Product Engagement Manager, Post-Purchase
Company Description
At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture at www.fbin.com
Job Description
We are seeking a dynamic and experienced Product Engagement Associate to develop and execute a comprehensive communication strategy aimed at enhancing our post-purchase consumer experience. This role will play a pivotal part in educating our customers and ensuring they receive world-class support throughout their journey with our connected water and security products. You will work cross-functionally to implement communication initiatives across various channels and platforms.
This role is designated as a hybrid role which includes working at least 3 days per week (Tuesdays, Wednesdays, Thursdays) in North Olmsted, OH to foster better collaboration, connection, and innovation. Other office locations include Maumee, OH, Deerfield, IL, Oak Creek, WI.
Roles and
Responsibilities:
Qualifications
Additional Information
At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates feeling of belonging at work.
Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments:
water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more
Equal Employment Opportunity
FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations
FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at FBIN.Recruiting@fbhs.com and let us know the nature of your request along with your contact information.Estimated Salary: $20 to $28 per hour based on qualifications.
At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture at www.fbin.com
Job Description
We are seeking a dynamic and experienced Product Engagement Associate to develop and execute a comprehensive communication strategy aimed at enhancing our post-purchase consumer experience. This role will play a pivotal part in educating our customers and ensuring they receive world-class support throughout their journey with our connected water and security products. You will work cross-functionally to implement communication initiatives across various channels and platforms.
This role is designated as a hybrid role which includes working at least 3 days per week (Tuesdays, Wednesdays, Thursdays) in North Olmsted, OH to foster better collaboration, connection, and innovation. Other office locations include Maumee, OH, Deerfield, IL, Oak Creek, WI.
Roles and
Responsibilities:
- Develop and execute a strategic post-purchase user engagement plan to enhance customer satisfaction, loyalty, and advocacy.
- Collaborate with product development, customer support, and marketing teams to develop a deep comprehension of the consumer and our products.
- Use consumer insights to create a comprehensive support experience to address customer inquiries, concerns, and issues across multiple channels and platforms including website, email, in-app prompts, and other mediums.
- Build and maintain an ongoing communication calendar, product onboarding email series, along with an hoc engagement tactics deployed to both new and existing customers.
- Create and manage engaging in-app content, email campaigns, and other communications to provide a positive set-up and onboarding experience as well as educate customers on product features, updates, and best practices.
- Drive cross functional execution of engagement tactics with the digital, communications, and creative teams support to deliver customer support resources, including FAQs, user guides, and tutorials, to assist customers in getting the most from our products.
- Maintain strong collaboration with internal cross-functional partners, including category managers, product marketing, PR, creative, brand, consumer insights, and sales, as we take creative ideas & activations from concept to reality.
- Monitor and analyze user engagement metrics and feedback to make data-driven decisions and improvements.
- Stay updated on industry trends and best practices in post-purchase user engagement and apply this knowledge to continually improve our strategies.
Qualifications
- Bachelor's degree in Marketing, Communications, Business, or a related field.
- 5
years of experience - Proven experience in post-purchase user engagement, customer success, or related roles in the IoT or technology industry.
- Strong understanding of IoT devices and their functionality.
- Passion for delivering best-in-class consumer experiences.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proficiency in data analytics and the ability to use metrics to inform decision-making.
- Experience in developing and executing multi-channel communication strategies.
- Strong project management skills and the ability to work effectively in a cross-functional team.
- Familiarity with customer relationship management (CRM) software and email marketing tools.
- Creative thinking and problem-solving skills.
- Ability to adapt to a fast-paced and evolving environment.
Additional Information
At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates feeling of belonging at work.
Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments:
water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more
Equal Employment Opportunity
FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations
FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at FBIN.Recruiting@fbhs.com and let us know the nature of your request along with your contact information.Estimated Salary: $20 to $28 per hour based on qualifications.
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