Customer Experience & Communications Coordinator

Position Summary
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The Customer Experience & Communications Coordinator serves as the primary point of contact for customer feedback, loyalty program support, social media engagement, online reputation management, community donations, and sponsorship requests. This position plays a critical role in protecting and enhancing the BellStores brand by ensuring customers receive timely support, concerns are addressed professionally, loyalty program issues are resolved effectively, and community partnerships reflect the company's values.Working within the marketing department, this role collaborates closely with operations, store management, loyalty partners, and community organizations to strengthen customer relationships, improve brand perception, and support BellStores' commitment to exceptional service across all customer touchpoints. (update to primary contact)Essential ResponsibilitiesCustomer Experience ManagementServe as the primary contact for all customer feedback, questions, and concerns received through email, phone, social media, website forms, and other communication channelsInvestigate customer inquiries and coordinate with store teams to reach timely and satisfactory resolutionsTrack, document, and categorize customer feedback to identify trends and opportunities for operational improvementEnsure all customer inquiries receive prompt and professional responsesLoyalty Program SupportManage customer loyalty program inquiries and account issuesTroubleshoot loyalty and mobile app concerns with customers and vendorsCoordinate with third-party partners to resolve technical and account issuesMonitor recurring issues and recommend improvements to enhance the member experienceCommunity Donations & SponsorshipsManage incoming donation and sponsorship requestsReview requests against company guidelines and gather supporting information for leadership reviewMaintain records of community investments, donations, and sponsorshipsCoordinate communication with organizations regarding requestsAssist with sponsorship activations, recognition opportunities, and eventsSocial Media Monitoring & EngagementMonitor BellStores' social media channels for customer feedbackRespond to customer inquiries and direct issues to appropriate departments for resolutionIdentify emerging customer concerns, trends, or opportunities and communicate findings to the marketing teamMaintain a consistent and professional brand voice across customer interactionsAssist with community engagement efforts through social media platformsOnline Reputation ManagementMonitor and respond to customer reviews across platforms including Google and other review sitesTrack review trends, customer sentiment, and recurring concerns across all locations xzbcwsv Identify opportunities to improve the customer experience based on online feedbackQualificationsRequiredExcellent verbal and written communication skillsStrong organizational and time management abilitiesProficiency with Microsoft Office applications, including Outlook, Excel, and WordAbility to manage multiple priorities while maintaining attention to detailProfessional and customer-focused mindsetFamiliarity with social media customer service and engagementPreferredAssociate degree or equivalent professional experience2+ years of customer service, marketing, communications, retail, or related experienceExperience with loyalty programs, CRM systems, or customer support platformsExperience in retail, convenience store, restaurant, or hospitality industriesExperience managing community partnerships, donations, or sponsorships