Ecommerce Manager
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الوصف الوظيفي It was launched on 21st June 2020 in Kuwait and has future plan to expand in GCC countries UAE, Bahrain, Oman, KSA, Qatar etc on phased manner. A) EXPERIENCE AND EDUCATION REQUIREMENTS 1. Bachelor’s degree or equivalent work experience in B2C/B2B Ecommerce operations. 2. 3 years or more of related experience (REQUIRED) in handling website content, processes, administration, web standards, accessibility and SEO best practices. 3. Customer service experience and the ability to deal with difficult customers is essential 4. Excellent organisational skills and ability to prioritise 5. Team player with a sense of team spirit 6. Ability to build external and internal relationships and partnerships 7. Ability to plan and prioritise with patience 8. Ability to manage multiple tasks and deliver to deadlines 9. Takes responsibility for solving problems 10. Communicates effectively and openly 11. Continually looks for efficiency gains, shares best practice and suggests process improvements 12. Local Client visit : Day-to-Day if required 13. Regular Day-Shift Full-time : 9:00am to 5:00pm Saturday To Thursday ( based on responsibility the task must be completed and monitored form anywhere and anytime. B) WILL BE ADDED ADVANTAGE WITH BELOW EXPERIENCE /SKILLS a. Minimum 2 / 3 years of experience working on Google and web analytics b. Extensive knowledge of CSV batch product imports, attribute sets, working with and manipulating data. c. Extensive knowledge of SEO / PPC d. Extensive knowledge of Digital Marketing in Instagram / Facebook / GDN / YouTube / Outdoor Advt. / Print Media. e. Extensive knowledge of mainstream design apps f. Experience with product data management g. Minimum 2 years of experience working as a site administrator on Magento e-commerce websites. C) SUMMARY OF RESPONSIBILITIES: TO WORK IN TEAM AND TRAIN THE CALL-CENTER, OPERATIONS & CUSTOMER SERVICE STAFFS AND FOLLOW-UP ON DAT-TO-DAY BASIS. • Manage Operation Team • Manage Call center Team • Coordinate with GulfSweets Accounts & HESABE accounts The Ecommerce Operations Manager is responsible for supporting all aspects of GULFSWEETS.COM and the digital marketing with ecommerce strategy and tactical implementation. This role requires extensive direct interaction with Kuwaiti & Arabic Customers, Ecommerce, Marketing, Customer Service, and IT teams to ensure alignment and integration within the organization’s online marketing, implementation, testing and QA process for Ecommerce efforts that interface with the organization’s web and IT systems. Lead day to day operations of the eCommerce operations team, in conjunction with the CEO of Ajwan International Co.WLL Lead a continuous improvement mindset in the team, looking for and implementing fresh ideas for to improve the customer experience. 1. Lead integration with call center, operation staff and customer support 2. Train and develop Ecommerce team members to challenge them and prepare for the next level 3. To deal promptly and professionally with customer email and telephone enquiries. 4. To be UpToDate with Government Ecommerce Law 5. Follow-up as per the rules of Kuwait Government and change operation procedure of GulfSweets Ecommerce with approval of CEO 6. Guide and advise potential customers with the aim of converting to purchase 7. Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of GulfSweets in the customer’s mind and adhering to corporate terms & conditions 8. To monitor the GulfSweets - website & Apps for issues which might deter customers from buying and to suggest then implement ways of combating these issues 9. To investigate payment issues and monitor all orders for fraud 10. To request refunds accurately in the systems 11. To liaise with the Finance Team in order to sort out any issues relating to refunds or returned items. 12. Complete monthly reporting of customer service statistics, showing email and order volumes 13. Work collaboratively with E-Commerce Call Center & Operations Staffs (Customer Service) on usual or high impact. 14. Produce templates that streamline processes and keep these updated 15. Follow-up with Operation staff and manage the vendor website UpToDate with product, price, images and details in GulfSweets 16. Follow-up with IT staff and manage the website for optimum performance and for daily-back-up 17. Follow-up with IT & Operation staffs and manage the Main banners images, App loading banner, Hot Deal banner, Special Offer banner, web-site contents on Day-To-Day basis. 18. Update CEO on all critical subject much in advance and seek approval for plan of action on day-To-Day basis. NOTE : Roles & Responsibilities will keep changing and enhanced/added etc. المهارات Manage GulfSweets Team such as Operation, Call Center, Delivery Team, HESABE Payments, Accounts and new sections if included as part of GulfSweets to develop, implement in conjunction with the management team. regulations as per the rules of Kuwait Government. For any change in operation procedure of GulfSweets update management for necessary actions. Generate monthly reports of GulfSweets sales and update management on all critical issues and required plan of actions much in advance to seek approval. All operation aspects including decisions related with action plan FOR and ON-BEHALF of GulfSweets Vendors, B2B Clients, Corporates Clients, Customers, Grow-Map Vision, Financials, Vendor Commissions/ Percentages, Vendor Membership Fees, Vendor Promotional Activity Charges, Staff Team Salaries, Marketing, Legal Issues / Contracts / Agreements, Hiring Staffs, Review Operational Invoices and ensure they are submitted to accounts for payment can be decided by Operation Manager and must be in conjunction and prior approval with Deputy General Manager, CEO Of Ajwan International Co WLL and Chairman of Caesars Group Of Companies. تفاصيل الوظيفة https://www.bayt.com/ar/kuwait/jobs/ecommerce-manager-4300776/ |
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