Global eCommerce & Customer Satisfaction Manager
Reports to: EVP of Operations
Position Description
The Manager, Global eCommerce & Customer Satisfaction Manager provides innovative leadership and forward-thinking, in building a successful and profitable eCommerce solutions platform business while leading, guiding, and directing the Customer Satisfaction team. The Manager is responsible for all aspects of our eCommerce business, including profitability, vendor management related to award fulfillment for Rewards and Recognition and Loyalty Programs, providing business analytics, monitoring customer satisfaction levels, and influencing/integrating operational processes, thoughts, and ideas across the company.
Major Responsibilities
Global eCommerce:
- Craft and present to Company leadership an eCommerce business plan
- Oversee the company’s domestic and international online catalog utilizing authorized suppliers including Merchandise, Gift Cards, Electronic Gift Cards, Event Tickets, Individual Travel and Prepaid Rewards Cards
- Responsible for Vendor management & relationships including due diligence, on-boarding, annual reviews, and ensuring service levels are maintained; identifying potential vendors related specifically to award fulfilment.
- Configuration of catalogues and site content using in-house systems
- Lead product pricing, strategy, review and negotiation
- Develop and provide data analytics for strategic accounts – schedule and conduct client business reviews.
- Assist with Coordinating Sweepstakes Programs when needed, including legal filings.
Financial Contribution to Co. Profitability:
- Monitors reporting, financial & operational metrics.
- Executes operating plans and tactics to attain short- and long-term financial and mission-critical operational goals.
- Monitors financial and operational metrics to measure achievement of objectives.
- Invoice auditing and reconciliation.
Customer Satisfaction:
- Lead, guide, and direct all aspects of the day-to-day operations of the Customer Satisfaction Team for client incentive programs such as Rewards and Recognition, Sales Contests, and Loyalty programs.
- Responsible for operational tasks such as order processing, cancellations & reporting
- Trouble shoot and manage operational/reporting issues to ensure a swift resolution and communication .
- Assist and troubleshoot with order query management.
Transformational Leadership:
- Be transformational – Meet (listen intently); Involve create the forum to share thoughts/ideas and discuss issues); Mobilize (see the possibilities & influence action/change)
- Personify a passion for new ideas, thoughts, & opportunities for growth – exhibited by consistently initiating value-added thoughts, ideas & solutions.
- Skillful at modeling/leading interdependency, collaboration & two-way communications.
- A solutions practitioner nimble, approachable open to different points of view (mental agility), with a keenness to adapt (to situations and people) and exhibit Emotional Intelligence.
- Strong appetite for accomplishments and results.
- May require out of town travel 2-3 times a year for trade shows and industry events
- Other duties as assigned
Key Competencies:
- Bachelor’s degree in business or related degree
- Minimum of 3 years’ experience in eCommerce supplier management/supply chain, or a similar role
- Four to seven years successful customer-centric program leadership and merchandising experience
- Strong knowledge, use, and implementation of technology resources (e.g., Salesforce, MS Office Suite, data analytics, etc.)
- Experience working with/in headless eCommerce platforms. Znode or industry experience a plus.
- Experience setting up different international eCommerce store fronts and numerous catalogs.
- Sound business intelligence - understanding of financial principles, tools, with strong attention to detail, analytical thinking, and problem-solving skills.
- Strong and effective communicator - “sells”/presents ideas from a business foundation (facts/details)
- Delivers extraordinary customer satisfaction.
- Strong and effective negotiation skills - Negotiates best product, price and delivery with all vendors.
Critical Success Factors:
- Profitability, achieve/exceed operational & financial goals on time and within budget, finger always on the pulse.
- Customer satisfaction – study, develop and implement customer-centric operational processes, solutions, etc.
- Deliver on business commitments - master at execution (builds a culture of accountability & high-achievement) – plans for the unexpected, gains efficiency through technology, increases productivity through people.
- Thinking Contribution – forward thinking (sees the possibilities) – consistently initiates/presents new ideas, thoughts, opportunities to drive eCommerce growth/profitability.
- Transformational Leadership - Exhibit Next Level CARES values, (Collaborate, Accountability, Respect, Ethical, Service)
Direct Report(s):
- Customer Service Representative
- Customer Service Representatives
- Merchandising/Customer Service Representative
- Customer Service Operations Coordinator