E-commerce and Loyalty Manager

Our client, in the skincare industry is looking for a consumer-focused, mission-driven, enthusiastic, and strategic candidate.

1. Plan and provision the operational, promotional, loyalty and marketing functions within the e-Commerce business
2. Create, develop, and coordinate an online marketing plan to drive the overall net sales objective, brand site database and site traffic increases
3. Develop and track key performance indicators (KPIs) and objectives with support from the Marketing Analyst
4. Ensure that the digital marketing informs and supports the development of all brand-building, promotional, loyalty and campaign activities
5. Develop and implement SOPs across the digital team
6. Management of digital marketing services team and service providers to optimise the user experience
7. Ensure that the forecast budget and profit number are achieved
8. Manage e-Commerce and loyalty projects and budgets

Digital Media

1. Oversee digital media to ensure our brand is reaching our target market across digital platforms with the most efficient targeting, at an optimum CPM & ROAS
2. Drive acquisition and retention improvements
3. Work in partnership with Marketing Content team on all digital marketing efforts: electronic direct mail, banner ads, PPC, SEO, and Social Media
4. Ownership of the successful ongoing operation, presence, and effectiveness of the website - maximise conversion while enhancing the customer’s shopping experience
5. Ensure our website traffic is growing and converting with an optimum CPC and conversion rate
6. Ensure existing and potential customers are engaging at a maximum with our online content
7. Participate in testing of product, content, campaign, and promotion updates to the website
9. Drive positive ROI e-commerce conversion using email
10. Drive brand awareness and store locator traffic for product innovation launches and consumer promotions
11. Facilitate communication for and on behalf of the business units over email, optimising for open rates, click through and engagement
12. Drive growth of customer email database

Website management

1. Effectively manage the company website to ensure it is current, functional, optimised, up-to-date and represents our brand effectively serving the interest of the business across all channels
2. Work with the team on content management, functionality development, performance optimisation, SEO and content enrichment
3. 3Pi site content supply, checking and reporting

Analysis:

1. Analyse and report to the business on e-Commerce measures, as well as customer and loyalty KPIs
2. Manage and report on all aspects of Web analytics; website and social media performance; traffic, opt-ins, and conversion
3. E-commerce sales performance
4. Promotion analysis
5. ROI, net sales, conversion and basket size
6. Complete daily, weekly and monthly business reports and ad hoc reports, and presentations as required

Customer and loyalty

1. Demonstrate loyalty as a business driver, plotting revenue potential, new customer acquisition and ROI
2. Lead all loyalty projects, maximising the ROI and achieving outstanding results in customer retention and acquisition
3. Set the overall online retention strategy
4. Create more value-added touch points along the customer journey through customer journey mapping, personalisation and segmentation, and LTV analysis
5. Develop personalisation across retention channels to increase engagement, conversion, and overall revenue growth

1. Experience with e-Commerce platform and content management systems (retail industry experience an asset)
2. E-commerce management
3. Digital media (paid and organic)
4. Digital performance marketing
5. Search optimisation
6. Email marketing
7. Data management and analysis
8. Loyalty programme management
9. Budget planning and management
10. Forecasting
11. People management

1. Minimum 5 years’ experience managing e-Commerce sites
2. Bachelor’s degree in business / marketing / communications; or equivalent combination of education and experience
3. Proficient in website CMS (preferably Magento) and CRM
4. Advanced Microsoft Office Skills, Advanced Excel
5. Google Analytics certification
6. Working knowledge of Google AdWords, analytics, webmaster tools, and ability to analyse web statistics and advertising ROI