Consumer Affairs Analyst for a popular e-commerce retailer

Kate Pletcher; [email protected]

Our client is a well-known and fast-growing fashion e-tailer. They are seeking a Consumer Affairs Analyst to monitor, report on, and address the brand’s reputation and interact with institutions like the BBB.

Responsibilities: - Maintain a positive relationship with the Better Business Bureau and other consumer platforms (i.e. FCC, FTC, Attorney General, Yelp, Yotpo,) by calling, emailing, or mailing written correspondence to customers directly, and in response to public consumer forums - Gather, analyze, and report on consumer data and behavioral trends while supporting cross-functional teams with strategies and tactics for improvement - Identify customer pain points and provide solutions for implementing improvements across all departments - Work closely with cross functional managers, supervisors, and individual agents in an effort to prevent escalated issues from reoccurring - Conduct extensive customer research and maintain detailed records and documentation for all cases worked - Respond to Executive complaints/correspondence from customers on behalf of the Executive team - Send proposals on process improvements, and training gaps in order to enhance company operation efforts, and departmental goals - Respond to Detractors on CSAT Surveys - Regular reporting on departmental goals, status on social media, and BBB rating - Perform additional duties as required

Requirements: - Bachelor's degree, required - 3-5 years of experience analyzing consumer data - 3-5 years of customer escalations experience preferably in Customer Retention, Customer Advocacy, or Customer Loyalty - Strong interpersonal and negotiation skills - Flexible thinker with the ability to make sound independent decisions - Ability to work in a fast-paced, multi-tasking environment - Comfort in Microsoft Word and PowerPoint, guru-level in Excel - Familiarity with Zendesk Support preferred, but not required


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