Ecommerce Analytics Specialist

2 weeks ago

Belrose, New South Wales, Australia Pandora Jewelry Full time

The eCommerce Analytics Specialist is responsible for analysing the performance of the website and providing omnichannel consumer data insights to influence decision making and to deliver material commercial improvements.

As the lead in reporting, this role is responsible for day-to-day, weekly, monthly, quarterly and yearly reporting to provide clear, concise and credible commercial insights to improve conversion, basket size, sales, and customer experience.

This role will also assist in ad-hoc analytics requests including site visitor behavior, journey analysis, identify customer pain points, improvement opportunities and financial model building.


Key accountabilities

Leadership

  • Partner with eCommerce trading peers, and crossfunctional teams to share actionable insights to impact commercial trade functions positively across Operations, Fulfilment, Call centre, IT & Merchandising at both global and local levels
  • Develop and train team members in reporting and analysis to foster and nurture a high level of commerciality within the team

Strategy

  • Support the team around building business cases doing competitor benchmarking and help to size the impact of potential opportunities identified or build value estimation calculators partnering with Finance so that projects can be prioritised accordingly.

Performance

  • Ensure that daily operational forecasts are accurate within agreed tolerances
  • Take the lead in daytoday and weekly reporting for the local eCommerce business including KPIs, promotions, marketing channel performance, product insights, order cancellation, returns, customer voice across all touchpoints etc. and build dashboards and workspaces as needed to empower the team with the data.
  • Provide clear, concise and credible commercial insights with the eCommerce trading team to boost conversion, basket and sales
  • Create a/b tests to reduce friction points in the customer journey and improve the experience.
  • Evaluate the consumer and website behavior across all Digital channels to find related and unrelated patterns and propose tests to increase conversion.
  • Partner with digital marketing / CRM / BI teams to understand the online customer behaviors vs. instore and find out areas of opportunities
  • Support cross functional teams with commercial insights around personalization & customer loyalty
  • Monitor any website noise around out of stocks and alert the merchandising inventory allocation teams for weekly replenishment.
  • Support consolidating all customer feedback from all touchpoints including reviews, customer survey tools, call center, and social sentiment, analyse the patterns, get to the root cause and share insights with team to resolve the issues.
  • Streamline all 3rd party reports and dashboards and share insights systematically

Pivotal and professional qualifications

  • At least 25 years' experience in a data analytical or eCommerce trading role
  • Previous experience working closely with merchandising team preferred
  • Previous experience working in omnichannel retail required

Personal Competencies

  • Have a strong background in using Adobe Analytics or equivalent
  • Experience with using BI tools like PowerBI, tableau, QlikView or equivalent
  • Understanding of key elements that impact digital eCommerce e.g. customer journey management, website personalisation, online merchandising, A/B and multivariate testing, customer segmentation, basket abandonment analysis and competitor benchmarking
  • Experience in analysing complex data and large data volumes
  • Track record of identifying growth opportunities from data analysis
  • Ability to communicate complex analytical findings in a way that is understandable for business stakeholders

THE REWARD
We are the largest Jewellery brand in the world and our people are an integral part of our success. Our commitment to unforgettable career progression is just the start.

We offer a competitive rewards package that is second to none including:

  • Generous staff discount on all Pandora products
  • A day off on your birthday
  • Opportunities for development
  • Health care package
  • STIP Bonus
  • Hybrid set up: 3 days in our stunning office at Belrose, 2 days working remotely

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