E-commerce Experience Specialist

4 months ago

Johannesburg, South Africa Virago Recruitment Full time

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 f 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

Implementation of global CRM tools to utilize, manage and optimise CRM data for marketing campaigns

Segment data int 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

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

Between 5 - 7 Years

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