Marketing & Customer Experience Coordinator

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 who is 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 direction 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 in 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