Mohawk Industries DIGITAL CONSUMER EXPERIENCE SPECIALIST in CALHOUN, Georgia
Are you Mohawk Material? We’re the biggest and the best flooring company in the world, and we are looking for the best Digital Marketing professionals to support our continued growth! At Mohawk there are always opportunities for high performing marketing professionals to excel! Are you the best? If so show us what you are made of and come build your career with us!
This position will serve as the Digital Consumer Experience Specialist for all Mohawk Flooring North America brands (residential, BMF, commercial and hospitality). This position will serve as the facilitator for all digital reputation management activities such as response documentation, technical translation, reporting, and inter-department collaboration for improved customer experiences
Serve as dedicated Bazaarvoice contact for Mohawk Flooring North America (MFNA) to align cross-functional priorities with product, customer service and marketing teams
Create, update and maintain response matrix for MFNA brands to be leveraged across all digital touchpoints, including brand websites, retailer websites, social media platforms, online forums, etc.
Serve as liaison between brand, digital marketing, customer care, consumer affairs, product and technical services to ensure all departments are aligned in strategy, messaging and execution for digital consumer engagement touchpoints
Support inbound analytics manager by providing data for inclusion in reputation management and digital listening reports
Manage agency partners involved in ratings & reviews, reputation management and digital customer care processes
Monitor digital listening reports daily to ensure healthy brand reputation and route imminent or potential consumer crises to appropriate internal contacts in a timely manner
Research and support implementation of new customer engagement touchpoints in the digital space (e.g., in-site chat functionality).
Well-versed in digital customer service best practices as well as writing for multiple mediums, brands and messaging
Excellent consumer interaction and communication skills
Bachelor’s degree in related marketing, public relations, English, or communications
3+ years digital experience with proficiency and proven success in digital customer service
Experience with BazaarVoice and Hubspot a plus, but not required
Ability to work effectively in a cross-functional team environment
Ability to manage and prioritize multiple projects and tasks simultaneously
Ability to craft and distribute pertinent reports and summaries to proper functional owners
Proficient in Excel, Word, and PowerPoint
Organization skills a must
Must constantly seek to refine and build internal digital customer engagement best practices and overall strategy for reputation management
Associates Supervised: 0
Normal office environment
Mohawk Industries is the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Pergo, Quick-Step and Unilin. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.
Mohawk Industries, Inc offers a comprehensive compensation package that includes a wide variety of benefit options so that individuals can tailor plans that are right for him or her. Benefits include health care with a prescription card, dental/vision, disability, life insurance, 401(k) plan with company match, employee purchase discounts, tuition reimbursement for undergraduate and graduate programs and much more.
EOE Minorities/Females/Protected Veterans/Disabled
Job ID 2018-35486
FLSA Status Exempt
Job Group Marketing