Digital Consumer Experience & Engagement Associate

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.

Tempur Sealy is committed to improving the sleep of more people every night all around the world. As a leading designer manufacturer distributor and retailer of bedding products worldwide we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best nights sleep. No matter what stage of your career you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS INCLUDING:

• Generous Paid Time Off
• Competitive Medical Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $41000-$59000

The Digital Consumer Engagement teambrings a marketing and personalized focus to the digital customer interactions that occur on our websites social media reviews user generated content and the more traditional proactive customer outreach channels like email and mail.

Our DCE Associates represent Tempur Sealy brands across digital and traditional mediums including on company-owned websites (via chat SMS/messaging and other digital engagement tools) social media channels and through personalized outbound customer communication methods (email handwritten note etc.).

The DCE Associate will help QA author and evolve our customer self-service and brand ambassador content needs across platforms leveraging feedback learnings and observations derived from daily interactions with our digital presence and customer engagements across those mediumsfor example: do we have the right FAQs; are there new FAQs needed; is product information accurate; is this customer video useful on the website or elsewhere; lets use this customer review to highlight this product; and more!

The DCE Associate also participates in a professional development rotation by shadowing and assisting other functions within the organization including: eCommerce Digital Marketing Site Experience and Creative and Operations.

What Youll Do (Essential Duties and Responsibilities):

• The role is full time 40 hours a week and requires a flexible schedule including weekdays the weekend holidays and evening hours based on team scheduling needs and assignments.
• 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 companys 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 companys 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 opportunitiesinnovate 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 broadlyin the purpose of this role.
• Perform other duties and special projects as needed.

What Youll Need (Qualifications):

• BS/BA Degree in related field (marketing business communications etc.) preferred.
• Relevant experience is a plus but not required.
• Experience with social media websites and content (i.e. Facebook Instagram Twitter Yahoo Answers YouTube etc.)
• Experience engaging with Brands and shopping experiences online via their respective websites chat social media presence.

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Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Required Experience:

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