Digital Consumer and Engagement Associate

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry‑leading innovation, we deliver award‑winning products that provide breakthrough sleep solutions to consumers in over 100 countries.

Our highly recognized brands include Tempur‑Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $38,000-$55,000

The Digital Consumer Engagement team brings a marketing and personalized focus to the digital customer interactions that occur on our websites, social media, reviews, user generated content, and the more traditional proactive customer outreach channels like email and mail.

Our DCE Associates represent Tempur Sealy brands across digital and traditional mediums including on company‑owned websites (via chat, SMS/messaging, and other digital engagement tools), social media channels, and through personalized outbound customer communication methods (email, handwritten note, etc.).

The DCE Associate will help QA, author, and evolve our customer “self‑service” and “brand ambassador” content needs across platforms, leveraging feedback, learnings, and observations derived from daily interactions with our digital presence and customer engagements across those mediums for example: do we have the right FAQs; are there new FAQs needed; is product information accurate; is this customer video useful on the website or elsewhere;

let’s use this customer review to highlight this product; and more!

The DCE Associate also participates in a professional development rotation by shadowing and assisting other functions within the organization including: eCommerce, Digital Marketing, Site Experience and Creative, and Operations.

• The role is full time, 40 hours a week and requires a flexible schedule including weekdays, the weekend, holidays, and evening hours based on team scheduling needs and assignments.
• Deliver a welcoming, engaging and thorough experience to Tempur Sealy shoppers, continuously building our brand voice and fielding incoming questions from customers and prospects via chat, social, SMS, 1:1 email or other digital communication tools.
• Serve as a subject matter expert for products available for research or purchase on one or more Tempur Sealy websites.
• Serve as a brand ambassador and expert in brand tone and feel as it relates to communicating with consumers for one or more Tempur Sealy brands.
• Support the company’s efforts to improve overall brand sentiment in digital platforms and build brand loyalty, addressing negative consumer conversation as appropriate and proactively addressing concerns, helping reverse negative customer touch points with the brand, etc.
• Quickly and efficiently identify customer outreach issues in need of escalation to Customer Service for triage and resolution, applying a project management focus towards tracking, monitoring and evaluating the end‑result customer experience from initial awareness to resolution.
• Amplify user‑generated content from loyal advocates, encourage interaction between advocates and those considering brand products.
• Help facilitate the product review collection and presence with existing customers.
• Identify high‑quality content derived from website, social and email customer interactions, in addition to third party content mediums, for use in website, social and content marketing channels.
• Share thoughtful insights with leadership, our product, marketing, and technology teams regarding overall product, customer experience and service‑related trends.
• Identify engagement opportunities and…