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Full-time
E-commerce Assistant Manager

at Recruit Digital in Bryanston

Our client is looking for a E-commerce Assistant Manager in Johannesburg.

Explained below is what expected from the successful candidate. If that's you don't be hesitant to APPLY!

JOB SUMMARY:

The E-commerce Assistant Manager is there to support the E-Commerce Projects Manager with efficient handling of day to day e-commerce front and back-end operations, platforms, go-lives, UAT and QA testing, reporting, content updates, and ensuring that all site experiences, systems and tools adhere to best practices and enable overall company objectives.

This role requires proficient knowledge of all our client's sales platforms as well as efficient handling and processing of pre-sales, sales and customer service enquiries and all related administration. An indepth knowledge and review of all IT programmes is essential, especially Content Management Systems. This role is chiefly responsible for compiling e-commerce website statistics, reports and analysis. The E-commerce Assistant Manager is also expected to assist with web content creation as necessary. The E-commerce Assistant Manager will also assist with the creation of top-quality content for all digital platforms as necessary.

RELATIONSHIPS:

Both external and internal relationships.

KEY SKILLS AND REQUIREMENTS:

- E-commerce operation and web management experience.

- In depth knowledge and high level of comfort with digital web platforms and technology especially content management systems.

- UX and UI knowledge beneficial.

- Adobe and Photoshop skills beneficial.

- Fluent verbal and written business communication in English essential.

- Sales & Customer Service experience.

- A high level of initiative and ability to work on multiple projects at once under tight deadlines.

- Ability to identify issues, effectively communicate needs and quickly learn new concepts and technical details.

- Strong organizational, communication, strategic and problem-solving skills.

KEY JOB FUNCTIONS AND RESPONSIBILITIES:

 

Ecommerce Operation:

- Effective use and excellent knowledge of all e-commerce related platforms and processes including but not limited to HAS (Hospitality Administration System), Sitefinity, the Microsoft Office 365 suite, SharePoint, JIRA, Google Analytics and our Customer Service platforms.

- Interacting closely with the e-commerce sales team, Sales team, IT and Marketing team to gather, monitor and analyse performance data and provide feedback on existing buying trends.

- Working with the E-commerce Projects Manager to ensure that the e-commerce platforms remain technologically competitive and innovative in content, form and functionality.

- End to end e-commerce user experience performance analysis and optimization identification and implementation.

- Creation, implementation, management and amendment of site content, images, layout and documents on the content management system (Sitefinity) as required.

- Assisting the E-commerce Projects Manager with tracking implementation, milestones and development deadlines relating to e-commerce site releases, changes or updates, including but not limited to, one or more of the following:

o Conducting the UAT (user acceptance tests) testing within assigned projects and developed software.

o Tracking e-commerce testing results by prioritizing and logging any defects picked up as well as retesting once defects are corrected by the development team.

o Executing test data and configuration requirements. Developing and managing quality assurance discipline to ensure optimal customer experience for all site updates.

o Carrying out further quality assurance checks on content, layout, functionalities and flow of the eCommerce platform and related systems weekly or as required.

o Executing post-production checks on e-commerce platform to ensure fully tested, high quality and consistent product delivery.

o Taking ownership of and completing project tasks on a timely basis.

o Collaborating with the E-commerce Projects Manager, Marketing and Design Teams to develop site content, functionality, style and layout.

Sales and Customer Service:

- Responding efficiently to leads and queries generated from the various e-commerce platforms of the client. Also to work as actively possible to streamline the processing of queries.

- Drawing up responses to customer queries and requests in accordance with the standards and procedures.

- Providing exceptional pre-sales and sales service and support. - Proficiency at processing sales requests, orders and supporting processes.

- When necessary, channelling requests to the correct department for investigation.

- Timeously following-up requests and updating systems. - Assisting the Customer Service team with technical questions, queries and reporting as and when required.

- Assisting the E-commerce Projects Manager with releasing customer communications and ensuring that the online team meets all pre-defined communication milestones.

- Ensuring that all complaints, queries, or feedback received from customers - which is logged on the Ecommerce website or via e-mail - is responded to within the contractual time-frame.

Processes:

- Participating in the continual review of the e-commerce processes to ensure that they are relevant by eliminating pitfalls and identifying potential improvements relating to online processes to deliver the best possible user experience.

- Participating in periodic reviews of the standard responses, processes and procedures to ensure that they are relevant to the prevailing conditions of our events, as well as keeping the rest of the team informed.

- Interacting closely with the Customer Service team, IT and Marketing, to gather, monitor and analyse performance data and provide feedback on Webshop buying trends and customer queries.

- Refining and improving online customer experience and purchasing sales processes.

Systems, Tools & Platforms:

- Effective use and excellent knowledge of all digital e-commerce related platforms and processes including but not limited to HAS (Hospitality Administration System), the Microsoft Office 365 suite, SharePoint, JIRA, and our Customer Service platforms.

- Working with the E-commerce Projects Manager to ensure that the e-commerce platforms remain technologically competitive and innovative in form and functionality.

- Assist with usability testing of E-commerce online tools.

Reporting:

- Working together with the E-commerce Projects Manager to develop systems/reports which accurately monitor and report on metrics (including but not limited to): Sales statistics, e-commerce websites customer statistics, and website performance.

- Chiefly responsible for the accurate compilation and on-time delivery of Marketing and Webshop related reports.

- Generating reports from Google Analytics to analyse website traffic and user's engagement metrics as well as reports from the Hospitality Administration System to analyse customer purchasing.

- Providing results from trends, ideas and insights to improve website experience.

Marketing Assistance:

- Creation of content to support marketing team as required. Multiple spoken languages (FIFA languages) a bonus.

- Helping with the marketing of any new products, and identifying opportunities to promote products in consultation with the E-commerce Projects Manager, the Marketing team and the Sales team.

- Uploading and management of all marketing content to various web platforms.

Ad hoc tasks:

- You will be required to assist with ad hoc tasks as and when required. - The nature of our client's events is such that it may be necessary to amend or add to your responsibilities as we get closer to events and you will be required to perform any task that is allocated to you, specific to the projects at hand.

GENERAL SPECIFICATIONS:

- Working hours are 09:00 - 18:00 - Monday-Friday. Due to the nature of the business the you will be required to work after hours and on weekends as required.

- The E-commerce Assistant Manager agrees to:

o Diligently carry out duties assigned by the project manager of any projects he/she may be involved in, and his/her immediate line manager.

o Ensure that all appointments are scheduled and that his/her immediate line manager is always aware of his/her movements.

o Copy at least the project manager specific to the subject of the correspondence or his/her line manager on all correspondence sent out.

o Provide his/her full support to the client in meeting deadlines which require his/her input.

o Manage telephonic and consultative queries and respond to information requests and queries.

o Manage and treat all matters of a confidential nature, oral or written with tact and discretion.

o Communicate appropriately with colleagues, clients and other stakeholders.

o Demonstrate a positive attitude to his/her work, his/her manager and his/her colleagues.

o Work collaboratively with the wider team of the client.



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Published at 29-01-2019
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