Customer Experience & Community Coordinator

Boody is looking for a new Customer Experience & Community Coordinator!

This role serves as the ultimate champion for the Boody customer, acting as their representative internally to ensure customer facing communications, channels and touch points seek to maximise engagement, satisfaction education and influencing repeat purchase rates. This is a highly collaborative role, requiring an obsession with the “why” behind each Boody product. Partnering most closely with Product & Digital, this role will be a key stakeholder in crafting world class shopping journeys built on deep customer insights around who our products are for, and who they are not for. 

In order to truly understand the customer, this role will be fully immersed in, and have varying responsibility across organic social responses, updating product knowledge bases and self-service tools, live chat sales, Boody customer nights and community activations, while maintaining strategic ownership of the Boody Community group hosted on meta. Ultimately this role is for someone passionate about delivering “unreasonable hospitality”, making our customer feel heard as we solve their discomfort, and through interactions (digital and IRL) seeking to nurture engagement and loyalty across the globe. As this role offers exposure to all parts of the business, Product, Brand, Marketing and Digital, and most importantly our customer, it’s an incredible career turbo-charge opportunity for someone seeking a meaningful career in Direct to Consumer retailing. 

What is this role all about?

Customer Experience

• Be a passionate and enthusiastic brand representative in every interaction; communicating in line with Boody’s tone of voice and treating each conversation as a chance to create a lifelong customer.
• Constantly seek customer feedback, from any channel or interaction (digital or IRL), distilling it into actionable insights or website improvements recommendations that ultimately make it easier for customers to find the right products.
• Actively contribute to key product meetings that are focused on product design and innovation, stitching together real customer feedback where it can contribute to product improvements.
• Drive engagement and sales through live chat, using your product knowledge to guide customers to the right purchase.
• Proactively solution customer friction points triggered by promotions, product launches, stock-outs, marketing communications or shipping and returns options.
• Respond to global customer queries through our helpdesk system in a timely, proactive manner, ensuring strong CX data integrity across all key platforms.
• Support the automation and day-to-day management of returns and exchanges and the moderation of product/service reviews, feeding relevant product feedback to internal teams.

Social & Community Engagement

• Build and grow the Boody Community Group; predominantly via social channels, and in real life at retail activations, brand moments, and B2B events.
• Collaborative in the planning and capture of content to drive engagement across all owned channels, asserting you as a Boody product expert to our community
• Keep on top of social media trends and competitor activity to proactively recommend new ways to engage our community.
• Own day-to-day engagement across all Boody social channels (comments, DMs, mentions, and tags) in a proactive, on-brand manner, using your product knowledge to meet questions and concerns with confidence.
• Work closely with the Social Media and Digital Marketing teams to keep community activity aligned with wider brand and marketing goals.

Product Knowledge, Education & On-Site Experience

• Leverage a variety of key data such as Returns reasons, NPS and post purchase survey to improve product education content on site (sizing guidance, fit notes, care instructions, FAQs), working with Digital/eCommerce to keep our Product Detail Page education world class – “Purchase Focus”.
• Partner with the Digital/eCommerce team on improving the on-site shopping experience, bringing a customer-education lens to navigation, PDP layout, content, and self-service tools to make it as easy as possible for customers to find the right products – “Discovery Focus”
• Build a deep product knowledge and apply it consistently across social, live chat, and on-site content.
• Support the accuracy and quality of AI knowledge/chat responses on-site, and feed recurring questions and objections into Hero Cheat Sheets, the CX Playbook, and the AI knowledge base to keep education consistent everywhere.

We’re looking for:

• 2+ years experience in a customer experience role, ideally in a customer focused eCommerce business.
• A passion for interacting with people, asking them questions, and learning about what’s really important to them in order to learn what they need from the layer closest to their skin
• A passion for Social Media, influencers and trends.
• An ability to balance the Art and the Science in decision making, using both subjective gut feel intuition and commercial data sets to form an opinion and a path forward
• A high and almost obsessive attention to detail, confident working independently and as part of a team to problem solve creatively and proactively.
• Confidence engaging in brand and community events, with the ability to represent a brand in an engaging way, including at times being in front of camera
• Ability to work in a fast-paced environment and collaborate with various departments and stakeholders.
• Excellent written and verbal communication skills.
• Highly collaborative with the ability to work cross-functionally with multiple teams.

Why choose Boody?

Join the team to drive our vision of setting a new standard for how great products feel and how great brands behave. At Boody, you can expect:

• A great office location on Crown Street, Surry Hills.
• The opportunity to do meaningful, purpose-driven work for a B-Corp organisation.
• The opportunity to grow your career with an awesome group of people.
• A generous product allowance and team discount program (never be short on undies again!).
• Hybrid WFH/WFO schedule.

Does this sound like your next role? We can’t wait to receive your application!