Ecommerce Operations Strategist
1 week ago
Job Summary
The Ecommerce Operations Strategist will drive efficiencies and optimize e-commerce operations by leveraging customer trend data and analytics. This role collaborates with cross-functional teams to develop and implement initiatives that enhance customer satisfaction and operational effectiveness.
This position is responsible for identifying opportunities, streamlining processes, and enhancing the customer experience. The Ecommerce Operations Strategist oversees the eCommerce helpdesk to ensure smooth operations and resolution of technical and operational issues. Additionally, this role serves as the operations partner for the loyalty program, ensuring seamless integration of initiatives and addressing any operational challenges to support program success.
Key Responsibilities
- Work closely with key stakeholders to ensure that e-commerce operations and loyalty program goals are strategically aligned with organizational initiatives.
- Identify opportunities and establish plans to expand current operations while optimizing current practices.
- Partner with the store management team to assess e-commerce department performance, identify challenges, and recommend solutions.
- Develop and implement standard operating procedures (SOP) to ensure consistency and increase efficiency in the e-commerce department operations.
- Promote best practices that e-commerce department managers can utilize to enhance operations and the overall customer experience.
- Train, develop, and mentor e-commerce teams to build skills that align with company objectives.
- Act as the primary liaison with vendor partners, with responsibilities including data monitoring, trend analysis, and invoice reconciliation.
- Oversee the helpdesk team to ensure prompt resolution of technical and operational issues across e-commerce and loyalty platforms.
- Implement tools and workflows to improve Helpdesk efficiency and customer satisfaction.
- Regularly analyze helpdesk data to identify recurring issues and develop proactive solutions.
- Provide training and support to the helpdesk team to align with company standards and operational goals.
- Analyze online shopping data to provide recommendations that refine e-commerce operations.
- Leverage customer feedback to make informed decisions that enhance the shopping experience.
- Study customer preferences and develop processes that ensure e-commerce offerings meet and exceed customer expectations.
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