E-commerce Experience Specialist

3 weeks ago

Johannesburg, South Africa Unique Personnel Full time

**Job Number**
- 72256

**Job Type**
- Permanent

**Job Title**
- E-Commerce Experience Specialist

**Computer Skills**
- CRM,Google Analytics,Adobe Analytics

**Industry**
- Consumer Electronics

**City**
- Johannesburg (Incl. Northern Suburbs)

**Province**
- Gauteng

**Purpose**
- Successfully support the OBS team by ensuring OBS order payment & delivery success
- Liaise with OBS dependent BU’s to ensure successful order fulfilment
- Ensure customer satisfaction by analyzing customer journeys and surveying customers
- Manage UG content to ensure maximum satisfaction for OBS customers
- Assist OBS team with analysis and improvement of customer processes and content improvement
- Manage OBS Inventory levels and pricing according to BU requirements

**Key responsibilities for this position include, but are not limited to**:

- Collaborate on developing e-commerce customer experience and operational plan to support business objectives and sales goals across business units
- Collaborate across functions and within OBS to effectively integrate e-commerce into digital ecosystem and activities
- Collaborate with Marketing Specialists to ensure alignment with business unit priorities
- Proactively manage online sales touchpoints including owned and partner sites
- Manage e-commerce inventory levels and pricing as per PM & SH requirements for all products
- Syndicate relevant e-commerce data for retail partners
- Analyse data and performance of e-commerce customer experience to draw performance insights, identify gaps and suggest improvements
- Online customer journey mapping and orchestration & improvement

**Manage online customer experience optimising for sales and customer sentiment, including**:

- Process & journey mapping
- Surveying a subset of customers to understand satisfaction levels
- Manage all CRM / direct communication deployment, measurement and reporting
- Implement CRM campaigns to engage, retain, upsell and recruit prospects
- Database management of Personal Identifiable Information (PII)
- Increase data collection across all touchpoints
- Ensure data is clean and managed in compliance with local legislation and global policy
- E-Commerce Experience Specialist
- Implementation of global CRM tools to utilize, manage and optimise CRM data for marketing campaigns
- Segment data into audiences and enhance and refresh data constantly
- Proactively optimise all activities towards KPIs
- Liaise and manage vendors effectively to ensure efficient operation
- Develop best practice standards based on industry accepted customer experience metrics

**Operational responsibilities**:

- Understanding of an online customer’s journey from Order placement to fulfilment and beyond
- Analytical skills to quickly assess rifts in experience
- Uploading plans, CE’s, PO’s, invoices, vouchers, process payment once proof of work received
- Develop briefs for BU’s to improve customer experience within departments**Inherent Requirements**

**Required Qualifications and Experience**:

- Relevant qualification or experience in Data Analytics/Process management.
- 5+ years’ experience in Customer Service
- Experience in online customer journey mapping and orchestration
- Experience in a direct marketing and e-commerce
- Understanding of the retail e-commerce space & customer journey
- Experience using various CRM tools
- CMS knowledge
- Proficiency in Google Analytics, Adobe Analytics, and Audience Manager preferred.
- Market analysis and trends

**Required Competencies**:

- Content and asset management, campaign analytics / insights reporting, ROI analysis
- Strong process management skills
- Solid customer communications skills
- Strong presentation and writing skills
- Results oriented and self-motivated
- Strategic thinker
- Attention to detail
- Ability to work well under pressure and within tight deadlines
- Ability to multi-task on a number of various tasks at hand
- Assertive and output based

**What Qualification**

**Minimum Qualification**
- Diploma

**Status**
- Available

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