TLC eCommerce

The Local Choice Pharmacy require an Ecommerce & Loyalty Coordinator  to lead operational management of the company's eCommerce and customer loyalty programs. The position
requires a proactive, data-driven approach to optimize both e-commerce and loyalty operations, ensuring
alignment with the company's overall business goals and customer engagement initiatives.

Essential:

• Grade 12 / Matric
• 2 – 3 years' experience in experience in
  eCommerce & Loyalty program management
  

Advantageous:

• Degree in marketing or e-commerce or
  related field.
• FMCG/Retail Pharmacy experience

ROLES & RESPONSIBILITIES:

eCommerce and Loyalty:

eCommerce and Loyalty:

• Oversee the daily operations of the e-commerce team, ensuring smooth and efficient processes to
  maximize online sales and customer satisfaction
• Monitor online platforms to proactively identify areas for improvement and implement enhancements
  to optimize user experience.
• Assist with planning and completing online marketing campaigns and promotions, driving engagement
  and conversions
• Develop and maintain standard operating procedures (SOPs) for both eCommerce and loyalty
  operations, ensuring clear guidelines and efficient processes

Loyalty Program Oversight:

• Manage the customer loyalty program by loading monthly promotional rules, maintaining the exclusion list, and onboarding new pharmacies to the program.
• Analyse customer data and behaviour to identify opportunities for program improvement and develop personalized engagement strategies
• Support targeted campaigns and promotions to drive loyalty program participation and enrolment, maximizing customer retention.
• Monitor loyalty program performance, generating reports to measure success and the effectiveness of various initiatives.
• Respond to customer inquiries related to the loyalty program, providing timely and effective support to enhance customer satisfaction.
  

Team Management:

• Assess and manage the team to continually improve processes and outcomes.
• Promote a robust culture of accountability, innovation, and performance management across the team, whilst modelling the company's values.
• Train and guide team members on marketing initiatives and/or campaigns to ensure successful implementation best practices and strategies.
• Conduct training sessions for colleagues on eCommerce and loyalty systems, fostering cross-functional knowledge and operational consistency.
• Assist in setting objectives for the team and tracking progress.
• Assist in facilitating the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
  

Stakeholder Liaison:

• Provide prompt and excellent customer service, responding to inquiries and resolving issues related to online orders.
• Collaborate closely with the marketing team to implement effective online strategies and achieve targeted sales objectives.
• Communicate and manage relationships with all stakeholders and 3rd party suppliers

Reporting and Administration:

• Keep abreast of industry trends and emerging technologies to continuously innovate and optimize loyalty strategies.
• Manage and execute the continuous development of the ecommerce platform and loyalty program
• Make sure that all legal requirements and compliance are maintained.
• To manage and report back on the department financial budget
• Generate and analyse reports on e-commerce performance, providing insights to support strategic decision-making.

General:

• Adhere to Dis-Chem Policies and Standard Operating Procedures.
• Adhere to Dis-Chem Policies and Standard Operating Procedures.

ROLE COMPETENCIES:

Knowledge: 

Strong understanding of eCommerce platforms, CRM systems, and loyalty program software. Familiarity with customer service principles and best practices in online retail. In-depth knowledge of industry trends, competitor activities, and emerging technologies. Knowledge of data privacy regulations and compliance as related to customer data in eCommerce and loyalty programs.

Cognitive Skills:

Analytical skills to interpret customer data and performance metrics, making data-driven decisions. Problem-solving abilities to address issues promptly, enhancing customer experience and operational efficiency.
Critical thinking to evaluate and refine e-commerce and loyalty processes for continuous improvement.

Business Acumen:

Strong grasp of financial metrics and profitability in e-commerce, including customer acquisition cost (CAC) and customer lifetime value (CLV).

Communication Skills:

Strong written and verbal communication skills for engaging effectively with customers, team members, and cross-functional departments. Ability to simplify complex information for non-technical stakeholders. Presentation skills for sharing insights and results with leadership and broader teams

Interpersonal Skills:

Ability to build and maintain positive relationships with team members, customers, and cross-functional departments. Collaborate to foster teamwork and open communication within and across teams Empathy and active listening skills to understand team and customer perspectives.

Quality Orientation:

Strong attention to detail to ensure accuracy in managing promotional rules, exclusion lists, and invoicing. Commitment to delivering high-quality customer service and improving the customer experience. Ability to create and refine quality assurance processes in e-commerce and loyalty operations.

Self-Management Skills:

Time management skills to prioritize tasks and maintain productivity in a fast-paced environment. Initiative to drive innovation in eCommerce and loyalty program operations without direct oversight.

Leadership Skills:

Ability to inspire and motivate team members, fostering a positive work environment. Mentorship skills to support team development and nurture emerging leaders.

Management:

Capacity to guide team members in achieving operational goals and promoting accountability.

Technical skills:

Proficiency in eCommerce platforms and loyalty program software.
Understanding of HTML/CSS or basic coding for minor eCommerce site modifications. Computer Skills – Microsoft Office: Word, Excel, PowerPoint and Outlook. Success Factors.

 conditions of employment:

• Driver's license and own reliable transport
• Willing to travel nationally 
• South African citizen
• Clear credit and criminal records

Remuneration and benefits:

• Market-related salary

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.

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