Job Description

The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop
solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis. As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front-runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.

An exciting opportunity exists for a DIGITAL MARKETING CO-ORDINATOR at CIRO in Bryanston.

The purpose of this role is to manage all online communications and e-commerce. You will be responsible for content creation, curation, advertising and customer engagements across all current and new digital platforms as well as be actively involved in the day-to-day administration and maintenance of the e-commerce and corporate websites to support the growth strategy of the business. As well as provide the highest level of service to e-commerce customers, working closely with internal and external teams to manage customer inquiries, issues and returns and be able to make sound judgments and decisions within business guidelines.

Line Manager: Key Account Manager

Job Specification:
Key Performance Areas:

Customer Service
Responsible for assisting customers through all aspects of customer service for the e-commerce website, including order placement, facilitating returns and replacements, product inquiries and recommendations, general customer service assistance, and escalated issues in a timely manner.
Ensure prompt and proper resolution of customer queries/complaints by providing additional information or
escalating/engaging others in the organisation to provide a solution according to defined procedures
Document customer queries/complaints as well as process and assist customer ordering and / or troubleshooting
Manage communication with communities through strategically relevant online properties
(Facebook/Instagram/LinkedIn)
Manage efforts in building online reviews and reputation
Follow up customer calls where necessary
Be knowledgeable of distribution operational procedures and policies

Website Front End / Digital Marketing
Promote a thorough and up to date knowledge of all products and services to become a brand expert
Daily management and communication of out of stock & stock requirements to the correct channels internally - escalate unresolved queries to Manager, providing details and actions taken
Day-to-day maintenance of the relevant website(s), including product catalogue management and the loading of marketing content
The co-ordination, communication & implementation of digital marketing collateral across touch points including the websites, social media platforms, and Google advertising (together with the appointed Digital Marketing Agency where relevant)
Proactively source and load relevant information in order to drive a rich customer experience online and increase conversions and sales.
Responsible for the marketing, display and merchandising of products listed on the website as well as online advertising and general content management - Own and manage the content process including content development
Develop social media content, both written and visual as well as propose new ideas and concepts for social media content.
Working closely with the Digital Brand Manager, plan and implement weekly campaigns and communication across both the internal e-commerce website and external marketplace partners
Analytics - using Google Analytics, social media analytics, mailer analytics and other measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives.

Website Back End
Build and maintain relationships with internal teams to ensure prompt resolution of queries, including but not limited to:
ITSS CCB server, site speed
SAP team Magento integration
DC Stock management, Courier management
Masterdata Product management
AVI finance Bank transactions & clearing
Identify and escalate issues on site with relevant stakeholders
Build and maintain relationships with external suppliers to ensure prompt resolution of technical queries, including but not limited to:
Magento Front end site maintenance & back end site maintenance, product & stock updates
PayU Correct postings & payments clearing
Courier Waybill integration & E-waybill system, customer delivery queries
Manage website problems/queries by routing calls to appropriate resources (above mentioned suppliers) to gain resolution
Escalate unresolved queries to Manager, providing details and actions taken
When necessary capture customer orders on the website backend (Magento) accurately in a proficient manner
When necessary capture waybill information for manual export

Knowledge Required:
SAP knowledge advantageous
Proficient in MS Office
FMCG industry experience advantageous
Understanding of e-commerce / CMS systems
Magento and WordPress would be advantageous
Understanding of basic UX principles
Understanding of Marketing Software (Hootsuite, Emailer Software, etc)

Qualifications and Experience:
Matric essential
Diploma in Digital Marketing / Marketing / Graphic design
Business Degree would be advantageous
3 -5 years experience in a similar role
Merchandising experience ideally using Magento
Experience with digital channels such as Google Adwords / SEO / PPC & email marketing
Knowledge of digital marketing/experience in marketing
Analytics reporting software (Google analytics)

Competencies:
Thinking creatively
Working together
Seizing business Opportunities
Staying Composed
Embracing change
Interpreting Data
Attention to detail
Meeting deadlines
Influencing others
Building relationship

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