- 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
- 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
- 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
