Digital Experience Executive Grenade

• Manage day-to-day customer queries via Zendesk ensuring prompt responses and the creation of feedback loops.

• Continuously improve Zendesk triggered automations to streamline operations and enhance customer service efficiency.

• Support the quality control process for product feedback ensuringtimelycommunication with the quality control team.

• Assistin processing sample orders and offer support to internal teams ensuring smooth coordination across the business.

• Work closely with the E-Commerce Operations Manager CRM Manager and Digital Experience Lead to enhance customer loyalty and experience.

• Monitor and engage with customer reviews through platforms such asYotpoor Trustpilot responding to feedback and ensuring follow-up actions are taken.

• Handle customer returns and refunds ensuringtimelyprocessing and excellent customer service.

• Provide ongoing support to the wider eCommerce team as needed including input on campaign planning from a customer experience perspective.

• Offer support in eCommerce development and user journey optimisation to improve customer retention and overall site experience.

• Potential involvement in supportingInternationaleCommerce sites as the business expands.

• Assistwith digital paid campaign planning and execution ensuring that customer experience is a key consideration.

• Contribute to the development of eCommerce strategies focusing on how digital initiativesimpactthe customer journey.

• Work closely with the E-Commerce team on day-to-day site operations and tasks tomaintainoptimalcustomer experience.

What you will bring

• Previousexperience using Zendesk or similar digital chatbot platforms is essential. Experience with major review platforms such asYotpoFeefo or Trustpilot is highly desirable.

• Strong problem-solving abilities and an ability to adapt quickly in a fast-paced environment.

• Proven experience working within an eCommerce team or similar environment with a focus on customer service and digital support.

• A genuine interest in the sports nutrition industry and Grenades brand values is an advantage.

• Proficient in MS Office MS Excel and CRM platforms.

• Strong interpersonal skills with the ability to communicate effectively with both internal teams and customers.

• A proactive and driven approach to work with the ability to manage multiple tasks and priorities.

• Flexible approach to work with the ability to support the business across a variety of eCommerce initiatives and adapt to new challenges.