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Jobs or company...

E-commerce Experience Manager

Salary undisclosed
Checking job availability...
Original
Simplified
  • Customer Experience Research & Benchmarking
  • NPS Monitoring
  • Localization Program Management

This role will be to support defining customer experience and feature priorities through market research, customer insights/NPS analysis, and localization program management.

Responsibilities
  • Customer Experience Research & Benchmarking:
  • Conduct market research on the Japanese shopper/ecommerce trends, focusing on:
    • Customer preferences and needs: Identify key drivers and pain points for online and offline shoppers for Phones in Japan.
    • Competitive landscape: Analyze competitor strategies, strengths, and weaknesses in customer experience for the company's online and physical store features/experiences.
    • Cultural nuances: Provide insights into Japanese cultural factors that influence online shopping behavior, such as communication styles, payment preferences, and delivery expectations.
  • Deliverables:
    • Market research presentations: Provide comprehensive reports with actionable insights and data-driven recommendations.
    • Competitive analysis: Conduct competitive analysis to track and benchmark against competitors for key features.
    • NPS Monitoring:

  • Monitor & analyze NPS trends for the company's online store in Japan:
    • Monitor NPS trends in Japan, identifying areas of strength and weakness in the customer experience.
    • Analyze NPS survey verbatims to understand customer sentiment and identify key drivers of satisfaction and dissatisfaction. Develop recommendations to address key issues and improve NPS.
    • Collaborate with cross-functional (XFN) stakeholders to implement short-term tactical fixes, as necessary.
  • Deliverables:
    • NPS reports: Provide regular reports on NPS trends and verbatim analysis, highlighting key insights and recommendations for improvement.
    • Localization Program Management:

  • Stakeholder Engagement: Coordinate and manage logistics for stakeholder engagement sessions, including meeting logistics, managing agenda(s), and document(s).
  • Localization Quality Improvements:
    • Localization QA: Collaborate with teams to conduct thorough testing and quality assurance of localized content.
    • Tracking, management, and reporting: Utilize bug tracking tools to effectively track, manage, and resolve localization bugs related to the Japan website and marketing materials.
Qualifications
  • Language Proficiency: Native-level Japanese language competency; Professional-level English competency with a proven track record of success with Japanese & global stakeholders.
  • Deep understanding of the Japanese market: Extensive knowledge of Japanese consumer behavior, cultural nuances, and business practices.
  • Proven experience in market research: Strong research skills with experience conducting secondary research and synthesizing available primary research & data sources to present a compelling case for change.
  • Strong communication and interpersonal skills: Ability to effectively communicate with stakeholders at all levels, both in Japanese and English.
  • Experience with localization: Familiarity with localization processes and best practices.
  • Excellent project management skills: Ability to manage multiple projects simultaneously and meet deadlines.
  • Technical proficiency: Proficient in using project management tools, bug tracking systems, and productivity software.

We regret to inform that only shortlisted candidates will be notified / contacted.

Job Reference: Sarah Siaw / JN -012025-47177

EA Registration No.: R22108392, Sarah Siaw Hui Xia

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544