ECommerce Trade Operations Officer (Kuwait)

Location: Kuwait

Salary: 700 KWD 

The Trade Operations officer is responsible for the operational effectiveness of the business digital shopping experiences from a customer perspective. The role blends an excellent understanding of end-to-end ecommerce operations and project support. The role is both Tactical and Operational in Approach.

This role

• Support the Senior ecommerce Trade operations manager in all day-to-day businesses in the areas of OMS, CMS, warehouse operations, payment, logistics and customer service as well as in frontend operation
• Is responsible for the efficient trade operation of  Digital ecosystem and customer experience.
• Working closely with eCommerce Key stakeholders - IT, Logistics, GCS, and Finance

• Maximizes conversion rates in all digital environments through effective trade operation and process monitoring.
• Is a highly analytical, dynamic, and attentive individual who is adept at relationship building with internal and external clients.
• Identifies areas of improvement in day-to-day activities and work closely with the reporting manager to improve the customer shopping experience.
• Uses data, insights, and research to drive idea generation and decision making.
• Works seamlessly across the Key stakeholders forging strong relationships to deliver results.
• Ensures that assigned projects and enhancements are delivered on time and provide tangible returns.
• Identifies ways of improving profitability through improved processes and management.
• Ensures solutions are tested, resilient, optimised, and secure.
• Is highly technical and organised.

KEY RESPONSIBILITES

Trade Operations

• Responsible in part for day-to-day performance of the portfolio of brand websites.
• Working closely with brand, performance, delivery, IT and logistics teams to realise planned objectives, both Tactical and operational.
• Executes the operational strategy to ensure that trading is optimal at all times.
• Provide support down to campaign level and ensure that the customer experience is as intended for trading teams.
• Ensuring that the customer Journey is optimal across all digital properties.
• Achieving 99% on time support for any issue raised by the Trading teams.
• Build strong relationships with all departments connected to the ecommerce agenda and own communication lines with key stakeholders.
• Playing an important role for the customer fulfilment proposition, including delivery and operational excellence.
• Work seamlessly with IT and logistics, to execute the roadmap for physical customer satisfaction.
• Ensure that all customer facing digital properties and functions are running in an optimal way at all times.
• Fully focused on improving site/app speed/performance.
• Ensure that information provided on the digital properties is always up to date including the delivery matrix and store fulfilment.

Key Skills

• At least one years’ experience in a relevant digital role in ecommerce, marketplace or omnichannel business model with a proven record of success and delivery.
• 4-5 years of total work experience.
• Expert knowledge and experience of ecommerce operational structures and working practices.
• Agile individual with the ability to work autonomously in a demanding and ambiguous environment; you want to work in a fast-paced environment with constant change
• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Understanding of order lifecycle and ecommerce Customer Journey
• Ability to collaborate at multiple levels.
• The ability to translate data into actionable insights.
• Excellent communication skills, both written and spoken.
• Understanding of all digital KPIs controlling performance, ROI, NPS etc.
• Superior Excel / Sheets skills are a hard requirement (must know V-Lookups & Pivot tables)
• Self-starter with a high degree of initiative.
• Ability to multitask and prioritise.
• Outstanding attention to detail.
• Experience of using specialist digital/web tools and software packages.

Preferred Skills

• Fashion and beauty experience.
• Relevant degree or professional qualification.
• Working knowledge of HTML, Magento, Drupal, Google Analytics, Payment Gateway
• Experience of MENA markets

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