Vacant Jobs at Ares Holdings

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.

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Content Development

• Develop content strategy aligned with short-term and long-term marketing targets. Collaborate with the marketing, e-commerce manager and design teams to plan and develop digital content.
• Create, brief, and publish engaging content for blog/website.
• Brief digital marketing creatives to digital agency.
• Brief and manage creation of social media videos and content to relevant agency. Stay up to date with new trends and developments to generate ideas which will draw in audience’s attention.
• Create persuasive copy for performance-based activities (landing pages, display ads, SEO) to increase conversion rates and ensure ROI.
• Develop content for multiple audiences in line with marketing strategy.

Content Management

• Ensure all e-commerce product listings are up to date and listings are enriched.
• Product data management: ensure that all product data is correct including images, descriptions,
  detail and pricing.
• Manage the overall listing process to ensure products are created and live on the site in-time for
  launches and campaigns.
• Create collection links to feature products for launches and campaigns and execute site walks.
• Merchandising management: ensure that all products are merchandised into the correct collections
  and categories.
• Brief on-site merchandising changes to digital agency (landing pages, newsletters, links etc)
• Supporting on merchandising checks (site walks, customer reviews, newsletters, landing pages etc)
• Edit and proofread site content.
• Work closely with the E-Commerce Manager and Planning department to ensure stock is allocated and live on site to drive commercial growth.
• Develop and maintain relationships with external content partners and vendors to ensure quality content is produced and delivered on time.
• Manage content distribution to online channels and social media platforms to increase web traffic.
• Maintain files of all content, including campaign-based content.
• Stay up to date on competitor content and benchmarking.
• Ensure legal compliance in all content (e.g. copyright and data protection).
• Ensure all content adheres to brand guidelines, voice, and tone across all channels of responsibility.
• Collaborate with a range of stakeholders across product management, corporate brand, PR, and marketing teams to ensure content meets requirements and guidelines.
• Planning, briefing and execution of digital marketing campaigns, including ecommerce, SEO/SEM, newsletter, social media, and display advertising.
• Manage email marketing campaigns and create compelling email content to drive conversions.

Social Media

• Manage social media accounts (FB, IG & TikTok) create engaging relevant content to increase brand awareness and drive traffic to the website.
• Maintaining the brand social media presence across all digital channels.
• Creation, conceptualization and presentation of social media strategy and integrated marketing campaigns - Set specific objectives and report on ROI.
• Monthly planning and creation of social media calendar.
• Identify social media influencers and drive partnerships for the brand.
• Management of influencer content briefs.
• Develop fresh creative ideas in line with social media content trends and generate new ideas to draw audience’s attention.
• Community management - Communicate with followers, respond to queries in a timely manner and monitor customer reviews, manage discussions on discussion posts.
• Maintaining and growing the brands social media presence and audience across all digital channels.
• Work with content creators and influencers to create engaging user content.
• Design and implement social media strategy to align with business goals.
• Generate, edit, publish, and share engaging content daily (e.g. original text, photos, videos, and news)
• Collaborate with other teams, like marketing, agencies, and customer service to ensure brand

Reports and Analytics

• Monitoring and evaluation of users' behaviour to derive suggestions for improvements.
• Monitor and analyse website analytics to identify areas for improvement and optimize content accordingly.
• Meet all global reporting requirements (KPI, Data, and Performance) when needed.
• Reporting with weekly/bi-weekly updates on best performing or underperforming creative with solution-based approach.
• Monthly reporting and presentation of social media reports.

Operational Partnerships

• Customer Service.
• Finance
• Merchandising
• Planning 
• Global Marketing Team.
• Internal marketing team.

Requirements

• Bachelor's degree required, with preference for business administration, communications, content, or marketing.
• 4 years of experience in the field. Familiarity with social media and marketing principles.
• Experience in consumer buying behaviours.
• Experience development video content and copywriting for digital content.
• Experience with content management tools preferred.
• Strong creative writing skills.
• Knowledge of the content management process ability to schedule posts and to track performance of social media platforms.
• Comprehensive understanding of fashion and retail.
• Knowledge of SEO and web traffic metrics.
• Good organisational and time-management skills
• Experience with blogging to achieve business goals.
• Excellent writing and communication skills.

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Online Order Process:

• Manage online, telephonic and email queries regarding customer orders
• Assist customers on processing product orders
• Banking details
• Follow up on parcels with warehouse and couriers
• Ensure all open orders are closed
• Meet deadlines and targets

Exchanges and returns:

• Assist customers with return requests and exchanges on all customer platforms with sound advise on alternative options
• Processing returns for exchanges, replacements and refunds on product bought by customers
• Follow up on replacement dispatchments with warehouse and couriers
• Arrange for collections on return requests and ensure that the process is completed within relevant timeframes

Customer Service:

• Manage online (Facebook, twitter, live chat, ticketing system, HelloPeter), telephonic and email enquiries
• Keep up to date with product information to resolve customer queries with detailed product information
• Investigate all customer complaints, action resolutions or feedback to relevant departments
• Generate repeat business through successful client follow-up and great customer service
• Discuss, analyse and resolve usability issues
• Respond to customer emails and office correspondence

Company Values:

• Delightfully Democratic
• People-Purposed Design
• Inherent Simplicity
• Imaginative Innovation
• Unapologetic Optimism
• Confidently Comfortable

General:

• Provide support to the team by ensuring all sales and service objectives
• Keep area clean and tidy
• Any other reasonable ad hoc duties that may be required

Education and experience:

• Grade 12
• At least 2 years’ working experience within a South African retail or similar Customer Service environment.
• Experience with Zendesk ticketing advantageous.
• Experience working with 3rd party tools such as payment gateways and courier portals.
• Experience in using social media platforms, online platforms and live chat platforms.
• Understanding of Ecommerce environment
• Understanding of Website back-end portal