Customer Experience Coordinator, eCommerce

Job Purpose:

The Customer Experience (CEX) Coordinator provides support to the Account Lead, by executing digital marketing services & technology products within their designated pod. CEX Coordinators and CEX Managers work side-by-side to provide a high level of service to our clients with the goal of delivering superior customer service, analysis and recommendations to provide a clear Book Direct strategy.

Responsibilities:

Essential Functions:

Accountability

• Take ownership of monthly or ongoing recurring tasks to properly execute & maintain client’s budgeted initiatives, specific to Website, SEO, SEM, Display, Paid Social, etc.
• Draft monthly Digital Marketing Reports and Presentations to clearly relay Key Performance Indicators, analysis and recommendations. Including but not limited to reporting, formatting, data entry, and coordinating with collaborators and SME’s for their responsibilities
• Ensure all calls have been scheduled and participants have accepted the invite
• Maintain professional & timely communication internally and externally. Emails should be responded to within 24 hours (1 business day), at least confirming receipt of the request or question if additional follow-up is required.

Excellence

• Support Account Manager in any tasks or requests that may come up
• Ensure all deliverables are accurate and provided on time both internally and to client
• Build and maintain ongoing business relationships and develop methods of customer success management that allow for continuous improvement in customer satisfaction 
• Acts flexibly and responsibly to meet customer requirements
• Become Google AdWords Certified within first six months of starting

Collaboration

• Recording all notes in both internal and client meetings, organizing notes and communicating with teams to ensure everyone is aware of their respective action items
• Work with certain day to day client contacts on their immediate needs.
• Manage projects involving clients and various internal Cendyn departments 

Innovation

• Build Knowledge base including keeping current with industry trends in the hotel marketing industry
• Identify opportunities for ongoing learning and improvements to ensure full satisfaction by each customer 

Humanity

• Identify and maximize opportunities to build long term relationships that are mutually beneficial

Non-Essential Functions:

1. Make high impact presentations to influence customer actions
2. Use Salesforce, Zendesk, and other Digital Marketing products to communicate and track customer interactions 

Requirements:

Required Education and Experience:

• Degree from an accredited college or university, or equivalent experience
• Basic knowledge of digital marketing and advertising channels, including: Websites, Display Advertising, Search Engine Marketing (SEM), Search Engine Optimization (SEO), Social Media and Mobile Marketing
• Strong communication and presentation skills
• 1+ years of experience in Account management
• 1+ years of experience in Digital Marketing/Websites
• Additional experience in these areas is a plus.
  • 1+ years of experience in Hotel Operations or equivalent experience

Competencies:

• Strong time management skills
• Self-motivated, goal oriented, and able to work in a team environment.
• Planning and Organizational Skills –Excellent organizational, planning, and proven ability to manage multiple priorities.
• Decision Making – Excellent decision making and problem-solving skills.
• Strong analytical, problem solving, and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions.
• Strong overall business and people skills, including planning, presentation skills and business acumen.
• Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis.
• Office Tools – Experience in Microsoft Windows-based office tools including presentation software, database software and desktop applications. Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
• Innovation – Ability to initiate creative thinking to accomplish continuous improvement and evolution of the department.
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.

Work Environment:

This job operates in a home office or office environment. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled heat/AC setting.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5:30 p.m and subject to changes by Manager’s communication and may have to accommodate client schedules in different international time zones.

Travel:

This position could require up to 5% travel

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.