Site Experience & eComm Ops Manager at Horizontal Talent in Stratham, New Hampshire

Job Description:

Hybrid or remote in Stratham, New Hampshire

Job Description :

Job Description: Coordinator Site Experience and Ecomm Ops

Position to be based in Stratham, NH and open to Hybrid and/or Remote possible.
Position Overview:

As the Coordinator of Site Experience and Ecomm Ops, you will be responsible for creating and implementing strategies to enhance customer engagement, loyalty, and personalized experiences across our digital platforms. Your role will focus on improving the experience on the site, enhancing brand loyalty, and driving revenue growth through innovative and data-driven strategies.

WHAT YOU WILL DO:
1. Technology and Tools: Assist with the implementation, management and testing of technology solutions to enhance the site experience and loyalty program efficiency and effectiveness.
2. Data Analysis: Utilize data analytics to monitor the effectiveness of loyalty, personalization, and site experiences. Continuously assess customer behavior, preferences, and engagement metrics to refine strategies and optimize results.
3. Operations: Assist with management of multimillion dollar budget, including creation of requisitions, POs and prompt receipt and payment of invoices across multiple vendors. Partner with our Business Ops team to maintain hygiene of our store locator database.
4. Content Personalization: Build out personalized content throughout the site, including product recommendations, promotions, and messaging, to resonate with individual customers.
5. Testing and Optimization: Conduct A/B testing and multivariate testing optimize the UX and CX for timberland.com and timberland.ca, including loyalty program components and personalization strategies. Implement data-driven optimizations to maximize engagement and conversion rates.
6. Customer Insights: Analyze Voice of Customer programs with the goal of collecting insightful data, surfacing and reacting to trends to improve CX.

HOW YOU WILL DO IT:

• Become the customer's biggest advocate, ensuring a frictionless experience on the site
• Partner closely with Analytics team to optimize toward key KPIs and create new reports and models to measure impact and effectiveness of programs
• Partner with the Site Merchandising, Marketing and Content teams to drive both the TREE and PRO businesses through continuous optimization
• Work with Customer Care team to react quickly to customer complaints and identify areas for improved CX
• Work with key vendors (Powerreviews, Monetate, SOCi, Medallia, Bazaarvoice, etc.) to implement the latest platform capabilities and enhancements
• Coordinate with the technology teams to execute business and user acceptance testing prior to the launch of new features, campaigns/promos, seasonal launches, etc., and monitoring the website for any post-launch bugs.fDevelop partnerships with fellow leaders within the brand portfolio, Global brand team, regional partners and external partners

WHAT SUCCESS LOOKS LIKE:

• Deliver a best-in-class and highly optimized ecommerce experience
• Meet all established Ecomm KPIs in partnership with the Ecomm and Digital Marketing channels

SKILLS FOR SUCCESS: Years of Related Professional Experience: 3 - 5 years Educational Position Requirements: A formal education and subsequent undergraduate/graduate degrees are nice to have, but we are most interested in your total experience and professional achievements.

• Digital analytics tools (Adobe, Omniture, Google Analytics, Excel)
• Strong strategic and tactical skills, as well as technical skills to understand the E-Commerce market to create demand and generate revenues.
• Must possess exceptional communication and presentation skills. Ability to present and lead executive conversations with the Executive Leadership Team
• Excellent analytical skills with ability to interpret and translate data into actionable insights.
• Detail oriented and a multi-tasker in equal measure
• Strong interpersonal and project management skills
• Demonstrate self-sufficiency balanced with team partnership
• Familiarity with the following is a plus:
  • Asset publishing and content maintenance with a Content Management System (Coremedia preferred)
  • Familiar with project management systems (Wrike, JIRA)

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