The Lifecycle Specialist serves as the vital link between our Customer Success and Marketing teams. This role is responsible for identifying and communicating customer issues, providing necessary training, and implementing initiatives that drive customer satisfaction and loyalty. The ideal candidate is passionate about crafting exceptional customer experiences, turning leads into loyal, repeat buyers, and continuously fine-tuning strategies based on data analysis.
Key Responsibilities:
Journey Mapping: Use customer journey mapping tools to visualize and improve the steps customers take when interacting with our brands.
CX Systems Analysis: Review and pull insights from CX systems' analytics and data to inform decision-making and strategy.
Proactive Implementation: Implement changes that anticipate and address customer questions, needs, and complaints.
Customer Segmentation: Segment customers and audiences into meaningful groups to tailor experiences effectively.
Team Leadership: Lead and support customer support teams, ensuring they are motivated and aligned with our customer-centric values.
Customer Satisfaction: Identify opportunities to enhance the customer experience and implement initiatives to deliver exceptional service consistently.
Liaison: Serve as the primary connection between the Customer Success and Marketing teams, ensuring clear and efficient communication of customer issues.
Training & Development: Provide training to Customer Success agents to ensure they consistently uphold our company's values, personality, and standards.
Performance Monitoring: Regularly monitor and analyze Customer Success agent performance, conducting 1:1 meetings and reporting trends and feedback.
Complaint Resolution: Ensure the prompt resolution of customer complaints, particularly those with reviews of 3 stars or less, including Okendo, to improve overall customer satisfaction.
SOP Management: Ensure all Standard Operating Procedures (SOPs) are up-to-date, accurate, and proofed by marketing team members, creating new SOPs as business needs evolve.
Customer Feedback: Analyze data from post-purchase surveys and NPS to identify and implement improvements in the customer experience.
Data-Driven Improvements: Use customer data to identify patterns of customer erosion and opportunities for reduction, reporting trends or patterns in customer drop-off.
Brand Understanding: Deeply understand the Four Leaf Rover and Dogs Naturally brands, including their messages and motivations.
What We're Looking For:
A proven passion for crafting exceptional customer experiences, with a track record to match.
Expertise in turning leads into loyal, repeat buyers.
Strong analytical skills, with a commitment to perpetual improvement through data analysis.
About Us:
At Four Leaf Rover, we're dedicated to delivering exceptional experiences to our customers. Our brands, Four Leaf Rover and Dogs Naturally, are built on a foundation of trust, quality and customer-centric values. We're looking for a passionate and driven Customer Experience Specialist to join our team and play a crucial role in enhancing our customer journey.
Why Join Us?
Be a part of a company that values customer satisfaction above all.
Work in a collaborative and supportive environment where your insights and initiatives drive real change.
Opportunities for professional growth and learning within a fast-paced, dynamic industry.