Job Description

The E-Commerce Coordinator works with the E-Commerce Manager to increase sales through the online platform. Responsibilities include digital marketing tracking activities such as search engine optimisation, E-newsletters performance tracking as well as other duties including data analytics and content management. As a part of your job role, you will be coordinating with the E-Commerce Manager and to ensure an increase in E-Commerce turnover and conversion rates. Furthermore, you will be the first point of contact in all web operations and customer care queries. You will form an integral part of the business Omni-channel initiatives and provide support to the E-Commerce department.
E-Commerce Operations

• Ensure all E-Commerce operational activities are consistently executed according to Standard Operating Procedures and applications used (Returns Go, Error Optimize, Media 24 E-visibility, Media 24 recaps systems and courier partners).
• Ensure the order well for B2C for Ted Baker is always clear and orders are delivered according to the delivery lead-times for the brand.
• Work closely with the customer service team on all customer queries.
• Ensure that all packing requirements are followed correctly by the warehousing partner.
• Monitor returns with the customer service team and assist to reduce the return rate.
• Assist customer care with customer product re-selection options.
• Work closely with the merchandise planner and logistics to minimise cancelled orders.
• Managing customer queries and escalating when necessary.
• Place replenishment orders for packaging to dispatch all E-Com orders from warehousing partner.
• Provide ad hoc support to adjust the site, including front-end customizations, improving speed/performance, and other customizations as needed.
• Ad-hoc UAT for E-Commerce and omni-channel projects.
• Ensure all products are listed and enriched for the E-Commerce store.

Customer service

• Conduct customer surveys to gauge satisfaction levels. (NPS Score).
• Employ analytical skills to identify and resolve gaps in customer experience.
• Outline customer query responses for the Customer service team to communicate to customers.
• Document and maintain customer service policies.
• Update and maintain frequently asked questions on the website and the live chat.
• Ensure web forms are up to date and user friendly.

Performance tracking

• Ensure all tracking for ads performance is in place.
• Ensure all tracking tools are set up and up to date for E-Commerce.
• Ensure all the correct collections are created and correct links are supplied to agency for E-mailer and banner call to actions.
• Work through heatmapping tools daily and make improved user experience suggestions based on the findings.
• Monitor and analyse website analytics to identify areas for improvement and optimize content accordingly.
• Support the E-Commerce Manager in global reporting requirements (KPI, Data, and Performance) when needed.
• Reporting to the E-commerce Manager weekly/bi-weekly updates on user experience findings with a solution-based approach.

Online Inventory management

• Control E-Commerce inventory and pricing in line with Planning team communicate out of stock items to planners and ensure replenishment orders are placed.
• Ensure inter business stock transfers take place between regions to assist online customers.
• Assist with integration and stock alignment errors.

Requirements
Qualifications:

• Bachelor's degree required, preferably in e-commerce or a related field.

Experience & Expertise:

• Proven experience in mapping and managing online customer journeys.
• Strong background in direct marketing and e-commerce environments.
• Expertise in using Content Management Systems (CMS).
• Proficiency in various CRM platforms.
• Analytics: Advanced skills in Google Analytics, social media analytics, and mailer analytics. Ability to generate reports, analyze metrics, and implement testing or new initiatives to optimize performance.
• E-commerce Knowledge: In-depth understanding of e-commerce processes, including payment gateways, shipping, and inventory management.
• Hands-on experience with website merchandising and management tools.

Platform Proficiency:

• Deep expertise in the Shopify platform, including backend operations and functionalities.
• Advanced skills in Microsoft Office Suite.

Skills & Abilities:

• Strong troubleshooting and analytical skills, with a proactive approach to solving challenges.
• Ability to source and manage content to enrich the customer experience, increase conversions, and boost sales.
• Data-driven mindset, capable of interpreting analytics from Shopify and other tools to inform strategic decisions.
• Detail-oriented with a focus on enhancing customer journeys, from order placement to fulfilment.

Additional Requirements:

• Valid drivers license and access to a vehicle.
• Ability to adapt to change and thrive in a dynamic environment.
• Strong relationship-building skills, with the ability to collaborate effectively within a team.
• Excellent time management and task prioritization skills.
• Ability to identify and seize business opportunities to drive growth and improve performance.

Perks & Benefits

• You get to work for a rapidly expanding distributor with aspirational brands
• Gym & Shower facilities
• Personal Trainer
• Yoga
• Pension Fund
• Medical aid with Gap cover
• Staff Allocation (R10 000 Retail Value per annum)
• Staff discount (50% off for you and your family across all the brands within the group)
• Healthy Lunch subsidy
• Company performance incentive scheme
• Long-service incentives
• Holistic Employee Wellness programme
• The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.

Please consider your application to be unsuccessful if you have not been contacted within three weeks of the application date.