Digital Marketing Coordinator - Johannesburg at Coffee Importers and Roasters Organisation (CIRO)

Job Specification:
Key Performance Areas:
Customer Service

• Responsible for assisting customers through all aspects of customer service for the e-commerce website, including order placement, facilitating returns and replacements, product inquiries and recommendations, general customer service assistance, and escalated issues in a timely manner.
• Ensure prompt and proper resolution of customer queries/complaints by providing additional information or
• escalating/engaging others in the organisation to provide a solution according to defined procedures
• Document customer queries/complaints as well as process and assist customer ordering and / or troubleshooting
• Manage communication with communities through strategically relevant online properties
• (Facebook/Instagram/LinkedIn)
• Manage efforts in building online reviews and reputation
• Follow up customer calls where necessary
• Be knowledgeable of distribution operational procedures and policies

Website Front End / Digital Marketing

• Promote a thorough and up to date knowledge of all products and services to become a brand expert
• Daily management and communication of out of stock & stock requirements to the correct channels internally - escalate unresolved queries to Manager, providing details and actions taken
• Day-to-day maintenance of the relevant website(s), including product catalogue management and the loading of marketing content
• The co-ordination, communication & implementation of digital marketing collateral – across touch points including the websites, social media platforms, and Google advertising (together with the appointed Digital Marketing Agency where relevant)
• Proactively source and load relevant information in order to drive a rich customer experience online and increase conversions and sales.
• Responsible for the marketing, display and merchandising of products listed on the website as well as online advertising and general content management - Own and manage the content process including content development
• Develop social media content, both written and visual as well as propose new ideas and concepts for social media content.
• Working closely with the Digital Brand Manager, plan and implement weekly campaigns and communication across both the internal e-commerce website and external marketplace partners
• 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.

Website Back End
Build and maintain relationships with internal teams to ensure prompt resolution of queries, including but not limited to:

• ITSS – CCB server, site speed
• SAP team – Magento integration
• DC – Stock management, Courier management
• Masterdata – Product management
• AVI finance – Bank transactions & clearing
• Identify and escalate issues on site with relevant stakeholders
• Build and maintain relationships with external suppliers to ensure prompt resolution of technical queries, including but not limited to:
• Magento – Front end site maintenance & back end site maintenance, product & stock updates
• PayU – Correct postings & payments clearing
• Courier – Waybill integration & E-waybill system, customer delivery queries
• Manage website problems/queries by routing calls to appropriate resources (above mentioned suppliers) to gain resolution
• Escalate unresolved queries to Manager, providing details and actions taken
• When necessary capture customer orders on the website backend (Magento) accurately in a proficient manner
• When necessary capture waybill information for manual export

Knowledge Required:

• SAP knowledge advantageous
• Proficient in MS Office
• FMCG industry experience advantageous
• Understanding of e-commerce / CMS systems
• Magento and WordPress would be advantageous
• Understanding of basic UX principles
• Understanding of Marketing Software (Hootsuite, Emailer Software, etc)

Qualifications and Experience:

• Matric essential
• Diploma in Digital Marketing / Marketing / Graphic design
• Business Degree would be advantageous
• 3 -5 years’ experience in a similar role
• Merchandising experience ideally using Magento
• Experience with digital channels such as Google Adwords / SEO / PPC & email marketing
• Knowledge of digital marketing/experience in marketing
• Analytics reporting software (Google analytics)

Competencies:

• Thinking creatively
• Working together
• Seizing business Opportunities
• Staying Composed
• Embracing change
• Interpreting Data
• Attention to detail
• Meeting deadlines
• Influencing others
• Building relationship