HarperCollins Publishers

Coordinator, Customer Experience



Job Title: Coordinator, Customer Experience

Department: North American Retail Marketing & Digital

Reports to: Senior Manager, Customer Experience

Job Summary:

To support the Customer Experience team in the day-to-day operations of Harlequin digital properties and executing digital Customer Experience initiatives.


Operations & Coordination (60%)
•Responsible for monthly scheduling workflow using Trello (includes coordination with Harlequin marketing and merchandising teams, reviewing content for accuracy, following up on sign offs from team)
•Responsible for monthly content quality control process, reviewing product data integrity and fixing errors quickly using content management system (CMS) as well as coordination of fixes with Assets Management team
•Responsible for timely conversion and uploading of site assets for online reads program and coordination of content from Editorial and Social Media teams
•Responsible for scheduling subscriptions as well as scheduling and testing promotion codes, supporting Ecommerce team
•Support the Site Operations and Ecommerce teams in managing daily tasks required to execute digital marketing and customer initiatives


Quality Control (20%)
•Coordination of multi-channel issue resolution process including: assigning and resolving tickets, following up on outstanding site issues and coordination with merchandising and customer service teams regarding fixes
•Work with merchandising to confirm assets for subscription program


Customer Experience (20%)
•Maintain Intercom Educate platform and Confluence Knowledge Sharing platform
•Work with Site Operations team to assist in analyzing customer metrics using Omniture, Google Analytics and ForeSee
•Work closely with Customer Service and Community managers to keep up with customer and user concerns
•Participate in regular Customer Experience audits, site planning meetings and team brainstorming to continually improve site design, processes, customer satisfaction and conversion



•Post-secondary education required.
•Administrative/project coordinator experience required.
•Knowledge of CX and UX principles an asset.
•Ecommerce experience an asset.
•Microsoft Office proficiency and experience with productivity tools like Trello an asset.
•Knowledge of Google Analytics, Adobe Omniture an asset.


We are looking for individuals that match our team’s soft skills, mainly:
•Exceptional problem-solving skills and customer focus.
•Excellent organizational, time management and written communication skills.
•Ability to take initiative and work collaboratively.
•Adaptable to changing priorities and deadlines.
•Creative and innovative thinking.
•Interest in the publishing and ecommerce industry and knowledge of industry trends.

Harlequin is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.


Harlequin is an equal opportunity employer. We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted





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