Customer Engagement Coordinator | PetFirst
PetFirst Jobs

Customer Engagement Coordinator

by Sabrina Sebastian
3 weeks ago

PetFirst, a growing pet insurance company with a unique work environment, strives to deliver a “WOW” experience to both our customers and associates. We are seeking a Customer Engagement Coordinator with a passion for customers and ability to drive the “WOW” experience both internally and externally.

 A fun, family friendly work atmosphere makes this position extremely attractive for the goal oriented and enthusiastic person. We have a lively yet laid back work atmosphere that fosters an environment of success!   

This position will be responsible for managing all aspects of the customer journey to improve customer engagement and customer retention. Included within this role will be a focus on analyzing performance of and optimizing marketing communication. The Customer Loyalty and Engagement Coordinator reports to the Vice President of Digital Marketing and works collaboratively with the inside and outside sales teams, the claims team, and the customer experience team to identify opportunities to create and add value for PetFirst policyholders to reduce policyholder churn and improve the lifetime value of customers. A successful Customer Loyalty and Engagement Coordinator has a proven talent and ability to find opportunities in the data, engagement along the customer journey and implement solutions.


Essential Duties and Responsibilities:

  • Lead regular reporting on key customer statistics such as cancellations, renewals and satisfaction scores.
  • Help identify trends in customer related metrics and assist in finding opportunities for innovation and improvement.
  • Implement marketing strategies to promote engagement, reduce policy churn and increase positive policyholder reviews.
  • Develop testing and measurement strategies to continuously optimize engagement and retention across all channels.
  • Develop plans and serve as part of the team that works as the internal champion for PetFirst’s engagement with its policyholders.
  • Collaborate with other team members to ensure consistent application of brand standards across all communication platforms.
  • Own all post-sale policyholder communication.
  • Daily management of PetFirst social media channels. This including managing a content calendar, scheduling, posting, responding to comments and/or complaints.
  • Help create marketing materials, such as white papers, case studies, testimonials and public relations materials
  • Perform all other duties as assigned.


Essential Knowledge, Skills, and Abilities:

  • Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects/tasks.
  • Ability to analyze qualitative and quantitative data and use that data to develop strategies to improve customer engagement and retention.
  • Proficient in MS Excel with experience using pivot tables and statistical analysis
  • Strong work ethic with the ability to self-start, prioritize, and multi-task.
  • Excellent written and verbal communication skills.
  • Passion for data-driven decision-making and driven to help our business succeed.
  • Ability to be a team player and work successfully with others to create opportunities for change


Beneficial Knowledge, Skills, and Abilities:

  • Knowledge of or previous experience in the insurance industry
  • Experience with Hubspot
  • Experience with Adobe Creative Suite
  • Content marketing
  • Search Engine Optimization

Education/Experience Requirements:

  • Equivalent to a bachelor’s degree
  • 2 to 3 years’ experience in a marketing role with analytical and strategic duties

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