GHOST
Customer Experience Specialist
GHOST, Chicago, Illinois, United States, 60290
GHOST is disrupting the sports nutrition industry by creating a lifestyle movement that includes transparent innovative products, immersive content, global distribution, key influencer, festival, and sports partnerships as well as industry first flavor collaborations with some of the world's leading brands. We are always challenging ourselves to think outside the box and serve our fans and customers better and we're excited to find a new fam member to bring enthusiasm and fresh ideas to the table.We're adding a
Customer Experience Specialist
to our Chicago office* who will provide support and backup to senior roles on both the E-Commerce and Customer Support teams, with a focus in web, app, email, and other digital channels.*This position is based on-site working full time from our Chicago office–please do not apply if you are not in the Chicago/Greater Chicagoland area.THE DEETS:Ensure a fully functional 24/7 GHOST shopping experience by performing thorough testing and maintenance tasks, conducting quality control around new features & campaigns, regularly reviewing copy and imagery across the website and app, and aligning with operations and support to ensure smooth, seamless launches from planning to go liveAssist with Shopify product set ups, product categorization, promotions and campaign set upsDeploy email previews with on-brand timely content, ensuring links are firing properly with products populating as intendedRegularly refresh content across e-commerce channels to drive sell-thru of both LTO and PERM SKUsOptimize merchandising efforts across the site and app, adjusting navigations and product rankings as needed based on merchandising and marketing strategies, identifying opportunities to drive changes based on customer and competitive insightsTest and own QC processes with support from Customer Service around website and app functionality to ensure a seamless customer experience at all phases of the purchasing journeyResearch and prepare web and app promotional strategies intended to drive engagement, traffic, and revenueCollect feedback on site functionality, sitemap, content, etc. to continuously make enhancements on site & in app via A/B testing initiativesCollaborate cross-functionally with E-Comm Lead and Operations to ensure proper inventory levels are maintainedEnsure inventory levels are accurate in Shopify, limiting shortfalls, split shipments, and unsellable in-and-out itemsReview customer-facing materials for clarity, accuracy, and transparency, including marketing emails and social media posts/captions related to launches and promotionsWork with Customer Support to review launch feedback, spot recurring issues, and develop strategies to address them. Use these insights to improve future product launches and customer interactionsDiscover and recommend tools that improve the website’s user experienceWork with the Customer Support team to regularly update FAQ and Help Center information based on common questions and feedbackContinuously manage and monitor the GHOST Loyalty Program to ensure a smooth customer loyalty experience, ideating new ways to reward and recognize members in addition to getting new Legends to join the programFoster internal cross-functional team communications to drive efficiency and team buildingYOU HAVE:Bachelor’s degree in Business, Marketing, Technical, and/or Communications emphasisA minimum of 3 years of related industry experience; ad agency or brand experience is preferredKnowledge of marketing and advertising, with understanding of digital marketing, media and technology preferredStrong multitasking and problem solving skills; ability to work in a cross-functional team environmentProficient with business software (MS Office) and related online toolsPossess technical & digital knowledge/insightLegendary interpersonal and writing skillsMeticulous attention to detail and good organizational skillsBonus: Experience with Shopify, Klaviyo, Gorgias, Zendesk, PhotoshopAt GHOST we are building the brand we all wish existed. This mindset drives every important decision the team makes, from how we create new products, to how we market and interact, and most definitely how we build our team. We hire on work ethic, passion and culture fit. You cannot replace a vibe.
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Customer Experience Specialist
to our Chicago office* who will provide support and backup to senior roles on both the E-Commerce and Customer Support teams, with a focus in web, app, email, and other digital channels.*This position is based on-site working full time from our Chicago office–please do not apply if you are not in the Chicago/Greater Chicagoland area.THE DEETS:Ensure a fully functional 24/7 GHOST shopping experience by performing thorough testing and maintenance tasks, conducting quality control around new features & campaigns, regularly reviewing copy and imagery across the website and app, and aligning with operations and support to ensure smooth, seamless launches from planning to go liveAssist with Shopify product set ups, product categorization, promotions and campaign set upsDeploy email previews with on-brand timely content, ensuring links are firing properly with products populating as intendedRegularly refresh content across e-commerce channels to drive sell-thru of both LTO and PERM SKUsOptimize merchandising efforts across the site and app, adjusting navigations and product rankings as needed based on merchandising and marketing strategies, identifying opportunities to drive changes based on customer and competitive insightsTest and own QC processes with support from Customer Service around website and app functionality to ensure a seamless customer experience at all phases of the purchasing journeyResearch and prepare web and app promotional strategies intended to drive engagement, traffic, and revenueCollect feedback on site functionality, sitemap, content, etc. to continuously make enhancements on site & in app via A/B testing initiativesCollaborate cross-functionally with E-Comm Lead and Operations to ensure proper inventory levels are maintainedEnsure inventory levels are accurate in Shopify, limiting shortfalls, split shipments, and unsellable in-and-out itemsReview customer-facing materials for clarity, accuracy, and transparency, including marketing emails and social media posts/captions related to launches and promotionsWork with Customer Support to review launch feedback, spot recurring issues, and develop strategies to address them. Use these insights to improve future product launches and customer interactionsDiscover and recommend tools that improve the website’s user experienceWork with the Customer Support team to regularly update FAQ and Help Center information based on common questions and feedbackContinuously manage and monitor the GHOST Loyalty Program to ensure a smooth customer loyalty experience, ideating new ways to reward and recognize members in addition to getting new Legends to join the programFoster internal cross-functional team communications to drive efficiency and team buildingYOU HAVE:Bachelor’s degree in Business, Marketing, Technical, and/or Communications emphasisA minimum of 3 years of related industry experience; ad agency or brand experience is preferredKnowledge of marketing and advertising, with understanding of digital marketing, media and technology preferredStrong multitasking and problem solving skills; ability to work in a cross-functional team environmentProficient with business software (MS Office) and related online toolsPossess technical & digital knowledge/insightLegendary interpersonal and writing skillsMeticulous attention to detail and good organizational skillsBonus: Experience with Shopify, Klaviyo, Gorgias, Zendesk, PhotoshopAt GHOST we are building the brand we all wish existed. This mindset drives every important decision the team makes, from how we create new products, to how we market and interact, and most definitely how we build our team. We hire on work ethic, passion and culture fit. You cannot replace a vibe.
#J-18808-Ljbffr