Job title: Marketing & Customer Experience Coordinator
Type of employment: Full-time
Shift Schedule: Requires a 3-4 hour daily overlap with operating hours (8:30 AM - 5:00 PM Central Time).
Weekly Meeting: Must be available every other Tuesday at 12:30 PM Central Time for team meetings.
High-level summary
Support the company as a Marketing & Customer Experience Coordinator, owning two critical areas:
- Setting up email marketing flows and segmentation; Klaviyo experience is highly desirable.
- Social media publishing + community management to protect brand consistency.
This role is best for someone detail-oriented, proactive, and confident in communicating with customers in a warm, professional tone.
About the Company:
A consumer brand focused on curls and textured-hair customers, building community and trust through strong customer experience and consistent marketing execution. The brand prioritizes high-quality communication, organized systems, and reliable day-to-day execution across email/SMS, social, and customer messaging.
Company core values:
- Warm, customer-first communication
- Consistency and reliability
- Attention to detail and high-quality execution
- Proactive ownership and follow-through
- Community-driven brand building
Objective of this role:
- Increase revenue and retention by improving the structure and performance of Klaviyo email/SMS systems (flows, segmentation, and execution)
- Maintain organized, accurate audience segments to enable targeted marketing
- Deliver a high-quality customer experience through fast, warm, solution-oriented responses
- Ensure consistent content publishing and daily engagement to strengthen community and brand presence
Responsibilities:
Klaviyo (Email + SMS) Management
- Build, manage, and optimize Klaviyo systems using provided content
- Set up and maintain flows, segmentation, and basic automation execution
- Organize and maintain high-performing audience segments for targeted marketing and retention
- Monitor performance and identify opportunities to improve results (segmentation quality, flow effectiveness, deliverability basics)
Customer Experience (Shopify Inbox)
- Serve as first-line support for customer inquiries through Shopify Inbox (or similar tools)
- Respond quickly with a warm, professional, and solution-focused tone
- Escalate complex issues when needed while keeping communication clear and organized
Social Media Publishing + Community Management
- Schedule and publish content accurately using provided assets/captions
- Ensure posting consistency across Instagram and TikTok (and other channels as assigned)
- Engage daily with the community: reply to comments/messages and foster positive interactions
- Track recurring questions/feedback and share insights to improve marketing and CX
Required skills and qualifications:
- Strong attention to detail and ability to execute tasks accurately without rework
- Excellent written communication with a warm, professional tone
- Strong time management and ability to work efficiently without supervision
- Organized, systems-minded approach to workflows, schedules, and task tracking
- Proactive mindset: follows directions well and takes initiative when gaps are noticed
Hands-on experience with:
- Klaviyo (flows, segmentation, basic automation setup)
- Social scheduling tools (Later, Planoly, Meta Business Suite, etc.)
- Shopify Inbox or similar customer messaging tools
- Basic Instagram, Facebook, TikTok and YouTube posting + engagement
- Reliable computer and strong internet connection; comfortable working with digital tools daily
Preferred skills and qualifications
- Nice to have: experience with monday.com, Notion, and Shopify.
- Strong segmentation and analytics ability in Klaviyo (able to interpret performance and adjust strategy)
- Experience supporting eCommerce brands (beauty, personal care, lifestyle, or community-led brands)
- Familiarity with customer support best practices (response templates, tagging, escalation rules, FAQs)
- Experience working in a structured content calendar workflow and maintaining posting consistency
- Ability to identify patterns in customer feedback and convert them into actionable improvements
