RV Day in the Life: Customer Experience Associate

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Anna Gordon is a recent graduate of the University of Virginia and one of our newest Associates on the RV Home team. In her own words, here’s how she describes life at RV as a Customer Experience Associate:

I’ve been working at Red Ventures for about 2 and a half months now. Most days I arrive between 8:30 and 9am and leave a little after 6 – but I can’t say I’ve really formed any habits just yet. For example, sometimes I pull in at 6 in the morning to use the gym, and sometimes I don’t leave until after a 7pm spin class. I’ve called it quits at 5pm to go catch a movie or have a game night with co-workers, and I’ve stayed at my desk until 9pm, just because I can. The beauty of it is that I CAN do all these things and get my work done on my own schedule.

My role at RV falls right in the middle of the marketing & sales funnel. Every day, I check in and think through strategies for website design and testing implementation with our incredible web-designers and coders. I try to get as much face time as possible with the team because it’s important to be on the same page, and also because our designers and coders are pretty rad.

RedVentures-Customer-Experience-Associate

I spend a lot of time catching up with paid search and SEO folks on my business to see how their changes in customer acquisition may be impacting the volume and types of visitors coming to my team’s sites. Sales ops folks are also a big part of my day-to-day, as we communicate about the impact of our web-experiences and tests on the sales center.

If you stop by my desk on any given day, chances are you’ll find me digging into data, putting the pieces together to tell a story about how people connect with our site, sending out weekly reports, or on a call with our brand partner. I regularly have 1:1 sessions with my manager and spend a lot of time brainstorming new testing ideas, launching those ideas, and thinking through how we segment our traffic.

What’s one thing that surprised you about RV?

Honestly, I didn’t expect to find so much transparent questioning of process. I figured after 10+ years of expertise in customer acquisition, RV would have all of these processes hard-wired. What’s been surprising (in a good way) is that people at RV are constantly questioning how and why we do things, and whether our current practices really are the BEST we can do.

Furthermore, I did not expect to be privy to this questioning, but Business Reviews (noun: an open-door  forum of discussion on business updates, comprised of all employees at RV – from senior leadership to new employees) have provided the opportunity to do just that. Sitting in on those high-level discussions, and often being expected to contribute in that forum is rather exciting and scary.

Another nice surprise is how fulfilling my role is. In college, I studied studio art (as in oil painting) and economics, and I was pretty doubtful I’d find a job that actually taps into my analytical side and creative side. Now, I get to look at numbers AND think about composition and colors AND use some knowledge of psychology every day. I never expected to be able to find one position that feels so well-rounded.

What advice would you give someone still in college and thinking about joining Red Ventures?

The biggest piece of advice I have is that your experience at Red Ventures is what you make it. If you want to meet people with all sorts of backgrounds and learn new skills, you can. If you have an idea to add to RV’s overall strategy, you can. If you want to get up at lunch and go to a yoga class or bowl a few frames downstairs, you can. But it’s up to you to take the initiative. It’s a fast-paced environment and your time management will be challenged after college, but you really do have the opportunity to own and drive your experience at RV.

Anything else you want to share?

One of my favorite things I’ve seen so far is how RV gives back. There are constantly emails going out company-wide with ways to get involved in the Charlotte community.  We’ve run races contributing to a cause, donated diapers (unused only, don’t worry) to local organizations, volunteered at community events, held a bake-off for cancer research, set a new record for our local Relay for Life, helped fund college educations for those who couldn’t afford it, built a playground at a local elementary school and tons of other charitable activities.

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Oh, and did I mention all those have happened within only two months of me being here?

People here are so passionate about doing excellent work, but also about being part of the Charlotte community. I really enjoy that about RV.

Before starting at Red Ventures, Anna spent the summer planning a wedding and traveling to various wineries and parks in California (the Mariposa Grove in Yosemite National Park is amazing!) You might find common ground with Anna if you enjoy Farmers Markets, running, Downton Abbey, painting, cooking, UVA basketball,  or exploring churches here in Charlotte.  

Want more Day in the Life? Read about Jill’s role in Paid Search, Sagar’s take on Sales Ops and Nick’s breakdown of what an SEO Analyst does in an average day at RV.

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