Key responsibilities for this position include, but are not limited to:Collaborate on developing e-commerce customer experience and operational plan to support business objectives and sales goals across business unitsCollaborate across functions and within OBS to effectively integrate e-commerce into digital ecosystem and activitiesCollaborate with Marketing Specialists to ensure alignment with business unit prioritiesProactively manage online sales touchpoints including owned and partner sitesManage e-commerce inventory levels and pricing as per PM & SH requirements for all productsSyndicate relevant e-commerce data for retail partnersAnalyse data and performance of e-commerce customer experience to draw performance insights, identify gaps and suggest improvementsOnline customer journey mapping and orchestration & improvementManage online customer experience optimising for sales and customer sentiment, including:Process & journey mappingSurveying a subset of customers to understand satisfaction levelsManage all CRM / direct communication deployment, measurement and reportingImplement CRM campaigns to engage, retain, upsell and recruit prospectsExecute campaigns using different communication tools including e-mail, sms, push notifications etc.Database management of Personal Identifiable Information (PII)Increase data collection across all touchpointsEnsure data is clean and managed in compliance with local legislation and global policyImplementation of global CRM tools to utilize, manage and optimise CRM data for marketing campaignsSegment data into audiences and enhance and refresh data constantlyExecute campaigns using different communication tools to target and interact with our database (including e-mail, newsletter, sms, push notifications, whats app business etc.)Proactively optimise all activities towards KPIsLiaise and manage vendors effectively to ensure efficient operationDevelop best practice standards based on industry accepted customer experience metrics Operational responsibilities:Understanding of an online customers journey from Order placement to fulfilment and beyondAnalytical skills to quickly assess rifts in experienceUploading plans, CEs, POs, invoices, vouchers, process payment once proof of work receivedDevelop briefs for BUs to improve customer experience within departments Required Qualifications and Experience:Relevant qualification or experience in Data Analytics/Process management.5+ years experience in Customer ServiceExperience in online customer journey mapping and orchestrationExperience in a direct marketing and e-commerceUnderstanding of the retail e-commerce space & customer journeyExperience using various CRM toolsCMS knowledgeProficiency in Google Analytics, Adobe Analytics, and Audience Manager preferred.Market analysis and trends Required Competencies:Content and asset management, campaign analytics / insights reporting, ROI analysisStrong process management skillsSolid customer communications skillsStrong presentation and writing skillsResults oriented and self-motivatedStrategic thinkerAttention to detailAbility to work well under pressure and within tight deadlinesAbility to multi-task on a number of various tasks at handAssertive and output based