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Senior eCare Manager

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Senior eCare Manager needed for a 6 month contract to start as soon as possible or early July.

Job Purpose

Drive enhancements to the online customer experience and to related offline business processes. Area of focus will be account management.
Identify insights from site and customer data through analysis.
Engaging with skakeholders at all levels to disseminate insights and make actionable and fact based recommendations.
Securing stakeholder buy-in to proposed changes and drive the delivery of site / process enhancements.
Stakeholder in delivery of projects that impact existing customers and the website.

Principle responsibilities

Support the delivery of the online targets: Self Service Index, online transactions, cost savings, cost avoidance, online sales volumes, ebilling volumes, Net Promoter Score and customer satisfaction/dissatisfaction.
Develop site measurement that provides insights into customer behaviour
Drive the ongoing development of measurement which reflects customer activity on the site and which monitors the business processes underpinning the customer experience.
Manage performance against target, initiating and delivering corrective action where appropriate.
Collaborate with members of the eCommerce teams to identify and deliver best practice activities (e.g. conversion, measurement, etc).
Collaborate with specialists (e.g. within Customer Operations) to ensure the optimum customer experience is delivered, measured and maintained.
Conduct ongoing analysis of the site data to extract key insights. Propose clear and actionable recommendations for site enhancements to colleagues within the eCommerce teams based on these findings
Review and analyse customer satisfaction data (including customer verbatims).
Work with product teams and key projects to lead delivery of excellent online customer experiences.

Required critical behaviours

Self-motivated and tenacious

Required key skills (functional / technical)

Strong communication skills
Strong relationship building skills
Analytical skills with experience of online measurement
Knowledge of Excel preferred
Strong team player with ability to manage virtual teams
Strong presentational skills plus powerpoint

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