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Λέξεις-κλειδιά

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Περιοχή

Εταιρία:
PUBLIC & Media Markt
Ημερομηνία Δημοσίευσης:
14-01-21
Τύπος απασχόλησης:
Πλήρης
Κωδικός θέσης εργασίας:
0121 eComm CX Manager
Κατηγορία εργασίας:
Διοικητικά
Μάρκετινγκ - Δημόσιες Σχέσεις
Περιοχή εργασίας:
Δήμος Κηφισιάς

eCommerce Customer Experience Manager - Nea Kifisia

The largest omnichannel retailer of home/consumer appliances, electronics and entertainment products in Greece and Cyprus, co-created by Public and Media Markt, is seeking a talented and dynamic professional to join and develop further the eCommerce team with an:

eCommerce Customer Experience Manager

The candidate will be responsible for end-to-end customer experience from initial user entrance on our eCommerce websites and across customer’s journey. Customer Experience Manager will be responsible for analyzing & designing customer experiences across multiple channels from conception to solving ambiguous technical problems, architecture deficiencies, or areas where eCommerce services could improve related customer experiences, surprise and delight our customers!

Responsibilities:

  • Audience & customer behavior analysis (interaction touchpoints, storyboards, conversion paths)
  • Lead design efforts on "version 1.0" experiences by designing blueprints (wireframes, flow diagrams, personas, scenarios, journey & empathy maps & interactive prototypes) to support customer’s decision-making tactics and solve challenging CX problems
  • Work directly with other creatives to envision and iterate concepts and liaise with other departments to ensure delivery of high-quality products and services
  • Target appropriate methods and fidelity based on project objectives to obtain the results required from the onset of the project
  • Serve as the “consumer’s voice” inside the company, while providing deliverables that will assist our customers as their “advocate” during their digital journey
  • Collaborate with other team members on project-based activities reaching customer experience team to ensure the design/development and overall interaction with customers reflect positively on the company
  • Ensure a consistent customer experience by mapping end-to-end digital journeys across our websites

Job Requirements:

  • Minimum 2-3 years' experience in eCommerce environment or digital agency
  • Proven experience of implementing core principles of service design & CX/ UX
  • Design thinking to improve outcomes on and offline
  • Ability to create and analyze data to improve customer experience
  • Expert understanding of touchpoints across the entire customer journey
  • Passion on being up-to-date with the most recent design & technology trends
  • Out-of-the-box thinking
  • Ability to convert questions and assumptions into actionable research initiatives to improve the customer experience
  • Willingness to roll up your sleeves and fix problems in a hands-on manner
  • Experience working in a fast-paced environment

Desirable Qualifications:

  • Experience with data collection, user testing, research or behavioral sciences
  • Working with qualitive feedback (CSAT/NPS)
  • Experience in conducting A/B or multivariate testing
  • Knowledge of Agile process and principles
  • Record of previous results (like improving conversion rates, customer engagement or assisting on longer time spent on websites) or Portfolio of work demonstrating experience leading/managing the design of complex systems

Benefits:

  • Competitive compensation & benefits package
  • Dynamic work environment
  • Exciting opportunity to grow with the role
  • Great experience in a well-known and respected growing business

[To send your CV please click here.]

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