mentions per hour, leveraging opportunities to boost our airline's reputation and identify future influencers.

I established criteria for engaging messages, driving our social media team's responsiveness from 50% to an impressive 99%. I led the creation and posting of on-brand content, collaborating across teams to ensure consistency and peak engagement. Through market research, I crafted trend-focused content and partnerships aligned with our target audience's interests, amplifying our online impact.

I provided extensive telephone and email support to a nationwide network of tutors, students, and parents. My responsibilities included assisting users with website navigation, addressing billing inquiries, and facilitating tutor-student matches. I monitored internal systems to gather feedback and trends, making valuable recommendations for website improvements. Collaborating closely with the customer service team, I ensured consistent and seamless solutions for Wyzant's diverse customer base.

I specialized in maintaining positive client relationships in consumer packaged goods. My role involved effective B2B communication to ensure top-notch services and results. Collaborating with sales and marketing, I crafted strategies to boost sales of specialty coffees and teas, contributing to their market growth.