Online Manager H/F

Found in: Jooble CA O C2 - 1 week ago

Chertsey QC, Canada Aldena Associates Full time

You will oversee vendor relationships, call centre performance, and support European subsidiaries in achieving their CS goals. Collaborate with key partners from departments such as IT, Operations, and Supply Chain to ensure alignment and effective execution of e-commerce customer care strategies and projects.
Develop and manage vendor relationships (Call Centres and others): Identify, evaluate, and manage relationships with third-party vendors and service providers, ensuring they align with the company’s goals and deliver high-quality support services.
Oversee the day-to-day achievement and maintenance of agreed e-commerce CS critical metrics, reporting on Pan-EU operational and performance data.
Standardise for the efficient/optimised processes/features to support customer on e- commerce at the European level for pre-sale, purchase and post-purchase customer service: collaboration with different company subsidiaries is essential
Manage new/ongoing e-commerce projects for deliverables and outcomes
Collate the policies/procedures across the EU subsidiaries to improve overall customer experience (CX) and post-purchase experience (PPX) and standardise at the European level
Ensure compliance and data protection: Stay aligned with relevant data protection regulations, such as GDPR, and ensure the security and privacy of customer data in alignment with company policies and legal requirements.
Collaborate with the partners amongst local subsidiaries, BPOs, Europe and HQ level across CS to Marketing/Sales teams for the realisation of requirements
Work with the CS and Marketing/Sales Digital teams to streamline and standardise online (and online à offline) contact journeys.
Monitor and report on performance: Establish performance tracking mechanisms, generate regular reports, and analyse data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
Work towards expanding and optimising self-service options for customers, using technology and automation to improve efficiency and customer satisfaction.
Experience of held a managerial role in eCommerce platform/strategy projects, like Project Manager, Delivery Manager or Technical Manager in eCommerce Service or Marketing team
Familiarity/knowledge on eCommerce Platforms/Process such as Hybris, AEM, alesforce, ServiceNow, Zendesk etc. Experience in a contact centre environment with exposure to digital (i.e. chat, big data) service would be an advantage
Strong project managing and organisational skills with attention to detail
Strong interpersonal skills and inter-cultural working background (experience at the regional HQ of global brand is a plus)
Analysing large datasets to identify patterns, trends, and insights
Technical, analytical, and presentation skills with a high degree of self-motivation and can-do demeanour with strong MS office skills
In addition, must be able to manage multiple projects and often competing priorities
and the operational efficiency (e.g. contact centre cost saving, increase multi-skilled agent etc.)
Join our team and contribute to our mission of providing outstanding customer experiences and driving business growth.
Pension contribution
~Holiday – 25 days per annum plus bank holidays
~ We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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