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Tempur Sealy International · 3 weeks ago

Digital Consumer Experience and Engagement Associate

Lexington, KY

Full-time

Onsite

New Grad, Entry Level

$38K/yr - $55K/yr

Tempur Sealy International is a leading designer and manufacturer of bedding products dedicated to improving sleep quality worldwide. The Digital Consumer Experience and Engagement Associate will be responsible for enhancing customer interactions across digital platforms, ensuring brand consistency, and supporting customer engagement initiatives.

Home Decor

Responsibilities

Deliver a welcoming, engaging and thorough experience to Tempur Sealy shoppers, continuously building our brand voice and fielding incoming questions from customers and prospects via chat, social, SMS, 1:1 email or other digital communication tools

Serve as a subject matter expert for products available for research or purchase on one or more Tempur Sealy websites

Serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more Tempur Sealy brands

Support the company’s efforts to improve overall brand sentiment in digital platforms and build brand loyalty, addressing negative consumer conversation as appropriate and proactively addressing concerns, helping reverse negative customer touch points with the brand, etc

Quickly and efficiently identify customer outreach issues in need of escalation to Customer Service for triage and resolution, applying a project management focus towards tracking, monitoring and evaluating the end-result customer experience from initial awareness to resolution

Amplify user-generated content from loyal advocates, encourage interaction between advocates and those considering brand products

Help facilitate the product review collection and presence with existing customers

Identify high-quality content derived from website, social and email customer interactions, in addition to third party content mediums, for use in website, social and content marketing channels

Share thoughtful insights with leadership, our product, marketing, and technology teams regarding overall product, customer experience and service-related trends

Identify engagement opportunities and contribute towards maintaining and evolving the company’s user-generated content presence on owned website properties, in close partnership with digital, brand marketing, and PR

Measure, analyze, report and optimize digital customer engagement performance and suggest solutions to improve the overall customer experience

Identify and surface consumer trends and opportunities

Stay on top of trends and best-in-class practices within social marketing and response, online chat and customer engagement, and the user-generated content space and determine how Tempur-Pedic can best apply them

Use customer & market research, customer and user feedback and competitive analysis to identify enhancement opportunities, innovate, reduce complexity and drive results

Help grow the volume and quality of the Tempur-Pedic user-generated content presence

Identify issues and opportunities and partner with digital platform, operations, and/or digital product management to diagnose and find solutions

Relish opportunities to pick up new activities that fall broadly in the purpose of this role

Perform other duties and special projects as needed

Qualification

Digital engagement toolsCustomer experience analysisSocial media managementContent marketingBrand ambassadorResearch skillsProject managementCommunication skills

Required

Full time availability, 40 hours a week with a flexible schedule including weekdays, weekends, holidays, and evening hours based on team scheduling needs and assignments

Ability to deliver a welcoming, engaging and thorough experience to Tempur Sealy shoppers

Experience in fielding incoming questions from customers and prospects via chat, social, SMS, 1:1 email or other digital communication tools

Subject matter expert for products available for research or purchase on one or more Tempur Sealy websites

Ability to serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more Tempur Sealy brands

Support efforts to improve overall brand sentiment in digital platforms and build brand loyalty

Quickly and efficiently identify customer outreach issues in need of escalation to Customer Service for triage and resolution

Apply a project management focus towards tracking, monitoring and evaluating the end-result customer experience from initial awareness to resolution

Amplify user-generated content from loyal advocates and encourage interaction between advocates and those considering brand products

Help facilitate the product review collection and presence with existing customers

Identify high-quality content derived from website, social and email customer interactions for use in website, social and content marketing channels

Share thoughtful insights with leadership, product, marketing, and technology teams regarding overall product, customer experience and service-related trends

Identify engagement opportunities and contribute towards maintaining and evolving the company's user-generated content presence on owned website properties