WHO WE ARE, WHY WE EXIST, & HOW WE OPERATE
Goorin ® has been an American sportswear brand since 1895. We created our unique take on EveryDay Wear™. We expertly created hats and caps designed to celebrate individuality that millions of customers around the world, outstanding in their fields, wear as part of their personal self-expression. Built to last, Goorin’s high/low brand and creative recipe mixes constant experimentation, fresh innovation, elevated quality touched by hand, and obsessive creativity-always starting with something ordinary and common, giving it something extra to make something unexpected and uncommon. We believe that everyone is mildly remarkable, that life is meant to be more fun, less serious for maximum pleasure. We push the limits with our version of EveryDay Wear™ to create more euphoria which can have massive appeal. When you see our castle, a mark of confidence, you know it’s a Goorin.
WHAT YOU WILL BE DOING
We are looking for a passionate and customer-obsessed Customer Experience & Brand Engagement Specialist to join our growing team. This is a key junior-level role that blends customer service with innovative brand initiatives to help drive revenue and loyalty. You will be responsible for engaging directly with customers through 1:1 email communication, answering customer questions, and supporting loyalty programs. Additionally, you will spearhead exciting projects like uniform programs, GovX, and college ambassador programs to expand our brand reach. The ideal candidate will have a deep passion for delivering exceptional customer experiences, while proactively seeking new ways to acquire and engage customers.
WHAT YOU WILL BE RESPONSIBLE FOR
· Customer Engagement & Support: Serve as the primary point of contact for customer inquiries, providing timely, personalized responses via email and other communication channels to ensure a high level of customer satisfaction.
· Revenue-Driving Programs: Assist in the development and execution of revenue-generating initiatives such as uniform programs, GovX partnerships, and college ambassador programs. Identify opportunities to grow these programs and expand our customer base.
· Loyalty Program Support: Support and help optimize our customer loyalty programs by identifying ways to enhance customer experiences and drive repeat business.
· Outreach: Send personalized email communications to customers, including follow-ups on inquiries, special offers, and loyalty program outreach. Ensure each interaction reflects the brand's values and enhances customer retention.
· New Customer Acquisition: Identify and evaluate new channels, partnerships, and opportunities to engage and acquire customers. Proactively suggest creative ideas for customer engagement, including new platforms, communities, or event partnerships.
· Brand Advocacy Initiatives: Work closely with the marketing team to develop and execute ambassador programs, focusing on college students, influencers, and loyal customers. Build meaningful relationships with ambassadors to increase brand visibility and drive revenue.
· Customer Feedback & Insights: Gather customer feedback from various touchpoints to share with the marketing and product teams, helping to inform strategy and product development based on customer needs and preferences.
· Support Marketing Campaigns: Collaborate with the marketing team to ensure customer experience initiatives align with larger marketing campaigns and goals, enhancing the overall brand journey.
· Cross-Functional Collaboration: Work with the CRM, loyalty, and digital marketing teams to deliver a cohesive and delightful customer experience across all touchpoints.
· Track & Report Metrics: Track customer engagement, feedback, and acquisition efforts, providing regular reports and insights to the marketing team. Analyze the effectiveness of customer experience initiatives and suggest areas for improvement.
SKILLS & EXPERIENCE REQUIRED
· Bachelor's degree in Marketing, Communications, Business, or a related field.
· 1-2 years of experience in customer service, brand experience, or marketing roles.
· Passion for customer service, with an ability to communicate empathetically and effectively with customers.
· Strong organizational skills with the ability to manage multiple projects and initiatives simultaneously.
· Experience in email marketing or customer communication tools.
· Excellent written and verbal communication skills, with attention to detail.
· Self-motivated with a proactive approach to solving problems and suggesting new ideas.
· Familiarity with customer engagement platforms, CRM tools, and loyalty programs is a plus.
· A creative thinker with a strong passion for building customer relationships and identifying new ways to engage.
PAY Salary will be commensurate with experience and qualifications.
The preceding job description has been designed to indicate the general nature and level of work performed within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to the job.
Goorin Bros is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Goorin Bros will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Police Code, Article 49, and Administrative Code, Article 12.
