Job Description

Purpose Managing the selection and variety of products offered by an ecommerce website. Responsible for ensuring that the products meet the customer needs, preferences, and expectations, as well as the business goals and strategies Conducting market research, analyzing customer feedback, and optimizing product pricing and promotions. Ensure customer satisfaction by analyzing customer journeys and surveying customers Assist Ecommerce team with analysis and improvement of customer processes and inventory improvement through generating product reports for decision making (sell-through rate, sales volumes, average order value, aged-inventory) Manage Inventory levels and pricing according to BU requirements Brief marketing teams on GTM strategies 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 business unit to effectively build optimum product assortments Researching and identifying the target market segments and customer personas for the ecommerce website Developing and implementing the product assortment strategy and plan, based on the customer demand, market trends, and competitive analysis Evaluating and optimizing the product assortment performance, based on the sales, profitability, inventory, and customer satisfaction metrics Identifying and resolving product assortment issues, such as gaps, overlaps, or redundancies Recommending and executing product assortment changes, such as adding, removing, or replacing products, based on the data and feedback Collaborating with other teams, such as marketing, merchandising, web development, and customer service, to ensure the product assortment alignment and integration Manage e-commerce inventory levels and pricing as per business requirements for all products Analyze 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 optimizing 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 Provide marketing insight for campaigns using different communication tools including email, 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 optimize 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, whats app business etc.) Proactively optimize all activities towards KPIs Develop best practice standards based on industry accepted customer experience metrics Operational responsibilities: Understanding of an online customers journey from Order placement to fulfilment and beyond Analytical skills to quickly assess rifts in experience and ability to generate Reports based on retail metrics Uploading plans, CEs, POs, invoices, vouchers, process payment once proof of work received Develop briefs for BUs to improve customer experience within departments
Required Qualifications and Experience: Relevant qualification or experience in Ecommerce management. 5+ years experience in buying and building product assortments and online marketing 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: Experience in ecommerce, product management, or category management Knowledge of ecommerce platforms, such as Shopify, Magento, or WooCommerce Proficiency in Microsoft Excel, Google Sheets, or other spreadsheet tools Familiarity with data analysis and reporting tools, such as Google Analytics, Tableau, or Power BI Ability to conduct market research and customer surveys Ability to create and implement product assortment strategies and marketing plans Attention to detail and accuracy Creativity and problem-solving skills Communication and teamwork skills

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