Key Responsibilities:
Rewards Program Management: (See List of responsibilities below)
Back end work: impeccable follow-up from conversations with deliverables discussed sent to the account.
Creating Relationships: Touching (Via Calls, and emails) our reward program members and stores. Maintain communication with other accounts within territory and check-in regularly to encourage participation.
Increasing Brand Equity: Seek full participation in best branding practices and representation of the line (list below).
Reporting towards KPI’s: Attain accurate reporting of phone and email contacts through CRM, and google docs, in order to show progress.
Team Work: Working in tangent with the rest of the team towards our combined goals above.
Rewards Management: Responsibilities Include:
o Actively measuring participation rates, and reporting on a monthly basis. Analyzing program performance and understanding trends, entry and redemption habits, and seeking growth among active and non-active users alike.
o Reaching out to accounts to elicit new signups and managing relationships with accounts.
o Connect to pre-existing members to disclose current bonuses,
o Working hand in hand with our Brand Ambassadors and Brand Specialists to further the success of the loyalty program
o Creatively discussing options for future contests, improvements to the program, and ease of use.
o Creating new features for our rewards program users to use to enhance their user experience with Gabriel.
o Fulfilling orders, answering user questions, and delivering exceptional one on one care for our reward users.
Job Performance Measure: KPI’s
o Performance will be measured yearly as well as quarterly improvement against these accounts. Main KPI’s include:
o Team work, professionalism, and positive attitude
o Accurate reporting on CRM, and Asana
o Touches made to the accounts (emails)
o Phone calls made to the accounts
o Issues resolved
o Orders placed
o Number of accounts actively using the rewards program
Activity of submissions versus sales per account
Activity of submissions given with end consumer data (Warranty data) versus sales submitted without
Additional Notes
o Services above, role and responsibility, and main KPI’s may be altered according to Gabriel’s release of new offerings.
Experience and Skills required:
Experience:
o 3-5 years previous customer service experience, preferably within the jewelry industry.
o Proven track record of impeccable follow-up
o Strong project management skills with the ability to manage multiple projects simultaneously.
o Strong analytical skills with the ability to interpret data and make data-driven assumptions, and recommendations.
Computer Skills:
o Word, Excel, Outlook, CRM
o Previous experience with Asana or a related platform (Salesforce, Zoho) is a plus!
Other Skills:
o Communicate effectively both orally and in writing for the purpose of interaction with customers and inter-company team members.
o Ability to identify and resolve customer needs.
o Organization and time management skills.
o Telephone communication skills.
o Strong quantitative and analytical problem solving skills.
o Dedication, goal oriented and ability to meet strict deadlines.
Educational Qualifications:
Bachelor’s degree in Marketing, Business Administration, or a related field is a plus