If you're ambitious, love food, and want to be part of a company filled with opportunities, keep reading.
Marley Spoon is a direct-to-consumer manufacturing business with a waste-free supply chain. We deliver top-quality fresh ingredients in the exact quantities required with chef-designed easy-to-cook recipes, to thousands of households across the globe. Together we build brands customers love. Currently, we operate various brands that are serving households in the US, Europe, and Australia: Marley Spoon, Martha Stewart & Marley Spoon, and Dinnerly.
Our Customer Communications Team is now looking for a Outbound Customer Communication Expert to join us. This role focuses on customer retention, reactivation, relationship management, and assisting with customer insights/research via phone support.
The ideal candidate will be a skilled communicator with a passion for delivering exceptional customer experiences and driving customer loyalty.
Key Responsibilities Customer Retention:
Engage with customers to understand their needs, concerns, and reasons for potential cancellations.
Develop and implement personalized retention strategies to maintain customer loyalty.
Provide exceptional service and solutions to ensure customer satisfaction and retention.
Customer Reactivation:
Engage with inactive customers and develop targeted campaigns to re-engage them.
Conduct outreach through phone calls to re-establish relationships.
Offer tailored incentives and promotions to encourage customers to return.
Customer Relationship Management:
Build and maintain strong relationships with customers by providing consistent, high-quality service.
Serve as a point of contact for customer inquiries, complaints, and feedback.
Regularly follow up with customers to ensure their needs are met and to foster long-term relationships.
Customer Insights Support:
Gather customer feedback to identify trends, preferences, and areas for improvement.
Collaborate with cross-functional teams to share customer insights and contribute to product/service enhancements.
Carry out surveys with customers on new products and features.
Qualifications Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Proficiency in CRM software and other customer management tools.
Analytical mindset with the ability to interpret customer data and insights.
Ability to work independently and as part of a team in a fast-paced environment.
Customer-centric attitude with a genuine desire to help customers.
Problem-solving skills and the ability to handle challenging situations with patience and professionalism.
High level of motivation, initiative, and adaptability.
Benefits Flexible working hours; hybrid work policy (remote + office).
22 annual leave days and +2 days for every year of tenure (up to a combined maximum of 28).
5 training days per year.
Private health insurance provided by Allianz.
Food allowance of 7.62 euros per worked day.
24/7 confidential employee assistance program.
An open, diverse culture with over 50 nationalities of friendly, fun-loving foodies.
A cozy office in the heart of Lisbon.
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