ETSCustomer Experience & Education Consultant
Apply NowJob Title: Customer Experience & Education Consultant
Duration: ASAP – 2 years
Hours: M-F 40 hrs/wk
Location: NY, NY 10014 (3 days office, 2 days remote)
Pay: $30-34/hr
Hourly rate is commensurate with experience and is an estimated range provided by JBC.
Profile Required
– 5 years of experience in-store and/or online customer experience
– 3 years of experience learning content creation (digital and physical)
– Project Management experience
– Strong communication skills
– Self-organized
Profile Preferred
– Retail/customer facing experience preferred
– Writing experience preferred
– Experience with E-Learning software/authoring tools preferred
Job Description
Digital Learning Project Management
– Experience in project management, preferably within a digital e-commerce setting.
– Facilitate collaborative relationships with multiple vendors to deliver a seamless learning journey for the end user.
Customer Experience Expertise
– Deep understanding of customer experience – what drives customer behavior, what makes a good experience in-store and online, what connects a customer to the brand, how employees can create a positive, memorable experience when connecting with the customer.
– Understanding of in-store and online services that drive customer satisfaction and retention.
– Knowledge of learning design and upskilling a community.
Global Market Collaboration
– Follow up with markets and gain feedback on DMI service education package rollouts.
– Facilitate cross-team collaboration with DMI internal teams – including marketing, social, communications, digital, beauty tech.
Educational Content Creation
– Experience with developing, writing and producing educational content that includes, but not limited to, product education, experience education and digital training/upskilling.
– Comfortable developing DMI education content videos – sharing product knowledge, demonstrating how a product is used, etc.
– Staying on top of customer experience and service trends of what is driving customer behavior on social channels and in-store environments.
Reporting
– Maintain and follow up on service KPI performance for each market/country.
