Customer Experience Specialist

1 week ago

Melbourne, Victoria, Australia beBeeEcommerce Full time $60,000 - $100,000

Job Role:

We are seeking an Ecommerce Specialist to join our team. The successful candidate will be responsible for the visual merchandising of our product range on our websites, improving navigation and discoverability of products we sell.

The role partners closely with our Purchasing team, requiring a deep understanding of our product categories through market research and data analysis to create the optimal shopping experience for our customers.

This is a perfect role for a customer-centric individual with a sound understanding of optimising customer shopping journeys and experiences.

Key Responsibilities:

  • Building knowledge of categories, and how customers shop the categories, through extensive online research, close collaboration with the Purchasing team, and deep dive into Google Analytics and other web data.
  • Researching product specification requirements in all categories to set the standards of product information to source from suppliers.
  • Working closely with the Purchasing team to implement product merchandising best practices and quality control processes.
  • Performing ongoing maintenance and updates on site, including navigation, search optimisation, category and product page updates, to keep the content fresh, engaging and in line with the promotional plan and seasonal trends.
  • Conducting customer and competitor research to build a deep understanding and best-in-class category merchandising.
  • Analysing visitor browsing, purchasing behaviour, and customer journeys across multiple channels, devices, and touchpoints, to ensure our visual communication places the customer front of mind.
  • Supporting data analysis to drive business and inform product strategies, including regular reporting and research.
  • Partnering with Purchasing, Marketing, and Engineering teams to support website improvement initiatives.

Requirements:

  • University Degree qualified in a relevant field (Marketing, Communications or similar).
  • Experienced in Online Merchandising, Digital Marketing, Website Layouts, Category Management or CX functions; preferably in a Retail or Ecommerce environment.
  • Possession of a passion for understanding consumer behaviour and improving customer experience.
  • Highly analytical and ready to delve into data.
  • Experience with web analytics tools (e.g. Google Analytics) is preferred.
  • Exceptional multitasking abilities.
  • A whiz with Microsoft Excel (we're talking VLOOKUP and pivot tables, not SUM and AVERAGE).
  • Inquisitive and ready to be challenged.

About Us:

As a pioneer in the Australian e-commerce industry, this role offers a unique opportunity to work with an incredible team and shape the future of e-commerce in Australia and New Zealand.

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