Ecommerce Manager

Job Description

GULFSWEETS, is looking for an experienced ECOMMERCE OPERATIONS MANAGER to direct its e Commerce team and integrate with Call Center. GULFSWEETS is division of Ajwan International Co.WLL ? Caesars Group Company.?It was launched on 21st June 2020 in Kuwait and has future plan to expand in GCC countries UAE, Bahrain, Oman, KSA, Qatar etc on phased manner.?A) EXPERIENCE AND EDUCATION REQUIREMENTS1. Bachelors degree or equivalent work experience in B2C/B2B Ecommerce operations. ?2. 3 years or more of related experience (REQUIRED) in handling website content, processes, administration, web standards, accessibility and SEO best practices.?3. Customer service experience and the ability to deal with difficult customers is essential?4. Excellent organisational skills and ability to prioritise?5. Team player with a sense of team spirit?6. Ability to build external and internal relationships and partnerships?7. Ability to plan and prioritise with patience?8. Ability to manage multiple tasks and deliver to deadlines?9. Takes responsibility for solving problems?10. Communicates effectively and openly?11. Continually looks for efficiency gains, shares best practice and suggests process improvements12. Local Client visit : Day-to-Day if required?13. Regular Day-Shift Full-time : 9:00am to 5:00pm Saturday To Thursday?( based on responsibility the task must be completed and monitored form anywhere and anytime.?B) WILL BE ADDED ADVANTAGE WITH BELOW EXPERIENCE /SKILLSa. Minimum 2 / 3?years of experience working on Google and web analyticsb. Extensive knowledge of CSV batch product imports, attribute sets, working with and manipulating data.c. Extensive knowledge of SEO / PPCd. Extensive knowledge of Digital Marketing in Instagram / Facebook / GDN / YouTube / Outdoor Advt. / Print Media.e. Extensive knowledge of mainstream design appsf. Experience with product data managementg. Minimum 2 years of experience working as a site administrator on Magento e-commerce websites.?C) SUMMARY OF RESPONSIBILITIES:TO WORK IN TEAM AND TRAIN THE CALL-CENTER, OPERATIONS & CUSTOMER SERVICE STAFFS AND FOLLOW-UP ON DAT-TO-DAY BASIS.? Manage Operation Team? Manage Call center Team? Coordinate with GulfSweets Accounts & HESABE accounts The Ecommerce Operations Manager is responsible for supporting all aspects of GULFSWEETS.COM and the digital marketing with ecommerce strategy and tactical implementation. This role requires extensive direct interaction with Kuwaiti & Arabic Customers, Ecommerce, Marketing, Customer Service, and IT teams to ensure alignment and integration within the organizations online marketing, implementation, testing and QA process for Ecommerce efforts that interface with the organizations web and IT systems. Lead day to day operations of the eCommerce operations team, in conjunction with the CEO of Ajwan International Co.WLLLead a continuous improvement mindset in the team, looking for and implementing fresh ideas for to improve the customer experience.?1. Lead integration with call center, operation staff and customer support2. Train and develop Ecommerce team members to challenge them and prepare for the next level3. To deal promptly and professionally with customer email and telephone enquiries.4. To be UpToDate with Government Ecommerce Law 5. Follow-up as per the rules of Kuwait Government and change operation procedure of GulfSweets Ecommerce with approval of CEO 6. Guide and advise potential customers with the aim of converting to purchase7. Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of GulfSweets in the customer?s mind and adhering to corporate terms & conditions8. To monitor the GulfSweets - website & Apps for issues which might deter customers from buying and to suggest then implement ways of combating these issues9. To investigate payment issues and monitor all orders for fraud10. To request refunds accurately in the systems11. To liaise with the Finance Team in order to sort out any issues relating to refunds or returned items.12. Complete monthly reporting of customer service statistics, showing email and order volumes13. Work collaboratively with E-Commerce Call Center & Operations Staffs (Customer Service) on usual or high impact.?14. Produce templates that streamline processes and keep these updated15. Follow-up with Operation staff and manage the vendor website UpToDate with product, price, images and details in GulfSweets 16. Follow-up with IT staff and manage the website for optimum performance and for daily-back-up17. Follow-up with IT & Operation staffs and manage the Main banners images, App loading banner, Hot Deal banner, Special Offer banner, web-site contents on Day-To-Day basis.18. Update CEO on all critical subject much in advance and seek approval for plan of action on day-To-Day basis.?NOTE : Roles & Responsibilities will keep changing and enhanced/added etc.??

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