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(NB), VT

Full-time | Ecommerce

About the job

Who We Are: 

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.

JOB MISSION:

The Site Experience Team is responsible for the consumer site experience on NewBalance.com and NewBalance.ca and ensuring consumers have a positive experience with the brand. The Site Experience Review Associate will ensure the best experience through enhancing the Reviews on .com and .ca. This role will develop a deep understanding of product and make internal connections so they can represent New Balance as the face of review responses to our consumers. They will develop new processes to drastically improve the quality of reviews and identify new ways to interact with our consumers to drive conversion, retention and CSAT. This position will report to the Site Experience Manager within the NA eCommerce team.  

MAJOR ACCOUNTABILITIES:

! Map out ideal state for Reviews then identify processes and dependencies, gain internal alignment and then implement in order to achieve  
! Manage ongoing relationship with PowerReviews, partner with them to garner insight from the market and utilize their suite of products to optimize our experience 
! Responsible for moderating and responding to reviews on key models, alert appropriate stakeholders with valuable feedback on quality or service and provide recommendations on how to improve upfront experience to gain positive reviews  
! Analyze review data for insights and share with internal stakeholders (consumer insights, product, marketing, customer service, etc.) draw correlations between reviews (quantity and quality) to Sales and Conversion 
! Work with UX, Creative and Dev to maximize PDP experience to incorporate social feeds, review imagery and reviewer profiles (location, body stats and size)  
! Manage the Q&A section of Reviews. Create helpful, canned Q&As where appropriate and respond to consumer questions with robust and informative answers  
! Drive improvement for gaining reviews by working with Marketing to ensure communication requesting reviews is clear and easy to understand 
! Partner with Social teams on developing a consistent voice in responding to consumer questions and comments
! Develop a program that leverages seeding to maximize review quality and coverage. Work cross-functionally to determine process to identify models and seeding to consumers with early inventory
! Explore alternatives to review seeding Loyalty program, Team NB athletes, NB employees, etc.
! Work with NA Wholesale Marketing and Sales to ensure syndication efforts are explored and maximized so brand stands up competitively throughout the marketplace
! Partner with all regional DTC sites to understand if reviews can be translated and applied across sites
! Review omni channel post purchase and return feedback from New Balance’s call center and stores to develop a holistic cross channel view of the consumers post purchase sentiment.

 

REQUIREMENTS FOR SUCCESS:

! Bachelor’s Degree   
! 1-2 years relevant experience in ecommerce, digital advertising and/or user experience preferred 
! Desire to provide the best consumer experience at all times 
! Ability to identify opportunities and establish processes  
! Collaborative, action-oriented thinking is a must 
! Passion for the industry is welcome, but more importantly an obsession with interesting and innovative ecommerce and digital retail experiences is desired
! Penchant for storytelling and crafting brand/retail focused messages in a digital environment
! Excellent written and verbal communication skills, ability to effectively organize thoughts in a clear and concise manner 

#LI-Hybrid

Our Benefits: 

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.

Learn more about our Benefits

Flexible Work Schedule: 

New Balance is committed to creating a culture that allows our associates to do their best work. Our corporate work-from-home policy does not mandate an arbitrary number of days in-office. Instead, we’ve designed a flexible hybrid model that empowers individual teams by letting the type of work dictate where it will most effectively be performed. We are capitalizing on this unique opportunity to evolve how we work based on efficiency, productivity, and the well-being of our associates.

Equal Opportunity Employer:

New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.
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1501 Lincoln Blvd.#1014 Venice, CA. 90291