Online Site Store Merchandiser

Job Title: Online Site Store Merchandiser
Contract Type: Temp/Contract
Location: Singapore
Salary: $0 - 50 k
Start Date: 23 Mar 2020
Reference: en-61767
Contact Name: Nicodemus Ng
Contact Email:
Job Published: March 23, 2020 17:31

Job Description

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.

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