Customer relations manager

HEAT Nutrition
Customer Success & Growth Coordinator (Remote Virtual Assistant)
Position: Customer Success & Growth Coordinator
Department: Customer Relations & Sales
Location: Remote
Reports To: Business Owner / Management
Pay: $4/hour with up to $1,000/month in additional bonuses

Position Overview
HEAT Nutrition is seeking a highly organized, proactive, and results-driven Customer Success & Growth Coordinator to manage customer relationships, oversee customer accounts, and drive consistent growth in our weekly meal prep business.

This position is responsible for delivering a high-touch, concierge-style customer experience while ensuring existing customers continue ordering, inactive customers are reactivated, and prospective customers are consistently followed up with and converted.

The primary objective is simple: Increase weekly meal orders, grow recurring subscriptions, and maximize customer retention.

Key Responsibilities

1. Customer Account Management & Retention
* Manage existing customer accounts and maintain accurate customer information.
* Build relationships with recurring weekly meal prep customers through personalized SMS, email, and other digital communication.
* Proactively contact customers who have stopped ordering.
* Encourage existing customers to maintain consistent weekly orders.
* Identify customers who may benefit from meal subscription plans.
* Resolve customer concerns to maintain a premium customer experience.

2. Shopify Management
* Monitor and manage incoming customer orders.
* Assist customers with order questions, subscription modifications, and account issues.
* Maintain accurate customer records and order information.
* Identify repeat purchasers and potential subscription customers.
* Track weekly order volume and meal counts.
* Support customer subscription management and retention.

3. GoHighLevel CRM & Pipeline Management
* Manage and organize prospect and customer pipelines.
* Ensure customer profiles, notes, tags, and opportunities remain updated.
* Track leads throughout the customer acquisition process.
* Execute follow-up sequences through SMS, email, and other approved communication channels.
* Identify stalled opportunities and proactively reengage prospects.
* Maintain accurate CRM records and follow-up tasks.

4. Prospecting & Outbound Customer Acquisition
* Conduct outbound prospecting to generate new meal prep customers.
* Contact prospective customers through approved outreach channels.
* Follow up with individuals who previously expressed interest in HEAT Nutrition.
* Convert qualified prospects into first-time meal prep customers.
* Promote introductory meal offers and recurring subscriptions.
* Maintain consistent daily outreach activity.

5. Subscription Growth & Customer Reactivation
* Convert one-time purchasers into repeat customers.
* Introduce qualified customers to weekly subscription options.
* Follow up with canceled, paused, or inactive customers.
* Identify reasons for customer cancellations and ordering inactivity.
* Implement approved customer reactivation campaigns.
* Work toward continuously increasing active subscriptions and weekly meal counts.

6. Customer Service & Concierge Experience
* Respond professionally and promptly to customer questions.
* Provide personalized assistance through digital communication.
* Help customers understand ordering deadlines, delivery procedures, and subscription benefits.
* Coordinate with internal operations when issues arise.
* Ensure every customer receives a convenient, positive, and consistent experience.

7. Reporting & Performance Tracking

* Track new customers acquired each week.
* Monitor returning and inactive customers.
* Report active subscription totals and subscription changes.
* Track weekly meal counts and order volume.
* Maintain outreach and follow-up activity records.
* Submit weekly performance summaries identifying progress, opportunities, and customer retention concerns.

Key Performance Indicators (KPIs)

Performance will be evaluated using measurable results:

* Weekly Meal Count: Consistent growth in total meals ordered.
* New Customer Acquisition: Number of new paying customers generated.
* Subscription Growth: Net increase in active weekly meal subscriptions.
* Customer Retention: Percentage of customers continuing to place orders.
* Customer Reactivation: Number of inactive customers successfully brought back.
* Lead Conversion: Percentage of qualified prospects converted into paying customers.
* Response Time: Timely responses to customer inquiries.
* CRM Accuracy: Consistent and accurate customer records, pipeline updates, and follow-up tracking.

Qualifications

* Experience in virtual assistance, customer success, customer service, or sales support.
* Experience with Shopify and GoHighLevel is strongly preferred.
* Strong written English communication skills.
* Comfortable communicating with customers through SMS, email, and social media messaging.
* Experience managing CRM pipelines and customer follow-up campaigns.
* Highly organized, detail-oriented, and self-motivated.
* Comfortable conducting cold outreach and following up with prospective customers.
* Ability to work independently and take ownership of measurable performance goals.
* A proactive, problem-solving mindset with a strong focus on customer satisfaction and business growth.

What Success Looks Like

The ideal candidate takes ownership of our customer relationships and growth opportunities.

They don’t simply wait for customers to reach out. They proactively identify opportunities to acquire new customers, bring back inactive customers, encourage repeat orders, and convert existing customers into recurring subscribers.

The ultimate goal is to help HEAT Nutrition build a loyal, growing customer base that generates predictable, recurring weekly revenue.

Our Mission: To provide a simple, convenient, and life-changing experience through fresh, high-protein meals that make healthy eating easier.