Hybrid schedule at NYC office (2 days at office, 3 days remote)

Profile Required
- 5 years of experience in-store and/or online customer experience
- 3 years of experience learning content creation (digital and physical)
- Project Management experience
- Strong communication and organization skills
- Self-motivated to take initiative to lead projects and work collaboratively
- Ability to be flexible in an evolving environment

Profile Preferred
- Retail/customer facing experience preferred
- Learning development and facilitation experience preferred
- Writing experience preferred
- Creative thinker and a natural problem solver

Job Description
Customer Experience Expertise
- Deep understanding of customer experience – what drives customer behavior, what makes a good experience in-store and online, what connects a customer to the brand, how employees can create a positive, memorable experience when connecting with the customer
- Understanding of in-store and online services that drive customer satisfaction and retention
- Knowledge of learning design and upskilling a community

Global Market Collaboration
- Follow up with markets and gain feedback on global service education package rollouts
- Facilitate cross-team collaboration with internal teams – including marketing, social, communications, digital, beauty tech
Educational Content Creation
- Experience with developing, writing and producing educational content that includes, but not limited to, product education, customer experience education and digital training/upskilling
- Comfortable developing global education content (videos, testimonials, etc.) – sharing product knowledge, demonstrating how a product is used, etc.
- Staying on top of customer experience and service trends of what is driving customer behavior on social channels and in-store environments

Reporting
- Maintain and follow up on service KPI performance for each market