e-Commerce Experience Specialist
e-Commerce Experience Specialist
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Objective:
- Ensure effective operation and success of the Online Brand Store (OBS) including order payment and delivery.
- Coordinate with relevant business units (BUs) for timely order fulfillment.
- Enhance customer satisfaction through detailed analysis of customer journeys and feedback.
- Oversee UserGenerated Content for optimal customer experience on OBS.
- Support the OBS team in refining customer processes and enhancing content quality.
- Monitor and adjust OBS inventory and pricing based on BU requirements.
Primary Responsibilities:
- Develop and implement ecommerce customer experience strategies aligned with business goals and sales targets.
- Work collaboratively within OBS and across departments to integrate ecommerce seamlessly into the digital framework.
- Coordinate with Marketing Specialists to align with BU priorities.
- Actively manage online sales channels including owned and partner websites.
- Control ecommerce inventory and pricing in line with Product Management & Sales Head directives.
- Share relevant ecommerce data with retail partners.
- Analyze ecommerce performance identify areas for improvement and implement changes.
- Map and enhance online customer journeys focusing on sales and customer sentiment.
- Conduct customer surveys to gauge satisfaction levels.
- Oversee all CRM activities including communication strategies data analysis and reporting.
- Implement CRM campaigns targeting engagement retention upselling and new customer acquisition.
- Utilize various communication tools (email SMS push notifications WhatsApp Business etc.) for executing campaigns.
- Manage Personal Identifiable Information databases ensuring data accuracy and compliance with regulations.
- Regularly update and segment CRM data employing global CRM tools for optimal campaign management.
- Proactively aim for KPI improvement in all activities.
- Efficiently liaise with and manage vendors.
- Establish best practices in customer experience based on industry standards.
- Operational Duties:
- Understand the complete online customer journey from order placement to fulfillment.
- Employ analytical skills to identify and resolve gaps in customer experience.
- Manage operational tasks such as uploading plans processing payments and handling invoices.
- Create briefs for BUs to foster enhanced customer experiences within their departments.
Requirements
- A degree or equivalent experience in Data Analytics or Process Management.
- Minimum of 5 years in a Customer Service role.
- Proven experience in mapping and managing online customer journeys.
- Background in direct marketing and ecommerce environments.
- Knowledge of the retail ecommerce sector including customer journey nuances.
- Proficiency in using diverse CRM platforms.
- Familiarity with Content Management Systems (CMS).
- Advanced skills in Google Analytics and Adobe Analytics; experience with Audience Manager is a plus.
- Ability to conduct thorough market analysis and stay abreast of current trends.
Benefits
A degree or equivalent experience in Data Analytics or Process Management. Minimum of 5 years in a Customer Service role. Proven experience in mapping and managing online customer journeys. Background in direct marketing and e-commerce environments. Knowledge of the retail e-commerce sector, including customer journey nuances. Proficiency in using diverse CRM platforms. Familiarity with Content Management Systems (CMS). Advanced skills in Google Analytics and Adobe Analytics; experience with Audience Manager is a plus. Ability to conduct thorough market analysis and stay abreast of current trends.
Employment Type
Full Time
