E-commerce Experience Specialist
6 months ago
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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