Marketing & Customer Experience Coordinator

Job title: Marketing & Customer Experience Coordinator

Type of employment: Full-time

Shift Schedule: Requires a 3-4 hour daily overlap with operating hours (8:30 AM - 5:00 PM Central Time).

Weekly Meeting: Must be available every other Tuesday at 12:30 PM Central Time for team meetings.

High level summary

Support the company as a Marketing & Customer Experience Coordinator, owning two critical areas:

• Setting up email marketing flows and segmentation; Klaviyo experience is highly desirable.
• Social media publishing + community management to protect brand consistency.

This role is best for someone who is detail-oriented, proactive, and confident in communicating with customers in a warm, professional tone.

About the Company:

A consumer brand focused on curls and textured-hair customers, building community and trust through strong customer experience and consistent marketing execution. The brand prioritizes high-quality communication, organized systems, and reliable day-to-day execution across email/SMS, social, and customer messaging.

Company core values:

• Warm, customer-first communication
• Consistency and reliability
• Attention to detail and high-quality execution
• Proactive ownership and follow-through
• Community-driven brand building

Objective of this role:

• Increase revenue and retention by improving the structure and performance of Klaviyo email/SMS systems (flows, segmentation, and execution)
• Maintain organized, accurate audience segments to enable targeted marketing
• Deliver a high-quality customer experience through fast, warm, solution-oriented responses
• Ensure consistent content publishing and daily engagement to strengthen community and brand presence

Responsibilities:

Klaviyo (Email + SMS) Management

• Build, manage, and optimize Klaviyo systems using provided content
• Set up and maintain flows, segmentation, and basic automation execution
• Organize and maintain high-performing audience segments for targeted marketing and retention
• Monitor performance and identify opportunities to improve results (segmentation quality, flow effectiveness, deliverability basics)

Customer Experience (Shopify Inbox)

• Serve as first-line support for customer inquiries through Shopify Inbox (or similar tools)
• Respond quickly with a warm, professional, and solution-focused tone
• Escalate complex issues when needed while keeping communication clear and organized

Social Media Publishing + Community Management

• Schedule and publish content accurately using provided assets/captions
• Ensure posting consistency across Instagram and TikTok (and other channels as assigned)
• Engage daily with the community: reply to comments/messages and foster positive interactions
• Track recurring questions/feedback and share insights to improve marketing and CX

Required skills and qualifications:

• Strong attention to detail and ability to execute tasks accurately without rework
• Excellent written communication with a warm, professional tone
• Strong time management and ability to work efficiently without supervision
• Organized, systems-minded approach to workflows, schedules, and task tracking
• Proactive mindset: follows direction well and takes initiative when gaps are noticed

Hands-on experience with:

• Klaviyo (flows, segmentation, basic automation setup)
• Social scheduling tools (Later, Planoly, Meta Business Suite, etc.)
• Shopify Inbox or similar customer messaging tools
• Basic Instagram, Facebook, TikTok and YouTube posting + engagement
• Reliable computer and strong internet connection; comfortable working in digital tools daily

Preferred skills and qualifications

• Nice to have: experience with monday.com, notion and shopify.
• Strong segmentation and analytics ability in Klaviyo (able to interpret performance and adjust strategy)
• Experience supporting eCommerce brands (beauty, personal care, lifestyle, or community-led brands)
• Familiarity with customer support best practices (response templates, tagging, escalation rules, FAQs)
• Experience working in a structured content calendar workflow and maintaining posting consistency
• Ability to identify patterns in customer feedback and convert them into actionable improvements