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:

Calypso EXP Business System Analyst – Rosebank / Hybrid - R700k PA
Location: Johannesburg
Salary: 700 000
Calypso EXP Business System Analyst – Rosebank / Hybrid - R700k PA
62 days ago

Intermediate Java/ Golang Developer – CPT/ JHB/ Hybrid – R650k Per annum
Location: Pretoria
Salary: 650000
Intermediate Java/ Golang Developer – CPT/ JHB/ Hybrid – R650k Per annum
77 days ago

Senior Java Developer – CPT /JHB/ Hybrid – R900k Per annum
Location: Johannesburg
Salary: 900000
Senior Java Developer – CPT /JHB/ Hybrid – R900k Per annum
77 days ago

CX Analyst Developer
Location: South Africa
Salary: market related Monthly
Role:At the company, our client takes a user-centered and iterative approach to digital product design to ensure the best experiences for their customers across their journeys. This means the company steps into the shoes of their customers, to understand how they interact with them digitally and what they expect from the company products and services. As a content designer for the company, yo...
Today

New Business Representative
Location: Johannesburg
Salary:
2 days ago

React Developer
Location: Pretoria
Salary:
Are you a talented React Developer ready to join a dynamic company in Pretoria East? In this position, you will be accountable for writing and implementing efficient code, playing a key role in the development and maintenance of applications. You will report directly to the Tech Lead/Product Owner, collaborating closely with fellow developers, UX designers, support consultants, business partners, ...
3 days ago

Functional System Analyst (Accounting)
Location: Johannesburg
Salary:
Role PurposeThe purpose of the Functional and Technical System Analyst (SA) at company is to provide Capital Markets knowledge and practical application of business analysis in order to design, develop and implement functional and technical system solutions to Capital Markets challenges. This role has a client functional and technical system focus.Role Objectives- Understand and clarify client fun...
6 days ago

CX Analyst Developer - Content Designer - Contract
Location: South Africa
Salary: R550 - 650 per hour
CX Analst Developer / Content Designer
7 days ago

Partner Growth Manager.
Location: Midrand
Salary:
Our client in the telecommunication sector is seeking a Partner Growth Manager. Contract Duration: 6 Months
19 days ago

Dispatch Manager
Location: Heriotdale, Gauteng
Salary: R25000 CTC to R35 000 CTC
My client that deals in the manufacture and distribution of sliding doors is looking for a Dispatch Manager
31 days ago