Digital Experience Executive

Role Overview

• Manage day-to-day customer queries via Zendesk, ensuring prompt responses and the creation of feedback loops.
• Continuously improve Zendesk triggered automations to streamline operations and enhance customer service efficiency.
• Support the quality control process for product feedback, ensuring timely communication with the quality control team.
• Assist in processing sample orders and offer support to internal teams, ensuring smooth coordination across the business.
• Work closely with the E-Commerce Operations Manager, CRM Manager, and Digital Experience Lead to enhance customer loyalty and experience.
• Monitor and engage with customer reviews through platforms such as Yotpo or Trustpilot responding to feedback and ensuring follow-up actions are taken.
• Handle customer returns and refunds, ensuring timely processing and excellent customer service.
• Provide ongoing support to the wider eCommerce team as needed, including input on campaign planning from a customer experience perspective.
• Offer support in eCommerce development and user journey optimisation to improve customer retention and overall site experience.
• Potential involvement in supporting International eCommerce sites as the business expands.
• Assist with digital paid campaign planning and execution, ensuring that customer experience is a key consideration.
• Contribute to the development of eCommerce strategies, focusing on how digital initiatives impact the customer journey.
• Work closely with the E-Commerce team on day-to-day site operations and tasks to maintain optimal customer experience.

Requirements

• Previous experience using Zendesk or similar digital chatbot platforms is essential.
• Experience with major review platforms such as Yotpo, Feefo, or Trustpilot is highly desirable.
• Strong problem-solving abilities and an ability to adapt quickly in a fast-paced environment.
• Proven experience working within an eCommerce team or similar environment with a focus on customer service and digital support.
• A genuine interest in the sports nutrition industry and Grenade’s brand values is an advantage.
• Proficient in MS Office, MS Excel, and CRM platforms.
• Strong interpersonal skills, with the ability to communicate effectively with both internal teams and customers.
• A proactive and driven approach to work with the ability to manage multiple tasks and priorities.
• Flexible approach to work, with the ability to support the business across a variety of eCommerce initiatives and adapt to new challenges.

Benefits

• Relocation Support Available