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Golden Hippo Customer Experience Specialist in Glendale, California

Who We Are:Golden Hippo is an employee-owned, vertically-integrated, highly profitable direct-to-consumer marketer of health, beauty, and pet care brands that collectively generate $1 billion of revenue annually. Our employees are passionate about our mission to create best-in-class products across broadly appealing categories — to help people live their healthiest, happiest lives.

Our A-players are results-driven creative thinkers who like to move fast, get the job done, and have fun doing it. If you love to roll up your sleeves, take on exciting new challenges every day, and drive massive growth, we want to hear from you!

Why Golden Hippo:Here at Golden Hippo, we work to develop best-in-class products, revolutionary marketing campaigns, and glowing customer experiences. We pride ourselves on our award-winning culture and incredibly diverse workforce. We intentionally strive to cultivate, create, and celebrate a rich, vibrant and inclusive culture of belonging where our employees feel respected and empowered. We also offer:

  • Award-winning culture… Winner of Comparably's Award for Best Company in Los Angeles 2021, Best Teams - Marketing 2021, Best Company - Leadership 2020, and more! Click here to view more. (https://www.comparably.com/companies/golden-hippo)

  • Competitive salary & bonus opportunities

  • Flexible, remote work arrangements available for most positions

  • Highly valuable employee stock ownership plan (ESOP)

  • Employer-paid benefits (medical, dental, vision, life, parental leave, and more)

  • Generous matching 401K plan

  • UNLIMITED room for growth and results-based pay increases

  • Highly interactive, challenging work with a talented, diverse, passionate team

  • Ongoing learning and development opportunities such as manager and employee development classes, Tuition Assistance Program, book club, film club, webinars, mentorship program, Hippo Talks, and much more

  • Casual, "no dress code" atmosphere

  • In-office gym & fitness classes, fully-stocked kitchen, plus regular yoga, meditation breaks, happy hours, and events

The role:

Golden Hippo is currently looking for a Customer Experience Specialist who will be responsible for testing, developing, and implementing an optimized customer journey and experience in order to measurably improve customer satisfaction, retention, and lifetime value while reducing churn

What Your Day-to-Day Will Look Like:

  • Optimize the customer’s journey and identify opportunities to improve customer loyalty & engagement

  • Develop & implement strategy to improve customer retention & lifetime value, including subscription retention; drive A/B testing and outcome tracking on all such initiatives

  • Research and analyze customer behaviors; translate findings to actions that drive business goals

  • Continuously & proactively guide customer care team to strategically address brand-specific areas of opportunity & create an excellent customer experience across all touchpoints

  • Continuously monitor customer feedback & overall brand reputation online, including third-party review sites & social media, effectively resolving issues & escalations as they arise

  • Develop and implement measurement plan for relevant KPIs to evaluate improvements in customer experience & retention

  • Act as internal expert on customer needs & industry trends to inform strategic & tactical decision-making across the business

The Best Candidates Will Have:

  • 4+ years customer relationship management

  • Bachelor's Degree preferred

  • Experience managing direct response brands is a plus

  • In-depth experience applying customer retention best practices, including post-purchase journey mapping and measurement/analysis of related KPIs

  • Demonstrated experience developing, testing, implementing, and analyzing customer experience improvement tactics within a complex & rapidly-evolving business environment

  • Strong applied research & analysis skills; ability to think holistically to influence business decisions

  • Ability to navigate conflicting priorities with speed & agility; interface with stakeholders at all levels to drive business goals forward

    Equal Employment OpportunityGolden Hippo strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

    Hiring PracticesThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Golden Hippo recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Golden Hippo may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

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