E-Commerce Experience Specialist-72256 - #305625

Unique Personnel


Date: 2 weeks ago
City: Boksburg, Gauteng
Contract type: Full time
Unique Personnel boasts over 50 years (established in 1970) of personnel and staffing experience, so it's not surprising that even though our main focus has been providing on South African Staffing Solutions, we now recruit internationally for over 5000 clients

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

 

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
  • E-Commerce Experience Specialist
  • 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


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