Customer Engagement Analyst

Responsibilities: 

• Lead the end-to-end onboarding process for designers, ensuring a smooth and welcoming experience.
• Serve as the primary point of contact for designers, addressing inquiries and resolving issues. 
  
• Monitor designer feedback and behavior to identify trends and recommend improvements. 
  
• Maintain accurate records of interaction, feedback, and resolutions. 
  
• Collaborate with internal teams to implement initiatives that enhances the designer journey. 
  
• Support the development of Periodic reporting across the operations function. 
  
• Provide insights to improve platform usability and engagement. 
  
• Provide accurate, valid and complete information by using the right methods/tools. 
  
• Make outbound prospecting communications to build and manage lead development pipeline via cold calling, networking, e-mail/e-marketing, and utilizing Internet information sources 
  
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution 
  
• Keep records of customer interactions, transactions, comments, and complaints. 
  
• Follow communication procedures, guidelines and policies 
  
• Process orders, forms, applications, and requests. 
  
• Ad hoc tasks and responsibilities

Requirements:

• Bachelor’s degree in communications, Business Administration, Marketing, or related field. 
• Minimum of 3+ years of experience in customer experience analysis or a related role.
• Strong analytical skills and proficiency in data analysis tools. 
• Excellent communication and presentation abilities.
• Empathetic and customer-focused mindset, with a passion for supporting creative communities. 
• Ability to work collaboratively in a team environment.
• Detail-oriented with a focus on continuous improvement.
• Knowledge of customer experience management principles and practices.
• Experience with customer feedback collection methods and tools is a plus. 
• Strong understanding of marketing principles, strategies, and tactics.
• Experience working with CRM tools, support platforms, or customer feedback systems.
• Comfortable working cross-functionally and collaborating with design, product, and marketing teams 
• Strong Interpersonal and communication skills 
• Excellent communication skills, both verbal and written.
• Familiarity with eCommerce platforms or marketplaces is a plus. 
• A genuine interest in fashion, design, or creative industries is an added advantage