E-Commerce Experience Specialist

Recruiter:

Execustaff Recruiting Services

Job Ref:

PTA000008/JVDW

Date posted:

Monday, June 10, 2024

Location:

Midrand, South Africa

Salary:

Monthly

SUMMARY:
Purpose:

Successfully support the OBS team by ensuring OBS order payment & delivery success
Liaise with OBS dependent BU’s to ensure successful order fulfilment
Ensure customer satisfaction by analyzing customer journeys and surveying customers
Manage UG content to ensure maximum satisfaction for OBS customers
Assist OBS team with analysis and improvement of customer processes and content improvement
Manage OBS Inventory levels and pricing according to BU requirements

POSITION INFO:

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, 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

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

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Similar jobs you might be interested in:

SAP CDP/CDC Implementation Specialist
Location: Johannesburg
Salary: BARAKA IT Solutions
SAP CDP/CDC Implementation specialist
51 days ago

IT Project Manager
Location: Midrand
Salary: Monthly
The IT Project Manager is responsible for leading and delivering technology projects across Operating Systems, Applications, and Customer-Facing Technology environments. The role ensures projects are executed in accordance with PMO governance standards, delivering business value through effective planning, coordination, risk management, and stakeholder engagement. The successful incumbent will dri...
2 days ago

Ecommerce Assistant | Joburg | Footwear and Apparel retailer
Location: Johannesburg
Salary: Negotiable
Leading South African footwear and apparel retailer has an exciting ecommerce ASSISTANT position available in Houghton Estate, Joburg.
8 days ago

Software Sales Consultant
Location: Pretoria
Salary: Basic plus commission
Software Sales Consultant
9 days ago

Luxury Fashion Multi Brand Manager - Sandton
Location: Johannesburg
Salary: Basic
Luxury Fashion Multi Brand Manager - Sandton
1 day ago

eCommerce Content Coordinator
Location: Johannesburg
Salary:
#SHIFTINTOHIGHCAREER by joining a Global Wholesale Distribution Company that seeks the expertise of an ecommerce Content Coordinator
12 days ago

Marketplace & Social Media Manager (e-Commerce)
Location: Johannesburg
Salary: Monthly
Our esteemed client, within the IT Sector, in Sandton, is looking for a Marketplace & Social Media Manager to join their dynamic team!
25 days ago

Multi Brand Luxury Brand Manager - Sandton
Location: Johannesburg
Salary: Basic
Multi Brand Luxury Brand Manager - Sandton
38 days ago

eCommerce Manager (Intermediate) (Onsite – JHB)
Location: Johannesburg
Salary:
81 days ago

Financial Accountant
Location: Johannesburg
Salary:
Financial Accountant | Up to R 800 000.00 | JHB North Are you a technically strong CA(SA) with a passion for project finance and driving business improvement? Join a leading organisation where you'll play a pivotal role in delivering financial excellence, supporting high-value projects, and enhancing reporting and automation within a dynamic environment.
1 day ago