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Associate Manager, Multi-Channel Customer Experience

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Our client, a major Global eTailer, is looking for an Associate Manager of Multi-Channel Customer Experience to join their team. This individual is responsible for the Customer experience for web and mobile customers. In this role, you will be responsible for performing competitive analysis and coming up with new ideas/site enhancements that delight the multi-channel customer. You'll collaborate with senior staff and execute short-term, mid-range and long-term strategies to meet business goals.

Daily responsibilities:
- analyzing daily site operations (for example traffic patterns, uptime, comments from surveys)
- developing reports for senior staff and cross-functional or third party partners
- creating/defining new website features by collaborating with senior staff and Product Management; recommending roadmap for site enhancements and new products or categories; developing business requirements; working with Senior Business Manager and third parties to approve product requirements documents and functional testing in quality assurance; and ensuring end-to-end fulfillment testing of new products for all delivery methods.
- managing/analyzing product and service assortments, delivery channels, margins, costs, and budgets to drive sales by creating and using financial reports to analyze business results; collecting, segmenting, and analyzing information related to product performance, trends, forecasts, competitors and industry information to perform analyses; identifying and recommending new products, services, or actions based on past sales performers and competitor/market trends; collaborating with suppliers on business trends and assortment; executing promotional activities; and collaborating with headquarters to coordinate online and in-store business activities.

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