| Date | 2024-06-09 |
|---|---|
| Job Title | E-Commerce Experience Specialist |
| Employer | Execustaff South Africa (Pty) Ltd More Information |
| Salary | 0 |
| Category | Sales Marketing |
| Location |
Gauteng / Midrand |
Job Summary
- 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, what’s 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 customer’s journey from Order placement to fulfilment and beyond
- Analytical skills to quickly assess rifts in experience
- Uploading plans, CE’s, PO’s, invoices, vouchers, process payment once proof of work received
- Develop briefs for BU’s to improve customer experience within departments
- 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
E-Commerce Experience Specialist position available in Gauteng, Midrand. This job position was posted by Execustaff South Africa (Pty) Ltd. The job has been posted as a char8000 ad on 2024-06-09 at 01:23:52 in the Sales Marketing category
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