Marketing Project Manager · Mogan GroupJan 2025 – Present · 1 yr 11 mos
Provide daily customer support operations, handling customer inquiries, complaints, and post-purchase issues across multiple communication channels. Coordinate with fulfillment providers, logistics partners, and internal teams to resolve order delays, shipping errors, and return processes while maintaining customer satisfaction and smooth workflows. Develop and implement guidelines, FAQs, and response templates to streamline communication and improve resolution time for common concerns. Track and analyze customer feedback and support metrics to identify recurring issues and collaborate with product and operations teams to improve customer experience. Plan and execute influencer marketing campaigns on Instagram, YouTube, and TikTok as a complementary brand-awareness and customer-engagement strategy. Negotiate collaboration terms with influencers, ensuring transparency, compliance, and measurable results supporting marketing and customer retention goals.