E-Commerce Manager (Pet) at Oneplan Underwriting Managers (Pty) Ltd

Key Performance Area:
Drive and Improve Customer Engagement

• Lead the implementation and evaluation of strategic, tactical, and operational customer experience and engagement plans to support retention and market impact.
• Collaborates with the Senior Leadership to agree strategic, tactical, and operational plans.
• Advises the Senior Leadership on customer satisfaction measures, customer experience strategies, programs, initiatives, and emerging issues to enable customer-centric strategic and operational decision
• processes and major or critical issue responses.
• Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers, consumers and communities.
• Lead and/or direct specific customer research programs, dialogue, and other forms of engagement to understand key concerns and issues to inform enhancement of customer services and service delivery models
• Identify opportunities for enhanced service delivery through various delivery methods, and the application of social media, mobile apps and technologies to optimise customer experience
• Engage and negotiate with stakeholders on strategic issues related to standards of customer service and accessibility and provide expert, influential advice.
• Ensure that responsiveness to customer needs is central to the organisation’s strategic planning processes
• Understands industry best practices and strategies
• Responsible for overall end to end process improvement to ensure best of class service delivery.

Operations Management

• Devising strategies that harness sales-related insights, prevailing standards, and novel developments to encourage sales in our online store.
• Creating frameworks that transform our e-commerce site into highly profitable platforms
• Directing the activities of software developers, copywriters, and graphic designers to ensure careful adherence to predetermined strategies and communication.
• Reviewing the site funnel, payment gateway, security of checkout pages and order process regularly and improve UX if needed.
• Creating daily, weekly and monthly promotional offers and checking to see that these are uploaded and executed on time and continuously.
• Reviewing copy and legal disclaimers to ensure they are always up to date and in line with business objectives.
• Analysing traffic and user usage to inform website maintenance and the effectiveness of marketing strategies and provide accurate reporting monthly.
• Examining sales-related metrics to inform restocks and new product requirements or removing expired and non-selling products.
• Reporting on the utility of existing and novel strategies
• Work with customers daily, who need problem solving and information.
• Part take in stock take on a monthly basis and report into finance.

E-Commerce Vendor Management

• Onboard new e-commerce vendors agree their terms & conditions and increase overall ecommerce umbrella channel.
• Manage current vendor relations to ensure the best value is being obtained for the business from product purchases.
• Plan & manage strategic business plan with ecommerce vendors for entire year on aspects like product category planning, sales forecast, product inventory, supply forecasting etc
• Follow up with ecommerce vendor for courier order, appointment & confirm outstanding due before the new order is supplied to the vendor.
• Manage credits with finance and ensure they are applied to new invoice payments

Driving E-Commerce Sales Targets

• Responsible for the overall strategy for the growth of the ecommerce vertical and drive the business KPIs
• Responsible for the delivery of the online sales plans and client usage and contribute to the regular reforecasting process throughout the year
• Create the merchandising strategy for all the platforms to ensure key products are featured prominently, and cross-sell & up-sell opportunities are maximized to client base.
• Produce seasonal product sell-through analysis
• Collaborate with sales and sourcing to develop strategic partnership activities and implement the execution framework and strategic plan on identified opportunities with ecommerce platforms
• Continuous improvement of business processes

Marketing Campaign

• Ensure catalog maintenance, relevant product images, product communication & A+ content is up to date on all the platforms.
• Develop ecommerce platform marketing strategy in line with Brand Marketing / Business Goals and evaluate the Pre ROI of all the marketing spends
• Develop and maintain effective online marketing channels and evaluate performance for same and design promotional activities to acquire new customers
• Marketing content creation for all campaigns and take relevant approvals as per SOP
• Monitor & track ecommerce marketplace

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Degree in business management, marketing, or a closely related field of study
• 3 – 5 years of experience in a digital & ecommerce role
• Knowledge of the pet product industry will be advantageous
• Proficiency with MS Office suite & strong experience across digital marketing, ecommerce and social media