Digital Experience Executive

Mondelēz International

. Manage day-to-day customer queries via Zendesk, ensuring prompt responses and the creation of feedback loops.

Posted 4/21/2026full-timeBirmingham • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage day-to-day customer queries via Zendesk, ensuring prompt responses and the creation of feedback loops.
Continuously improve Zendesk triggered automations to streamline operations and enhance customer service efficiency.
Support the quality control process for product feedback, ensuring timely communication with the quality control team.
Assist in processing sample orders and offer support to internal teams, ensuring smooth coordination across the business.
Work closely with the E-Commerce Operations Manager, CRM Manager, and Digital Experience Lead to enhance customer loyalty and experience.
Monitor and engage with customer reviews through platforms such as Yotpo or Trustpilot responding to feedback and ensuring follow-up actions are taken.
Handle customer returns and refunds, ensuring timely processing and excellent customer service.
Provide ongoing support to the wider eCommerce team as needed, including input on campaign planning from a customer experience perspective.
Offer support in eCommerce development and user journey optimisation to improve customer retention and overall site experience.
Potential involvement in supporting International eCommerce sites as the business expands.
Assist with digital paid campaign planning and execution, ensuring that customer experience is a key consideration.
Contribute to the development of eCommerce strategies, focusing on how digital initiatives impact the customer journey.
Work closely with the E-Commerce team on day-to-day site operations and tasks to maintain optimal customer experience.

Requirements

What you’ll need

Previous experience using Zendesk or similar digital chatbot platforms is essential.
Experience with major review platforms such as Yotpo, Feefo, or Trustpilot is highly desirable.
Strong problem-solving abilities and an ability to adapt quickly in a fast-paced environment.
Proven experience working within an eCommerce team or similar environment with a focus on customer service and digital support.
A genuine interest in the sports nutrition industry and Grenade’s brand values is an advantage.
Proficient in MS Office, MS Excel, and CRM platforms.
Strong interpersonal skills, with the ability to communicate effectively with both internal teams and customers.
A proactive and driven approach to work with the ability to manage multiple tasks and priorities.
Flexible approach to work, with the ability to support the business across a variety of eCommerce initiatives and adapt to new challenges.

Benefits

Comp & perks

Relocation Support Available

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ZendeskYotpoTrustpilotMS OfficeMS ExcelCRM platformseCommerce developmentdigital campaign planningcustomer journey optimisationquality control

Soft Skills

problem-solvingadaptabilityinterpersonal skillscommunicationproactive approachtime managementflexibilitycustomer service focusteam collaborationtask prioritization