Digital Marketer/Customer Service

Job purpose:
• Promotion of products and services through a variety of digital channels using the internet and mobile technology by push and pull marketing, targeting niche audience both directly or indirectly.
• Develop Episode Interiors multi-channel communication strategies and work across several areas which include digital marketing, SEO optimization, social media and channel.

Roles and Responsibilities
• Plan and execute all digital marketing, including SEO/SEM, marketing database, email, and social media advertising campaigns
• Create value-adding, eye catching contents to attract our niche audience
• Use Canvas and other design tools to create graphics for niche audience
• Design, build and maintain our social media presence
• Measure and report performance of all digital marketing campaign, and access against goals (RO and KPIs)
• Identify trends and insight, and optimize spend and performance based on the insight
• Brainstorm new and creative growth strategies
• Utilize strong analytical ability to evaluate end-to=end customer experience across multiple channels and customer touch points
• Instrument conversion points and optimize user funnels
• Evaluate important metrics that affect our website traffic, service quotas and target audience
• Work with your team to brainstorm new and innovative growth strategies
• Generate monthly social media calendar on all channels and execute same
• Develop a distinct online presence by attracting high numbers of internet followers through social media channels
• Manage contact database and assist with lead generation activities
• Contributing to the annual sales and marketing plan.

Customer Service Functions
• Maintain a positive, emphatic and professional attitude towards customers at all times
• Respond promptly to all customer inquiries
• Communicate with customers through various channels in a very professional manner
• Understand our products inside and out so that you can answer questions
• Keep records of customers’ interactions, transactions, comments and complaints
• Communicate and coordinate with colleagues as necessary
• Ensure customer satisfaction and provide professional customer support for both walk in inline customers
• Greet, communicate with and welcome guests
• Answer all the customers’ questions and address their complaints
• Answer all incoming calls, redirect them when needed
• Receive letters, packages and send them to appropriate destination
• Resolve customer complaints via phone, email, mail or social media

Expected Skills and Competencies
• Excellent knowledge of MS Office (especially Excel and Word)
• Ability to use digital tools like Canvas, Photoshop, etc
• Ability to create and manage company website
*Knowledge of video and picture editing software such as Adobe
• Excellent interpersonal skills and team player
• Critical thinker and problem-solving skills
• Good time management skills
• Customer-oriented mindset
• Attention to details
• Ability to perform under pressure
• Strong client facing and communication skills
• Multi-tasking skills
• Customer service orientation
• Ability to stay when customers are stressed or upset
• Experience working with customer support

Expected Behavioral Competencies
• Target driven
• Resourcefulness
• Dependability
• Passion
• Integrity
• Promptness
• Accountability
• Image/brand representation of the company