Job Purpose:

Develop e-commerce strategies to ensure sales targets and improve customer experience across online platforms, including setting clear objectives, policies and procedures for management, and his responsibilities include leading teams and managing operations to ensure effective workflow, collaborating with other departments to ensure successful implementation of e-commerce strategies, and continuously improving operations to keep pace with market changes and customer needs.
 

Responsibilities:

1.Develop and implement e-commerce strategies to achieve sales targets and improve customer experience across online platforms.

2.

Define clear management objectives in line with the company's overall objectives, and ensure that different teams understand these goals and their role in achieving them.

3.

Conducting the necessary research to follow up on the latest technologies and provide recommendations on the latest technical solutions for e-commerce.

4.

Continuously develop e-commerce processes to ensure adaptation to market changes and customer needs.

5.

Identify new opportunities for growth and make recommendations to the CEO on improving e-commerce strategies.

6.

Coordination with the Information Technology Department to develop electronic platforms to achieve the objectives of the Department.

7.

Prepare periodic reports on e-commerce performance, including: site sales, conversion rate, customer satisfaction, and order fulfillment efficiency.

8.

Oversee the order processing process from the moment the order is placed to the delivery of the product to ensure a seamless customer experience.

9.

Coordination with the Supply Chain Manager to design and follow up on shipping, transportation, and storage operations related to e-commerce.

10.

Coordinate with the Director of Business Development and suppliers to follow up on purchases and sales of products on electronic platforms.

11.

Coordinate with the marketing manager to plan and implement marketing campaigns for electronic platforms.

12.

Managing and following up the customer database and supervising its periodic update based on policies and procedures.

13.

Review and approve customer satisfaction surveys such as NPS (Net Promoter Score).

14.

Follow up and analyze customer satisfaction reports and recommendations.

15.

Work with stakeholders to develop products and services based on NPS results, and promote policies that increase customer satisfaction and enhance customer loyalty.

16.

Prepare regular reports containing problem analyses and recommendations for development, and submit them to senior management and relevant teams.

17.

Develop clear policies and procedures to deal with customer inquiries and complaints in a way that achieves their satisfaction.

18.

Lead the customer service team to ensure that all issues and complaints are addressed effectively and promptly.

19.

Develop standardized policies and procedures to facilitate collaboration between customer service and customer care to process requests and resolve complaints.

20.

Design effective processes and communication channels with other departments, such as marketing, supply chain, and customer service, to ensure business integration and smooth implementation.

21.

Manage the performance of team members periodically, and provide direct feedback to improve efficiency and achieve goals.

22.

Develop performance evaluation criteria based on key performance objectives and indicators (KPIs), and conduct periodic evaluations of team performance.

23.

Participate in the recruitment process and select the right team members through job descriptions, interviews, and candidate evaluation.

24.

Prepare and submit periodic reports to senior management on the performance of management

25.

Perform any other tasks within the scope of the department's work.



Requirements:

• Bachelor's degree in Business Administration, Marketing, or any related field.

 • Preferably hold an Advanced Customer Service Certificate, SEO, PMP, and CSE.

• More than 5 years of experience in the field of e-commerce management.