Chat Commerce Specialist - Homechoice (Southern Suburbs (Cape)) at HomeChoice Holdings Limited

Description

• Homechoice is a leading South African homeware retailer. For almost 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.
• We are seeking a highly motivated and data-driven Chat Commerce Specialist to own and optimize the commercial performance of our chat operations. This role is crucial in driving revenue and enhancing customer experience through our chat platforms (e.g., WhatsApp, Facebook Messenger, etc.). The ideal candidate will be responsible for identifying opportunities to improve both support and sales journeys within chat, from partial to full sales optimization. A key focus will be exploring and implementing chat-based customer authentication methods to enhance security and limit fraud. This includes a strong focus on data analysis, reporting, and resource management, including platform license allocation and cost allocation for development.

What you will love doing in this role

• Commercial Ownership: Own the commercial success of chat operations, driving revenue growth and maximizing ROI.
• Customer Journey Optimization: Analyze customer interactions and identify areas for improvement in both support and sales journeys within chat. Implement strategies to enhance customer experience, increase conversion rates, and drive customer loyalty.
• Sales Optimization: Design and implement strategies to optimize the full or partial sales journey within chat, including lead generation, product promotion, order processing, and upselling/cross-selling.
• Support Optimization: Develop and implement strategies to improve customer support efficiency and effectiveness through chat
• Fraud Prevention & Authentication: Investigate and implement chat-based customer authentication methods to strengthen security and reduce fraudulent activity.
• Data Analysis & Reporting: Monitor key performance indicators (KPIs) such as conversion rates, average order value, customer satisfaction (CSAT), first response time. Prepare and present regular reports on chat performance, highlighting trends, insights, and recommendations for improvement.
• Platform Management: Manage the Infobip platform, including license allocation, user management, and ensuring optimal platform performance.
• Budget Management: Allocate costs for development & usage related to chat operations to the correct business units, ensuring accurate cost tracking and reporting.
• Collaboration: Collaborate with various teams, including merchandise, marketing, customer support, and IT to ensure alignment and maximize the effectiveness of chat initiatives.
• Innovation: Stay up to date with the latest trends and best practices in chat commerce and customer experience and proactively identify opportunities to innovate and improve our chat operations.

Requirements
What you’ll need to do this role

• Proven experience in a similar role focused on chat commerce, digital marketing, or customer experience optimization.
• Strong understanding of chat platforms and their capabilities (e.g., WhatsApp Business API, Facebook Messenger).
• Data-driven mindset with strong analytical skills and experience in using data to inform decision-making.
• Experience with reporting and data visualization tools.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong project management skills and the ability to manage multiple projects simultaneously.   
• Experience with Infobip or similar chat or bot platforms.
• Knowledge of customer authentication methods and fraud prevention strategies, particularly within digital communication channels
• Strong problem-solving skills and a proactive approach to identifying and addressing challenges.   

Behaviours we love

• Wow my customer
• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need
• Treat the business as my own
• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time
• Play as a team
• Be helpful
• Be inclusive
• Find the fun