eCommerce eRetailer Operations Manager

At
Nespresso
, our mission is to create the highest quality, most sustainable cup of coffee
.
By caring for our employees, our farmers, the environment and our customers, we are dedicated to connecting our community with the best possible products and customer experiences
.
POSITION SNAPSHOT
Location: Head Office, Bangkok

Company: Nestlé

Department: eBusiness

Full-time

Minimum 3-5 years of experience in eCommerce platforms or enablers

A DAY IN THE LIFE...
Own the Day-to-day running of Nespresso [Lazada, Shopee, Tiktok] digital boutique

• Assist National eCommerce Manager in designing and executing the yearly content and commercial plan for all "not-owned" eCommerce channels, in cooperation with local and HQ eBusiness teams including campaigns integration and features implementation.
• Define, Plan & Activate all commercial and promotional activities on the Nespresso Digital Boutique, including project management for set-up, test and final publishing tasks.
• Manage and optimize the Nespresso Digital Boutique visibility by understanding eRetailer partner's merchandizing tool, shopper path to purchase and by designing the best promotion scheme accordingly.
• Cooperate with the relevant teams in HQ, in the market and with local operation partners to ensure availability of the latest content (copy and visuals) & products, according to Nespresso's global and local campaigns plan.
• Ensure cooperations between Market + HQ stakeholders and the [eRetailer Name] counterparts to optimize the relevant performance marketing activities & investments.
• Cooperate with internal stakeholders to optimize the orders' manual validation process.
• Escalate any major issue affecting conversion rate, new member's activation or volume of online sales to relevant Market & HQ stakeholders
• Support all other departments to implement their projects that have an online dimension impacting the Digital Boutique on the partners website.

Develop and maximize the performance of the Nespresso [Lazada, Shopee, Tiktok] digital boutiques

• Monitor digital KPIs with a strong focus on customer journey & behaviors.
• Monitor customer feedback on [eRetailer Name] boutiques from all available sources
• Build Insights on Online Customer Journey and turn them into actions from campaign initiative and merchandising optimizations to maximize channel performance.
• Optimize digital channels backend performance with relevant stakeholders
• Monitor external, site centric and CRC indicators to report and consolidate digital KPIs (sales, brand ranking, conversion funnel, average basket, customer's complaints, channel share…)

Concur to the overall eBusiness objective of providing best-in-class digital customer experience:

• Actively participate in Market sales operations and eRetailers meetings to provide inputs and recommendations on existing activity ROI and to offer insights on new relevant eRetailing opportunities.
• Design and manage the yearly plan in cooperation with local and HQ eBusiness teams including campaigns integration, new features implementation.
• Participate in the roll-out of new personalized user experience features in cooperation with CRM and eBusiness team.
• Share best practice, monitor local competitive solutions and participate in the definition of tomorrow's next generations of eCommerce solutions on Nespresso Boutique

ARE YOU A FIT?

• Minimum 3-5 years' experience in eCommerce platforms operations management (experience with enabler is preferred)
• Knowledge of Omni-channel business management would be a plus
• Possess e-Commerce business acumen, sensitive to local e-Commerce trends
• Good analytical skills performing sales figures analysis
• Detailed minded, flawless execution ability, responsible with excellent organization and coordination skills
• Quick learner, good interpersonal & communication skills to deal with different stakeholders including local and headquarters
• Ability to work in a multi-cultural environment
• Google Analytics Certification is a plus