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eCommerce Customer Experience Manager/Business Analyst

Location: Midwest

Category: Direct retailer home goods, outdoor, kitchen, etc.

Are you innovative, consumer-centric and want to make a difference?

Work for a direct to consumer company with a half of century of experience. They offer a business casual, collaborative work environment and a flexible schedule. Work cross functionally, with a close knit group, as the subject matter expert on the customer and shopping experience for eCommerce.

If you work well cross functionally, are solution oriented, have A/B testing and ATG web commerce platform experience we need to talk.

Summary:

You will be responsible for the online customer experience for brands. This includes understanding the current online customer experience, analyzing competitor's customer experiences for industry specific customer expectations, identifying opportunities for optimization, and A/B and multivariate testing of the potential changes to customer experience on the websites.

The Customer Experience Program Manager is also the key contact between the eCommerce functional areas and other business partners (e.g. IS, Advertising, Customer Service) to identify, define and assist in the implementation of new eCommerce functionality and business process changes. A qualified individual for this position will possess strong project management skills, be fluent in eCommerce and content management systems, including its capabilities, system integrations and Customer experience.

The eCommerce Customer Experience Program Manager will have a deep knowledge of leading eCommerce industry best practices and the competitive landscape. This individual will manage the Business Process Specialist in their performing of workflow and impact analysis with recommendations for changes, business process optimization, release testing, end user training, data validation, etc.

Job Description:

  • Understand the current customer experience

  • Analyze competitor's customer experience for industry specific customer expectations

  • Interject industry best practices and technology into strategy and recommendations for change.

  • Identifying opportunities for customer experience optimization

  • Analyze user, customer and system needs and issues.

  • Primary contact with IS in the development of project requests/scorecards/ROI

  • Develop and/or review project lifecycle documentation including: project vision, business requirements, functional specifications, project benefits and costs, deployment strategies, training plans and materials, user manuals, other technical and business materials.

  • Occasional participation in roadmap and steering committee meetings to enlighten attendees, assist with prioritization and promote change

  • A/B and multivariate testing of the potential changes to customer experience on the websites Participate in related user groups, and/or other professional organizations

  • Conduct informal and formal presentations, including meeting facilitation

  • Identify potential process improvements through use, user interviews and other information gathering activities

  • Perform necessary research to fully understand business issues

  • May create Business Process Procedures and other documentation

  • Communicate business process changes

  • Coordinate and perform testing (unit, integration, performance, regression) for any implementation or upgrade

  • Provide input for End User Training, collaborating with trainers to ensure training curriculum and aids meet business needs; will conduct training in certain circumstances

  • Manage the business process specialist and drive their activities such as business process optimization, release testing, end user training, data validation, etc.

  • Bring competitive knowledge to marketing and merchandising activities within the team.

    Qualifications:

  • Bachelor’s Degree in eCommerce, Business, Marketing or other relevant study

  • Minimum of 5+ years of eCommerce experience in direct-to-consumer or wholesale businesses

  • Minimum 5+ years online customer experience and project management experience

  • Deep knowledge of leading eCommerce industry best practices.

  • Demonstrated understanding of web technologies, browsers, analytics, reporting and content management systems and processes

  • Experience using ATG eCommerce and related applications (e.g. Product recommendations, click to chat, Endeca Search, etc.)

  • Experience in developing data driven user experience strategies.

  • Proven ability to develop and document business requirements and project manage projects through implementation.

  • Bring competitive analysis and customer experience industry best practice research recommendations to recommendations for change.

  • Deep understanding of current business processes relating to the system(s), the inputs and outputs of the processes, and the resulting impact to the organization

  • Experience in managing direct reports

  • Experience in managing vendor relationships

  • Experience in managing cross-functional projects

  • Strong business acumen and analytical skills to drive strategy decisions

  • Excellent written and oral communication skills

  • Ability to partner and teams across functions

  • Highly organized, dynamic, detail oriented, creative, and analytical.

To apply send resume and salary requirements to sue@mpresource.com