Customer Engagement Manager - HRG Retained Search

Company Overview: At Pomegranate, we are not just a company; we are a success story. For over 25 years, we have designed and distributed hand-made textiles for the table and home through our wholesale showroom in Atlanta, retail showroom in Lexington, Kentucky, and our direct-to-consumer website. We are a small team with a proven track record of success, a sustainable growth plan, and a supportive environment, ready to welcome an experienced, enthusiastic, and eager team member on board as we continue to write our success story.

Position Overview: The Customer Engagement Manager is not just a role but a key pillar of our operations. They are responsible for implementing, planning, and managing the Customer Loyalty Program. This includes managing customer retention, appreciation, returns, and rewards, as well as strategic sales and marketing. The role encompasses managing all customer communication via email, phone calls, online chat tools, and more. The Customer Engagement Manager will also contribute to the company blog by working with the marketing team to create blog content and write and publish blog articles that appeal to the Pomegranate customer.

Key Responsibilities:

• Customer Service: Serve as the first contact for customers needing assistance. Handle inbound calls, emails, and online chats, address questions about products and services, and process payments and returns.
• Customer Engagement Strategies: Develop and implement strategies to engage customers through loyalty programs, social media, email marketing, and personalized messaging.
• CRM Analysis: Use data to identify trends and insights to improve customer experiences.
• Feedback Management: Gather, analyze, and act on customer feedback through surveys, reviews, and focus groups.
• Cross-functional Collaboration: Work with sales, marketing, product development, and customer support teams to ensure consistency in messaging and customer experiences.
• Advocacy Programs: Create programs to nurture brand advocates, encouraging positive word-of-mouth, testimonials, and referrals.
• Training and Development: Establish guidelines for customer engagement best practices and promote a customer-centric culture within the organization.
• Performance Monitoring: Set KPIs to measure customer engagement effectiveness. Analyze metrics like customer satisfaction, retention rates, and revenue growth.
• Industry Trends: Stay updated on industry trends and best practices to enhance customer experience continually.

Qualifications:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Proven experience (2-3 years preferred) in customer engagement, customer service, CRM, or related roles, preferably in a B2C environment.
• Strong analytical skills with the ability to interpret data and draw actionable insights.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
• Strategic thinking and problem-solving abilities, focusing on driving results and achieving business objectives.
• Proficiency in customer retention marketing platforms such as Yotpo, Rise.ai, Google Suite, Loop Returns, Dropbox, Microsoft Office suite, Asana, and CRM and marketing automation tools preferred.
• Demonstrated leadership capabilities and ability to work within a cross-functional team effectively.
• Customer-centric mindset with a passion for delivering exceptional experiences.
• Flexibility to adapt to a fast-paced and dynamic work environment.