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Funding5M-10M USD
IndustryConsumer, Cleantech, E-commerce
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Customer Experience Manager

at Farmigo in NY   —   Jul 04, 2014   |  
Farmigo is seeking a multi-talented Customer Experience Manager to create a phenomenal customer experience, both online and offline. This role, reporting to the VP of Product Strategy, will require versatility - interacting with potential and current users to create better online and offline experiences, engaging in creative product thinking and staying on top of the day-to-day product details required to build a seamless customer experience. This role provides significantly opportunity for growth for someone who is passionate about the intersection of the food and tech, and eager to prove themselves in a growing food startup.

The role consists of three parts: (1) usability testing, (2) content creation and (3) special projects. First, the Customer Experience Manager will be responsible for setting up and running an in-house usability lab -- bringing in users to test online processes and features, gathering and communicating feedback and developing suggestions for product improvements. Secondly, the Customer Experience Manager will generate weekly creative content, including taking food photos, writing copy of product and producer descriptions and contributing to creative content for digital media. Finally, the role will involved managing special projects. Special projects can including conducting in-depth customer research, contributing to new concept prototyping, leading market research and running pilot initiatives.
1) Set up and run an in-house usability lab to ensure a seamless online user experience
Set up a best-in class but scrappy usability lab
Plan and schedule usability tests on a weekly basis
Conduct usability tests of the online experience
Capture and synthesize test results
Present findings and recommendations to drive product and design improvements
Keep updated with and integrate best practices in usability testing
2) Create weekly product photos, copy and content
Write online webstore copy for new products and producers
Set up and photograph products, as new items are introduced to the Farmigo marketplace
Develop creative content for social media
3) Manage special projects
Oversee selected special projects, focused on learning and testing. Projects could include leading market research and concept prototyping, conducting customer interviews, designing and administering customer surveys, and leading the implementation of pilot initiatives.
Bachelors degree required
Minimum 2-4 years of full time professional experience
User experience and/or product management experience, strongly preferred
Insatiable ability to quickly learn and adapt in a fast-paced startup environment
Aptitude and familiarity with usability testing and customer research
Strong writing and copywriting ability
Strong interview and communication skills
Experience with taking and editing high quality photos (not professional, however)
Proven professional track record to lead projects end-to-end
Meticulous attention to detail
Comfort with ambiguity
Bachelors degree required
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