DIGITAL EXPERIENCE EXECUTIVE

Job Title: DIGITAL EXPERIENCE EXECUTIVE
Reports to: HEAD OF ECOMMERCE
Location: BOURNVILLE, BIRMINGHAM/REMOTE WORKING
Function: ECOMMERCE
Job Type: PERMANENT

This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances. It does not form part of your contract of employment.

About Grenade

Grenade is a market leading international active nutrition and lifestyle brand, which has grown rapidly since its launch in 2010. Driven by its strong branding, distinctive products and highly innovative approach, Grenade has made an explosive impact in the FMCG Industry.

We are looking for an exceptional Digital Experience Executive who will play a key role in enhancing the customer experience across Grenade’s digital platforms, ensuring seamless support and driving key eCommerce metrics, including customer lifetime value, recruitment rates, and retention. This role will primarily focus on improving efficiency through tools like Zendesk and communication channels, while supporting the eCommerce team’s growth strategies. You will collaborate closely with the Head of eCommerce, E-Commerce Operations Manager, Digital Experience Lead, and the wider team to implement customer-centric initiatives that improve the overall digital experience.

Joining Grenade’s high-performing team, during this period of growth and brand expansion, promises to offer a unique and motivating working environment, with highly rewarding opportunities for both personal and professional development.

Key Responsibilities

  • Manage day-to-day customer queries via Zendesk, ensuring prompt responses and the creation of feedback loops.
  • Continuously improve Zendesk triggered automations to streamline operations and enhance customer service efficiency.
  • Support the quality control process for product feedback, ensuring timely communication with the quality control team.
  • Assist in processing sample orders and offer support to internal teams, ensuring smooth coordination across the business.
  • Work closely with the E-Commerce Operations Manager, CRM Manager, and Digital Experience Lead to enhance customer loyalty and experience.
  • Monitor and engage with customer reviews through platforms such as Yotpo or Trustpilot responding to feedback and ensuring follow-up actions are taken.
  • Handle customer returns and refunds, ensuring timely processing and excellent customer service.
  • Provide ongoing support to the wider eCommerce team as needed, including input on campaign planning from a customer experience perspective.
  • Offer support in eCommerce development and user journey optimisation to improve customer retention and overall site experience.
  • Potential involvement in supporting International eCommerce sites as the business expands.
  • Assist with digital paid campaign planning and execution, ensuring that customer experience is a key consideration.
  • Contribute to the development of eCommerce strategies, focusing on how digital initiatives impact the customer journey.
  • Work closely with the E-Commerce team on day-to-day site operations and tasks to maintain optimal customer experience.

     Person Specification

    • Previous experience using Zendesk or similar digital chatbot platforms is essential. Experience with major review platforms such as Yotpo, Feefo, or Trustpilot is highly desirable.
    • Strong problem-solving abilities and an ability to adapt quickly in a fast-paced environment.
    • Proven experience working within an eCommerce team or similar environment with a focus on customer service and digital support.
    • A genuine interest in the sports nutrition industry and Grenade’s brand values is an advantage.
    • Proficient in MS Office, MS Excel, and CRM platforms.
    • Strong interpersonal skills, with the ability to communicate effectively with both internal teams and customers.
    • A proactive and driven approach to work with the ability to manage multiple tasks and priorities.
    • Flexible approach to work, with the ability to support the business across a variety of eCommerce initiatives and adapt to new challenges.

              The Package

              • Incentive Plans
              • Flexible Working Approach
              • 25 days annual leave + bank holidays
              • Birthday Day off
              • Private Medical Insurance for you and your family
              • Life Assurance
              • Accident Protection
              • Contributory Pension Scheme
              • Enhanced Maternity and Paternity Pay
              • Huge Staff Discount on products
              • Recognition Awards
              • Study Support Programmes
              • Subsidised on site Nuffield Gym, Restaurant and Cafe
              • Free on-site parking
              • Employee Assistance and Well-Being Platforms
              • Entry to Cadbury World and discounts for friends and family

               

              APPLY HERE