Assistant Ecommerce Operations Manager
3 hours ago
**Position Snapshot**
Location: Petaling Jaya, Selangor, MY
Company: Nestlé Malaysia (Nespresso)
Full-time
Bachelor’s Degree
4+ years of experience
**Position Summary**
The Assistance E-Commerce Operations Manager is responsible to build relevant and consistent best in class customer journeys / user experiences across all online touchpoints, in alignment with the CRM Insights and according to the defined Campaigns plans and Commercial initiatives.
He/She is responsible for the definition of both user experience and eMerchandising A/B test hypothesis and scenarios (by analyzing customer satisfaction surveys combined with Web Analytics and CRM Insights data) to improve the eCommerce channel new member acquisition & sales performance and the customer satisfaction scores.
**A day in the life of...**
- Act as the eCommerce representative in all global and local projects' definition and planning initiatives to ensure the efficacy and consistency of all experiences delivered on digital boutiques.
- Collaborate with the eCommerce Merchandising executives and plan their activities according to the defined OP and OMP
- Coordinate the definitions and integration of all customer journeys, product launches and digital campaigns into the content management system (copy, visuals, banners,) for both global and local campaigns.
- Manage the eCommerce Project Porfolio and cascade actions to the eCommerce Merchandising coordinators, ensuring proper project management to cover in time and quality all project's aspects, from pre-alignment with HQ counterparts and effort pre-assessment to local set-up, test, final publishing and post-mortem analysis.
- Define, Plan & Activate eMerchandising activities through cross-sell, up-sell & eCRM possible strategies
- Works with all other departments to define and plan their projects that have an online dimension.
- Plan resources according to required Market Acceptance Tests (both front-end and back-end) in coordination with local IS stakeholders for all digital boutiques as per OP plan.
- Coordinate and manage delivery of digital projects, leveraging & supporting external agencies to ensure timely delivery and quality of digital assets while aligning closely with technical & brand guidelines.
- Setup and Manage operations on Marketplace digital boutiques
- Monitor digital KPIs with a strong focus on customer journey & behaviors as well as
- Monitor customer feedback on digital boutiques in marketplaces from all available sources
- Build Insights on Online Customer Journey and turn them into actions from campaign initiative and merchandising optimizations to maximize channel performance.
- Optimize digital channels backend performance with relevant stakeholders
- Monitor external, site centric and CRC indicators to report and consolidate digital KPIs (sales, brand ranking, conversion funnel, average basket, customer’s complaints, channel share )
- Cooperate with internal stakeholders to optimize the orders' manual validation process if needed.
- Monitor the channel performance progress vs targets, with strong focus on sales performance, behavioral funnel analysis and customer satisfaction/NPS and for designing optimization recommendation built by leveraging key insights produced by the eCommerce Analytics Specialist
**What will make you successful**
- Graduate with 4 years’ in managing an eMerchandising / Web mastering team ideally
- Strong experience in Web mastering / eCommerce platforms management (Content Management, Merchandising, A/B testing & personalization)
- Project Management (PM Certification a plus) and strong commercial acumen
- Experience in SEO strategy and optimization.
- At ease with Web Analytics - Google Analytics Certification a plus
- Understanding of the online acquisition activities and their impact on eCommerce sites.
- Previous CRM experience is a plus
- Proven experience in working and influencing people, teams/functions not in direct reporting line.
- Knowledge in HTML, CSS, JavaScript, experience across multiple CMS & photoshop tools
- Proven experience in working and influencing people, teams/functions not in direct reporting line.
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