Customer Experience Coordinator

| Culver City
The Role:
We’re building out the Customer Experience team and looking for a motivated, Customer-first enthusiast! The Customer Experience Coordinator will report to the Sr. Director of Customer Experience, playing a fundamental role in making our vision of an 11-star experience come to life. This is for someone who wants to enhance their skills in creative thinking, project management, and operational processes.
This role will be instrumental in directly supporting and enhancing the Customer Experience with the goal of increasing retention, lifetime value, NPS and Customer satisfaction...as well as making our Customers day better!

What You'll Do:

  • Manage the Customer Communication Calendar by helping to create engaging content and coordinating the execution of email sends
  • Support the creation and implementation of Customer surveys
  • Establish a monthly data review process of Customer communication programs
  • Implement improvements to optimize Customer engagement based on metrics discoveries
  • Participate in the roll out of new products directly related to enhancing the Customer Experience
  • Collaborate with the Member Success Team on providing Customer “Wow Moments” to provide value and increase overall retention
  • Work with Tech and Finance on ecommerce ordering process for coffee and bottle service products
  • Support the Customer Success department with performing routine operational tasks and maintaining the health of our help desk platform
  • Recommend improvements for existing processes and coordinate with the necessary resources to make it happen
  • Additional coordination of Customer Experience initiatives as needed

Who You Are:

  • Bachelor’s Degree
  • 1-3 years of Customer facing experience
  • CPG industry experience a plus/bonus
  • Deep organizational skills and attention to detail with understanding of project management principles and processes
  • Strong interpersonal skills, an enthusiastic attitude, and the ability to thrive in a collaborative environment with cross-functional teams
  • Radical candor: You care deeply, challenge directly, and thrive in an environment where feedback is received with gratitude. You understand that communicating where we’ve done well and where we can improve, both to your team and leadership, is an absolute necessity for our growth and future success.
  • Project management: You can easily manage various different projects and campaigns while staying on-track with deliverables and communications
  • Catalyst for change: You share that same electric energy and drive to disrupt the conventional ways of how a brand comes to market and connects with their future customers and thrive in a changing environment
  • Ability to pivot with ease when projects and priorities change
  • Plan decisions and practice good judgement
  • Solid understanding of software programs or the enthusiasm to learn
  • Ability to anticipate and provide information before being asked, and proactively make suggestions
  • The enthusiasm to dive in and learn

Nice-to-haves:

  • Experience with Zendesk, Salesforce or similar systems

Perks & Benefits

  • Employee Stock Options
  • Paid Time Off
  • Company Subsidized Medical, Dental, Vision Plan
  • Life Insurance, 401k, Flexible Spending Accounts, Commuter Benefits & More
  • Catered Lunches & Well-stocked Kitchens
  • Yoga & Wellness Activities
  • Happy Hours
  • Company Retreats
  • Dog Friendly

About SnackNation:
We exist to inspire more conscious food decisions by connecting healthier brands with engaged consumers through a smart marketplace. At SnackNation, we care about making a positive impact on the world, starting with our wellness-minded culture and values. And we’re growing! In fact, SnackNation was just ranked #24 on Inc. 5000’s list of fastest-growing US companies of 2018, and #2 in the Food & Beverage category.
We look for people who aren't afraid to be themselves. Because that's our vibe. Whether it's health or sales goals, our mantra is Better Every Day. We even offer meditation, yoga and bootcamp during work hours, not after. Plus, we've got the accolades to back it up: We’re Great Places To Work Certified and named one of Entrepreneur’s Top Company Cultures!
If you're a wellness-loving professional who wants to make an impact, take on a lot of responsibility and be a part of our driven company culture, join us. We promise to help you find your better you, all while being surrounded by good people looking to do amazing work in our booming CPG space.

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Technology we use

  • Engineering
    • PythonLanguages
    • RubyLanguages
    • Node.jsFrameworks

Location

SnackNation is situated conveniently in the middle of the trendy Hayden Tract, near the metro line stop and minutes from downtown Culver City.

An Insider's view of SNACKNATION

What’s the vibe like in the office?

The office vibe is high energy and collaborative; It is a really hard-working group of people who love to support each other. When someone gets to their goal, they hit the gong and the whole office cheers for them. We also find time to enjoy the perks in the office - unwinding in the meditation room or participating in our snack tasting panel.

Annie

Account Executive

How has your career grown since starting at the company?

Since joining this company, I've been immersed in the complex, thrilling, and ever-changing world of eCommerce. The B2C arm of our company is small, mighty, and growing rapidly. It's fun being along for the ride, and invaluable. I'm now sure I'll devote my career to eCommerce, and my career path was illuminated by my experience here at SnackNation.

Ari

eCommerce Manager

How has your career grown since starting at the company?

Most importantly, SnackNation has taught me that career growth goes hand in hand with personal growth. Since working here, I've changed my eating habits, sleeping schedule, improved the way I manage my finances and pushed my physical limits to the next level by doing a few 100 mile bike rides. All with the help and willingness from my coworkers.

Byron

Senior Account Executive

What are SNACKNATION Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
SnackNation's team fitness initiatives include In-office yoga and weekly in-office fitness classes.
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Video Games and a large area for workouts.
Some Meals Provided
Happy Hours
Happy hours, in office, are hosted Once per week along with out of-office Happy hours once a quarter.
Parking
We offer employees Free on-site garage parking.
Pet Friendly
SnackNation is dog friendly daily.
Recreational Clubs
Professional Development Benefits
Lunch and learns
SnackNation hosts L+Ls on a monthly basis, from professional development to personal hobbies & interests.
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

From in-office yoga to snack tastings to walking your neighbor's pup around the block, we offer plenty of ways to take a break during the work day. One of our core values is 'Health Above All Else' and we do our very best to support physical, mental & spiritual health for our team with an array of benefits.

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