We have an excellent opening for an e-commerce Operations Coordinator to join a leading high value retail chain. This is a role requiring excellent technical skills.
The position reports into the e-Commerce Trading Manager and oversees the CMS, making sure that all user interface options operate seamlessly.
Responsible for ensuring the stability and optimal performance of the website to deliver the best experience for both internal business and external users. Monitor customer journey, making use of A/B testing and other metrics/tools to suggest UX/UI improvements and identify opportunities to improve and increase CRO. Work closely with digital agency partners to support further insights and recommendations.
Responsibilities/Objectives:
CMS Management
• Manage the day to day website updates and overseeing the ecommerce co-ordinator to ensure that the website assets are updated as required in line with all trading activity both online and offline.
• Responsible for actioning and verifying discount code and basket rule functionality.
• Works closely with ecommerce merchandising and digital marketing to ensure all required information is received in a timely manner.
• Ensure the website navigation is kept up to date and always seasonally appropriate
• Constantly review opportunities for website improvements to enhance customer experience
• Monitor and understand all customer touchpoints in the onsite customer journey and their browsing behaviour and analyse insights to suggest improvements to increase CRO and improve UX.
• Work closely with the ecommerce team to monitor, analyse and suggest improvements to the UI and be responsible for overseeing their implementation.
• Work closely with internal and external partners (as required) to manage and ensure accuracy of data/product feeds
Systems management
• Further develop knowledge and understanding of all internal systems and processes (including Magento, RTD, GA, DeSL and Aptos) and possess effective skills within Microsoft Excel and Office.
• Knowledge and understanding of A/B testing (AB Tasty or similar).
• Work with the Ecommerce Merchandiser to action price management for web promotional activity, ensuring accuracy of data input onto the systems
• Produce and analyse reports as required to support the delivery of commercial targets.
• Develop and monitor a plan for continual assessment and improvement of the website and associated user experience
• Be the key link between the wider ecommerce team and development requirements
Trading & Commercial Awareness
• Undertake analysis of weekly sales reports to interpret and present back department performance and to identify Best and Worst selling products, key drivers and taking appropriate action
• Use A/B testing to understand visitor pain points and be responsible for decreasing bounce rates
• Assist in maximising revenue and margin through online channels with daily analysis of metrics and core KPIs and suggesting appropriate courses of action
• Work closely with internal colleagues and external partners to review and ensure best practise for SEO and that any recommendations are implemented promptly
• Manage and oversee the process of building campaign emails, working closely with the digital designer to ensure all necessary assets are available as required and liaising with the digital marketing manager to confirm audience selection
• Regular input into the online planning process including homepage/landing page changes where appropriate, to drive and maximise sales accordingly.
• Able to demonstrate understanding of the Client’s customer profile by carrying out regular online competitor analysis and communicating feedback in the appropriate way back to the team.
• Produce and interpret daily sales information accurately and communicate this back commercially to the team.
• Key contact point with Customer Services team to ensure best possible end to end customer shopping experience and any enquiries/issues are promptly answered and resolved
Administration
• To competently plan and organise workload to ensure administrative tasks are completed accurately, on time and allow for completion of ad hoc tasks as required
• Takes responsibility to proactively communicate to the team any identified issues so that resolutions can be prompt, to achieve the required deadlines or critical dates.
• Assist in producing weekly and daily reports and responsible for distributing to the wider business as required
• Takes ownership to ensure all documentation and systems are maintained and kept accurately up to date with the required information.
• Ensure all business information on the website is kept up to date and accurate