E-commerce Operations

• Ensure all E-Commerce operational activities are consistently executed according to Standard Operating Procedures and applications used (Returns Go, Error Optimize, DSV e-visibility, DSV recaps systems and courier partners)
• Ensure the order well for B2C for Birkenstock is always clear and orders are delivered according to the delivery lead-times for the brand.
• Work closely with the customer service team on all customer queries
• Ensure that all packing requirements are followed correctly by the warehousing partner.
• Monitor returns with the customer service team and assist to reduce the return rate.
• Assist customer care with customer product re-selection options
• Work closely with the merchandise planner and logistics to minimise cancelled orders.
• Managing customer queries and escalating when necessary.
• Place replenishment orders for packaging to dispatch all e-com orders from warehousing partner.
• Provide ad hoc support to adjust the site, including front-end customizations, improving speed/performance, and other customizations as needed.
• Ad-hoc UAT for e-commerce and omni-channel projects.
• Ensure all products are listed and enriched for the e-commerce store.

Customer service

• Conduct customer surveys to gauge satisfaction levels. (NPS Score)
• Employ analytical skills to identify and resolve gaps in customer experience.
• Outline customer query responses for the Customer service team to communicate to customers.
• Document and maintain customer service policies.
• Update and maintain frequently asked questions on the website and the live chat.
• Ensure webforms are up to date and user friendly

Performance tracking

• Ensure all tracking for ads performance is in place.
• Ensure all tracking tools are set up and up to date for ecommerce.
• Ensure all the correct collections are created and correct links are supplied to agency for e-mailer and banner call to actions.
• Work through heatmapping tools daily and make improved user experience suggestions based on the findings.
• Monitor and analyse website analytics to identify areas for improvement and optimize content accordingly.
• Support the E-commerce manager in global reporting requirements (KPI, Data, and Performance) when needed.
• Reporting to the E-commerce manager weekly/bi-weekly updates on user experience findings with a solution-based approach.

 Online Inventory management

• Control e-commerce inventory and pricing in line with Planning team – communicate out of stock items to planners and ensure replenishment orders are placed.”
• Ensure inter business stock transfers take place between regions to assist online customers.
• Assist with integration and stock alignment errors

Requirements

• Bachelor’s degree required, with preference for e-commerce
• Proven experience in mapping and managing online customer journeys.
• Background in direct marketing and e-commerce environments
• Familiarity with Content Management Systems (CMS).
• Proficiency in using diverse CRM platforms
• “Analytics – using Google Analytics, social media analytics, mailer analytics and other measurement tools to provide reports on metrics,
• and continually find ways to improve on those metrics through testing and new initiatives”
• “E-commerce: experience is preferred (background in e-commerce, understanding how online sales processes work,
• including payment gateways, shipping options, and inventory management)”
• Troubleshooting and analytical skills combined with the desire to tackle challenges head-on.
• “Proficiency in Shopify Platform: deep understanding of the Shopify platform, including its backend operations,
• functionalities, and capabilities”
• Experience with tools and technologies used for website merchandising and management, Microsoft Office
• Proactively source and load relevant information to drive a rich customer experience online and increase conversions and sales.
• Be able to embracing change.
• Paying attention to detail.
• Good relationship building skills
• Seizing business Opportunities.
• Be able to work in a team and prioritize tasks.
• Background in direct marketing and e-commerce environments.
• Valid driver’s license and own car essential
• Understand the complete online customer journey from order placement to fulfilment
• “Data Analysis: The ability to analyse and interpret data from Shopify analytics or other tools like Google Analytics
• to make data-driven decisions and strategies”
• Advanced skills in Google Analytics.