Venue Hiring Head of Customer Experience
Application closes on 18 July 2020.
Venue provides furniture and decor for homes and events. MP: https://marketplace.secondlife.com/stores/171355  FB: https://www.facebook.com/venuesl. In-world store: https://maps.secondlife.com/secondlife/Embrace%20the%20Ocean/202/155/3001
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About the Role
If you have more questions regarding this role, please contact WhoNeedsAName in-world.

Primary goals for Venue with the help of the Head of Customer Experience
1. Develop customer profiles based on insights from our current customer base. This will help us create products that are tailored to the customer profiles
2. Develop a Customer Loyalty Programme to appreciate and reward returning customers and to encourage prospective / new customers to come back and purchase our products


What is expected of you
1. Research & Insights – Produce customer profiles
Assess and analyse our existing data to have a better understanding of:
   - Who our customers are
   - What do they like to buy and why
   - What kind of interests / activities do they like to do on SL
Derive insights from our data and identify other key trends across SL
Propose other activities that we can do to understand our customers better (e.g. survey, focus groups etc.)

2. Develop a Customer Loyalty Programme
- Based on the data and insights, develop a Customer Loyalty Programme that provides incentives, inculcates a sense of loyalty amongst customers and keeps them coming back for more purchases
- Suggest activities to better engage customers
- Manage the loyalty programme and provide a monthly report on our progress

3. Customer Experience
Propose a plan for ways we can provide a good end-to-end customer experience (E.g. when they land, when they walk around, when they decide to buy, after they buy) at our in-world store and on MP store

4. Customer Service
Manage and respond to customer queries (minimal work)

Preferred Candidate
- Enjoy analysing data and make data-driven decisions
- Love interacting with people and have the patience to understand their likes and dislikes
- Someone who thinks like customers and for customers
- Always curious to experiment new tactics to determine what works and what doesn’t for Venue
- Strategic thinker and understand what it takes to develop an effective plan
- Positive attitude and keen to always improve and learn
- Self-driven and motivated to make a dent

Benefits upon confirmation after 3 months
- Monthly remuneration of 10,000L
- Confirmation bonus of 2,000L
- Half yearly performance bonus (Depending on your performance)
- Annual increment of your salary with a starting base of 5% (Additional % increase depends on your performance)
- Free Venue products
- Optional housing benefits (200 prims skybox)
- Possibility to expand your skills by attending sponsored courses on Udemy. This will be determined after 6 months and will also be based on your performance

What's your SL Legacy Name *
Do you have a Facebook profile? Include link if yes. Please skip this question if you do not have one
Do you have a Flickr account? Include link if yes. Please skip this question if you do not have one
Do you have any other jobs on SL? If you do, please list your job title and the brand names. Please skip this question if you do not have one.
Do you have any experience in customer service / managing customer experience / customer loyalty programme? If yes, please state your experience. If not, please skip this question.
Do you have any experience with analysing data to develop customer profiles and their key characteristics? If yes, please state your experience. If not, please skip this question.
Do you enjoy interacting with people? *
What do you think you will need in order to start a customer loyalty programme for Venue? *
Are you a strategic thinker and understand what it takes to create an effective plan? *
Do you have experience in managing a team? If yes, please state your experience. Please skip this question if you do not have experience.
Are you familiar with the products from Venue? *
Have you read and understood what the role requires? *
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