Digital Experience Executive - Grenade

Job Description

Job Description

Grenade is an international active nutrition and lifestyle brand, which has grown rapidly since its launch in 2010. Driven by its strong branding, distinctive products, and highly innovative approach, Grenade has made an explosive impact in the FMCG Industry.

We are looking for an exceptional Digital Experience Executive who will play a key role in enhancing the customer experience across Grenade’s digital platforms, ensuring seamless support and driving key eCommerce metrics, including customer lifetime value, recruitment rates, and retention. This role will primarily focus on improving efficiency through tools like Zendesk and communication channels, while supporting the eCommerce team’s growth strategies. You will collaborate closely with the Head of eCommerce, E-Commerce Operations Manager, Digital Experience Lead, and the wider team to implement customer-centric initiatives that improve the overall digital experience.

Joining Grenade’s high-performing team, during this period of growth and brand expansion, promises to offer a unique and motivating working environment, with highly rewarding opportunities for personal and professional development.

How you will contribute?

• Manage day-to-day customer queries via Zendesk, ensuring prompt responses and the creation of feedback loops.

• Continuously improve Zendesk triggered automations to streamline operations and enhance customer service efficiency.

• Support the quality control process for product feedback, ensuring timely communication with the quality control team.

• Assist in processing sample orders and offer support to internal teams, ensuring smooth coordination across the business.

• Work closely with the E-Commerce Operations Manager, CRM Manager, and Digital Experience Lead to enhance customer loyalty and experience.

• Monitor and engage with customer reviews through platforms such as Yotpo or Trustpilot responding to feedback and ensuring follow-up actions are taken.

• Handle customer returns and refunds, ensuring timely processing and excellent customer service.

• Provide ongoing support to the wider eCommerce team as needed, including input on campaign planning from a customer experience perspective.

• Offer support in eCommerce development and user journey optimisation to improve customer retention and overall site experience.

• Potential involvement in supporting International eCommerce sites as the business expands.

• Assist with digital paid campaign planning and execution, ensuring that customer experience is a key consideration.

• Contribute to the development of eCommerce strategies, focusing on how digital initiatives impact the customer journey.

• Work closely with the E-Commerce team on day-to-day site operations and tasks to maintain optimal customer experience.

What you will bring

• Previous experience using Zendesk or similar digital chatbot platforms is essential. Experience with major review platforms such as Yotpo, Feefo, or Trustpilot is highly desirable.

• Strong problem-solving abilities and an ability to adapt quickly in a fast-paced environment.

• Proven experience working within an eCommerce team or similar environment with a focus on customer service and digital support.

• A genuine interest in the sports nutrition industry and Grenade’s brand values is an advantage.

• Proficient in MS Office, MS Excel, and CRM platforms.

• Strong interpersonal skills, with the ability to communicate effectively with both internal teams and customers.

• A proactive and driven approach to work with the ability to manage multiple tasks and priorities.

• Flexible approach to work, with the ability to support the business across a variety of eCommerce initiatives and adapt to new challenges.

Relocation Support Available?

Business Unit Summary

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our succes

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

IF YOU REQUIRE SUPPORT TO COMPLETE YOUR APPLICATION OR DURING THE INTERVIEW PROCESS, PLEASE CONTACT THE RECRUITER

Job Type

Regular

Customer Support

Administration Services