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
Execute campaigns using different communication tools including e-mail, sms, push notifications etc.
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 into audiences and enhance and refresh data constantly
- Execute campaigns using different communication tools to target and interact with our database (including e-mail, newsletter, sms, push notifications, whats app business etc.)
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 customers journey from Order placement to fulfilment and beyond
Analytical skills to quickly assess rifts in experience
Uploading plans, CEs, POs, invoices, vouchers, process payment once proof of work received
Develop briefs for BUs to improve customer experience within departments

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

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