Team Objectives/Goals and focus area:
• Increase the quality of our customer journey to drive sales and bring unique insights & learnings to our business in partnership with site production, user experience and marketing teams
• In region team focused on improving the experience and reducing purchase flow friction
• Live Site Quality – early detection and elimination of live site issues and bugs fixed. Help improve customer NSAT/CSAT and process improvement based on trends
• Enhance Customer Experience – reduce customer drop off, increase engagement, increase conversion
• Build for Future – address new feature recommendations, review local relevancy and address regional nuances to help ensure global experience needs are incorporated into feature rollouts
Key responsibilities include the following:
• In region focus on improving the quality of Digital Store experience for customers and reducing purchase flow friction
• End to end customer experience weekly reviews
• Review of O&O content that leads to store
• Post launch reviews of Global category launches and new product releases
• Global cross site improvements
• Review local customer verbatims/CSS content to address customer issues
• Complete root cause analysis and outline process change recommendations
• Improve key word searches and experience recommendations
• Weekly/monthly/quarterly reviews from analytical perspective
• Weekly newsletter development
• Best in class Customer Experience - Focus on regional and local nuances
• Insights and Optimizations - Consistency & scalable, sharable solutions
• Planning for Future - Testing roadmap features for optimal rollout
• Gather known issues from field leaders that remain unsolved (top bugs), short list and prioritize
• Highlight and rank what customers are telling us are top issues (through verbatims, CSS, etc)
• Proactively browse site and analyze data to find issues and potential bugs that impact purchase flow
• Identify list, priority rank, review scale and impact and track to resolution
• Use insights and results to develop conversion and optimization strategies to drive product sales, improve customer pathways and improve the on-store customer experience
• Keep up-to-date with online and ecommerce marketing trends in the region and globally, and develop programs and testing solutions to optimize site performance
• Conducts daily sites review to ensure products are live and accurately displayed, categorized and priced after launch
• Analyze site metrics and related data to identify opportunities to improve merchandising and the customer experience across the various product categories
• Managing and prioritising multiple projects simultaneously with excellent attention to detail.
• Providing clear communication to stakeholders.