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Casper // sleep startup focused on mattress
Marketing, Full Time    New York City    Posted: Tuesday, December 08, 2020
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Looking for a job to get you out of bed?

The CX Communications Specialist role is the critical center for resource management  for the broader CX team. This role is responsible for managing the documentation of business updates making sure our CX team is equipped with the information they need to provide the best customer experiences.The expectation is that this role is responsible for ensuring daily, weekly, & on-going updates are shared & documented for the broader CX team, our internal communication tool is audited & updated with the current information, & ensures information is confirmed for all CX meetings. This role will  ensure appropriate, effective, & timely updates to CX knowledge materials. 

When youre not catching zzzs, this is what youll do

  • Ensure that all CX & PC specialists are aware of company-wide happenings & collaborate across internal teams to create relevant collateral, cohesive messaging, & thoughtful distribution strategies
  • Drive a sense of community among the CX & PC teams & a connectedness to the Casper brand
  • Review & synthesize information collection leading up to physical & digital product launches
  • Distill complex information into easy-to-understand updates for the teams 
  • Ensure updates are easily referenceable, concise yet comprehensive & timely
  • Leverage your CX & Casper business knowledge to proactively identify outstanding comms needs & address with appropriate parties in order to ensure the team is prepared
  • Add, edit, & audit the Knowledgebase, TextExpander & any content resources in service of a product or service launch with collaboration from Supervisors, Leads, & Quality
  • Manage monthly audit process for CX Knowledgebase to maintain accuracy at all times 
  • Collaborate with Quality team to implement changes to materials based on best practice learnings during sprints

Our dream candidate is

  • Exceptionally organized & extremely attentive to detail, with planning & prioritization skills that don't falter in a fast-paced work environment
  • Has a strong sense of urgency, ownership & personal responsibility
  • An excellent communicator (in person, over email, via smoke signal!), an ability to simplify concepts & to tailor messaging for specific audiences
  • Able to work collaboratively & reach actionable plans across groups & teams
  • A proactive planner & critical thinker who can anticipate future needs & isnt afraid to take initiative to address that need  
  • A positive, can-do attitude with the ability to work well both independently & as member of a team
  • A high degree of professionalism & strong interpersonal skills including the ability to interact effectively across all levels of the organization
  • Excited by the implementation & testing of new means of messaging & information design
  • A passionate ambassador of the Casper brand & a natural relationship builder
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