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Posted June 24, 2021
Tempur Sealy International

Digital Customer Experience and Engagement Associate

Tempur Sealy International
Lexington, KY, USA ⚠ [Archived] No Longer Accepting Applicants

Job Summary:

Tempur Sealy’s Digital and eCommerce team is growing. We’re building a new business team capability, the Digital Community Engagement team, to bring a marketing and personalized focus to the digital customer interactions that occur on our websites, social media, reviews, user generated content, and the more traditional proactive customer outreach channels like email and mail.

Digital engagement through a brand’s website, digital communications, and social media provides endless opportunities to build the face of a brand. Each website interaction, chat, or social media post can influence whether a consumer will like, love or loath, and ultimately whether one will engage, purchase or recommend a brand.

As a part of the Digital Community Engagement team, the Digital Customer Experience and Engagement Associate represents one or more TempurSealy brands across the digital medium including on company-owned websites (via chat, SMS/messaging, reviews moderation, other customer engagement tools), social media channels, and through personalized outbound customer communication methods (email, handwritten note, etc.). The Associate will be a brand voice and product expert with the ability to think quickly and critically, problem solve, and have the utmost respect for the need to deliver delightful and thoughtful customer response and engagement at all times.

The Associate will also help QA, author, and evolve our customer “self-service” and “brand ambassador” content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions with our digital presence and customer engagements across those mediums, for example: do we have the right help content; is there new help content needed; is product information accurate; is this customer video useful on the website or elsewhere; should we use this customer review to highlight this product on this page; and more!

Our team is small and most where many hats with the opportunity to stretch and grow as our business needs grow and evolve to ensure we are meeting consumer needs in the marketplace. This role provides an incredible learning opportunity with continuous exposure to Tempur Sealy’s digital and eCommerce business coupled with the opportunity to participate and contribute on special projects/assignments across the digital and eCommerce team, as time management and individual performance allows

Essential Duties, Responsibilities, and Key Results Area:

  • The role is full time, 40 hours a week and requires a flexible schedule including weekdays, the weekend, holidays, and evening hours based on team scheduling needs and assignments.
  • Deliver a welcoming, engaging and thorough experience to TempurSealy shoppers, continuously building our brand voice and fielding incoming questions from customers and prospects via chat, social, SMS, 1:1 email or other digital communication tool.
  • Serve as a subject matter expert for products available for research or purchase on one or more TempurSealy websites (primarily Tempur-Pedic products).
  • Serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more TempurSealy brands.
  • Support the company’s efforts to improve overall brand sentiment in digital platforms and build brand loyalty, addressing negative consumer conversation as appropriate and proactively addressing concerns, helping reverse negative customer touch points with the brand, etc.
  • Quickly and efficiently identify customer outreach issues in need of escalation to Customer Service for triage and resolution, applying a project management focus towards tracking, monitoring and evaluating the end-result customer experience from initial awareness to resolution.
  • Amplify user-generated content from loyal advocates, encourage interaction between advocates and those considering brand products.
  • Help facilitate the product review collection and presence with existing customers.
  • Identify high-quality content derived from website, social and email customer interactions, in addition to third party content mediums, for use in website, social and content marketing channels.
  • Share thoughtful insights with leadership, our product, marketing, and technology teams regarding overall product, customer experience and service-related trends.
  • Identify engagement opportunities and contribute towards maintaining and evolving the company’s user-generated content presence on owned website properties, in close partnership with digital, brand marketing, and PR.
  • Measure, analyze, report and optimize digital customer engagement performance and suggest solutions to improve the overall customer experience.
  • Identify and surface consumer trends and opportunities.
  • Stay on top of trends and best-in-class practices within social marketing and response, online chat and customer engagement, and the user-generated content space and determine how Tempur-Pedic can best apply them.
  • Use customer & market research, customer and user feedback and competitive analysis to identify enhancement opportunities, innovate, reduce complexity and drive results.
  • Help grow the volume and quality of the Tempur-Pedic user-generated content presence.
  • Identify issues and opportunities and partner with digital platform, operations, and/or digital product management to diagnose and find solutions.
  • Relish opportunities to pick up new activities that fall broadly in the purpose of this role
  • Special projects as needed.

Other primary duties and responsibilities include the following; however, Management reserves the right to assign or reassign other appropriate duties to this job at any time. This document excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.