Group Director of E-Commerce
Gulf Systems Group
مجموع سنوات الخبرة :20 years, 8 أشهر
- Creating a strategic plan to increase sales by developing new products, updating website content, and generating new leads
- Organizing and overseeing the group's online advertising campaigns to generate traffic to the websites
- Strengthening relationships with existing suppliers to ensure steady product flow
- Monitoring competitors’ activity to identify new opportunities for growth or threats to the business
- Managing the marketing budget to ensure that it aligns with the goals of the campaign
- Determining which online channels are most cost-effective for reaching target audiences
- Creating a strategy for websites optimization to increase conversion rates and drive up sales
- Developing and implementing a digital marketing strategy that aligns with business goals
- Creating and managing an inventory of products available for purchase on the website
- Responsible for various facets of online operations, business planning, and marketing strategies
- Providing thoughtful analysis of market trends, strategies on how to increase brand awareness, insight on increasing online sales, and ways to improve customer acquisition and retention
- Overseeing and driving sales to the companies’ online store in order to optimize the user experience
- Managing the online presence and leveraging the Omni-channel fulfillment to maximize orders from numerous channels (including production lead times and inventory levels to prevent stock-outs) and creating an online marketing strategy for an e-commerce business, there are numerous considerations - including a budget, digital marketing KPIs, growth trajectory
- Responsible for cross-functional collaboration to manage and direct all aspects of the e-commerce business
- Building a strategy, planning, developing, and executing content plans
- Overseeing the generation of promotional materials and campaigns
- Monitoring performance analytics, website traffic, and product performance
- Improving and managing fulfillment supply chain operations
- Creating a consistent customer experience across multiple channels, starting with brand awareness, all the way through fulfilling and delivering customer orders
- Driving monthly and yearly revenue budgets and targets in coordination with category heads, finance, and e-commerce team
- Formulating and driving weekly and monthly trading and promotional strategies as well as tactics, with the buyers and the category managers which in turn drive marketing, visibility, and merchandising plans
- Driving the daily tactical plans with the online merchandising and marketing teams
- Building Year-Over-Year e-commerce and Omni-Channel projects and product development
- Managing and supervising all aspects of order processing from receiving the order via our e-commerce channel website or App to delivery, reverse logistics, and customer satisfaction
- Planning and executing end-to-end marketing and visibility plan covering SEM, paid ads, affiliate programs, website, mobile web, mobile app, social media, e-mail newsletters, SMS, app push notifications, and other marketing channels in coordination with marketing and commercial teams
- Directing digital marketing teams and/or agencies toward customers’ acquisition/retention plans with a clear focus on optimizing Cost of Acquisition (COA) / Cost Per Result (CPR) / Return on Ad Spend (ROAS)
- Working with the technical teams and/or technical partners to build a best-in-class e-commerce platform (Website/App/PWA)
- Ensuring effective web merchandising and search terms optimization.
- Ensuring smooth catalog listing on the website with media-rich content to enhance the user experience all the time
- Continually enriching UI & UX by identifying and driving new features and additional improvements on the website (with particular attention to the mobile web) as well as the app
- Ensuring continual SEO optimizations (On-Page/Off-Page/Content) and continuously evaluating performance to ensure optimum organic traffic
- Coordinating and working with other e-commerce channels (ex. Marketplaces)
- Monitoring and analyzing the market trends, and competitor activities and providing the suggested action plans accordingly
- Generating and implementing new sales and marketing initiatives to increase e-commerce sales and profitability
- Leading the strategic development and roll-out of a best-in-class loyalty program
- Managing all aspects of web analytics related to e-commerce and communicating relevant information to team members, executive leadership, and cross-functional partners (KPI Based on Performance Evaluation)
- Analyzing, reviewing, recommending, and building strategic and tactical changes on the marketing strategy and assets that drive significant and sustainable business growth and profitability by increasing visitors, improving conversion rates, capturing larger average order sizes, and managing margin performance
- Playing a key role in the definition and delivery of agreed E-Commerce financial goals, including Revenue, Margin, and ROI
- Working collaboratively with key cross-functional teams (Operations, Sales, Marketing, Customer Service, IT, Finance, Logistics, HR, and Others) to deliver our key business objectives
- Building, coaching, developing, and growing an excellent world-class, high-performing team; covering media strategy, performance marketing, conversion optimization, contents management, order fulfillment, and after-sales customer service
- Developing the overall customer engagement for the ultimate shopping experience of our customers and ensuring that our products are presented more beautifully online in different countries (Multi-Store E-Commerce Portal)
- Owning the responsibility of analyzing, developing a high-business-class customer engagement loyalty program, which will be applied worldwide to serve our clients around the globe while maintaining customers’ segmentation, personalization, and marketing automation
- Developing, communicating, and executing a digital strategy based on rigorous quantitative analysis, data science, and marketplace insights to increase the organization digital user base and to optimize and drive profitable revenue growth through all E-Commerce channels
- Developing and monitoring content strategy and promotional campaigns ensuring maximum product exposure across the website and all marketing channels in alignment with marketing direction and inventory
- Overseeing the digital marketing strategies and plan driving traffic to site, increasing sales and loyalty program online engagement including direct marketing, search marketing, social marketing, affiliate marketing, mobile marketing, etc.
- Overlooking the day-to-day management of online trading to ensure effective and timely delivery and continuous growth through sales optimization and customer satisfaction in line with the commercial business plan
- Managing a flexible order-sourcing strategy that can reduce logistics and distribution costs since order sourcing is often set up to be fulfilled by the closest geographical location while maintaining the returns process through “returns authorizations”
- Striving to continually uncover and identify new marketplace and customer tendencies, in addition to a keen understanding of “what must come next” from a category standpoint with a focus on expanding the organization E-Commerce business
- Developing and managing web analytics and metrics reports to deliver timely performance assessment and insightful recommendations to improve sales and profits, and sharing them all with the top management and internal partners, who can monitor customer results, behaviors, insights, and trends and provide a benchmark for actionable insights
- Owning the responsibility of promoting the company both internally as well as externally
- Established and operated rules and regulations, assisting in the planning, development, management, and implementation of policies
- Providing the required support for start-up activities, contractor operations, offshore agreements
- Providing leadership, direction, and supervision for the operation and management of activities
- Owning the responsibility for evaluating, analyzing, and monitoring the performance of orders fulfillment operations
- Owning the responsibility of implementing and maintaining quality assurance processes
- Owning the responsibility for preparing and presenting oral and/or written reports/recommendations within areas of assigned responsibility, while maintaining periodic reports to determine possible problems, trends or other items of concern to be brought to the top management attention
- Managing the resources assigned to the tasks to optimize the utilization of these resources
- Ensuring the highest on-time performance and headway adherence, while providing effective counsel and guidance, manages personnel, and rendering performance appraisal evaluations
- Developing and implementing the global marketing strategy for the development and management of the business brand and branding, E-Commerce & loyalty systems (using Oracle ATG Commerce based reward and loyalty system, PLUS CRM)
- Owning the responsibility of the business architecture, functionality, development, and performance of the online business, and worked closely with the key people within the organization as well as external 3rd party agencies to maximize the achievement of business goals
- Working towards aggressive growth targets on an annual basis to ensure profitable growth and strategic change
- Owning the responsibilities of Ajlan & Brothers Company’s marketing presence, including the marketing strategies and plans, marketing policies, business development, roll-outs, and ongoing operations of B2C, B2B, and B2B2C relationships for Ajlan & Brothers Company
- Managing the implementation of Oracle ATG Web Commerce with the Oracle partner's team in the USA
- Managing all aspects of the site, both locally and regionally, to improve products, features, and capabilities that will drive sales and increase brand recognition to support our online strategy while managing customers’ rewards and loyalty programs and campaigns (shopper experience)
- Developing and managing all aspects of consumer-facing online channels (Website, Facebook, Twitter, Instagram, YouTube, Blogs, etc.), namely strategy, operation, product, marketing, technology, and functional aspects of the web presence
- Maintaining an excellent client-retention rate, grew client roster and sales consistently through keen relationship building
- Managing the budget including all creative and shooting costs
- Managing a flexible order-sourcing strategy that can reduce logistics and distribution costs. Order sourcing is often set up to be fulfilled by the closest geographical location
- Managing, controlling, and maintaining the returns process through “returns authorizations”
- Preparing and executing the marketing planning calendar for each season, promotions, and mailer campaigns
- Managing digital marketing and multi-channel marketing plans and strategies using keywords techniques and tactics, search engine optimization (SEO), search engine marketing (SEM), social media marketing (SMM), pay-per-click (PPC/CPC), and pay-per-impression (PPM/CPM)
- Managing the KPIs benchmarks from the analytics, market researches, and competitive analysis
- Leading the performance of corporate social responsibility activities (Society Services)
- Preparing and conducting focus groups interviews with customers and store employees and analyzed store layout, location, sales performance, and operational role of headquarter and channel in overall retail strategy
- Managing and conducting the direct & digital marketing plans, strategies, and activities that would be helpful for Lead Generation and Conversion while applying all majors’ promotion activities and providing 100% results for our real estate business
- Managing the development and execution of corporate branding identity and Marketing plans in line with the company’s strategy and objectives
- Managing the training of the customer service team to provide a superior service to our customers
- Leading the development and execution of the digital strategy to launch and commercialize new properties
- Managing the delivery of all forms of media communication, working with advertising and media agencies, and ensuring the delivery of PR and corporate communication to the target audience
- Managing and coaching remote teams (100+) in Cairo, Colombo, Manila, London, France, and Hong Kong
- Managing and implementing HSBC marketing campaigns in the Middle East and North Africa with coordination with HSBC regional marketing team based in Dubai (Headquarters)
- Managing the content operations and ensuring smooth on-site production operations
- Managing end-to-end projects, planned and scheduled project timelines and milestones using appropriate tools
- Managing and leading all website re-branding and migration management, including quotation, scoping, prototyping, execution, and deliverables that support business goals in collaboration with senior management and stakeholders
- Managing and conducting the digital and marketing activities for all groups of companies those fall and operate under Abdullah Al-Othaim Holding Company (Abdullah Al-Othaim Hyper & Supermarkets, Abdullah Al-Othaim Malls, and Abdullah Al-Othaim Brands)
- Planning and managing Abdullah Al-Othaim reward and loyalty program “IKTISSAB إكتساب” which brought about 280K registered users within 3 months from launching the program
- Managing the digital marketing activities using Multi-Channel Marketing Tools including indoor and outdoor advertising, commercial TV and Radio ads, social media channels like (Facebook, Twitter, YouTube, Instagram, LinkedIn), and Media Production while applying the online marketing and SEO techniques and methodologies
- Analyzing and reporting the statistical information periodically to the top management in the form of a Dashboard, which is showing the performance of the marketing department
- Creating the customer service unit, then hiring, training, conducting, and supervising the customer service team who was and still serving Abdullah Al-Othaim Customers and/or Shoppers 24/7
- Managing the customers’ satisfaction and the shoppers’ experience throughout the periodic on-site surveys was handled by the market research team with coordination with the customer service department
- Managing mega campaigns for Abdullah Al-Othaim Malls (Riyadh “Khurais and Rabwa”, Buraida and Alhasa) like Fun Day Campaign at SaforiLand, 50% Discount on food, buy one and Get one free campaign PLUS the hypermarkets’ weekly campaigns as well
- Leading the media sales activities across the company and developing the media sales strategy by following the company’s objective, since I was having very good relationships with the vendors, tenants, and 3rd party agencies as well. So, we drove unexpected income from these activities
- Owning the responsibility of keeping the development of the shopper experience strategy and monitoring its implementation, so that I can correct any deviations (if found)
- Managing the development and the execution of corporate branding identity and Mall Marketing plans in line with the company strategy
- Managing the malls’ events and activities calendar to always ensure attracting more and more shoppers and visitors to our malls regularly
- Managing and conducting all the “corporate social responsibility” (Society Service) activities with coordination with the Public Relations department to ensure that it is reflecting the company’s brand, identity, and contribution to the Saudi Arabia community
- Managing and coached Cairo marketing team and reported Cairo day-to-day operations and tasks as well to the top management in the USA
- Conducting the recruitment process (when required), and managing the evaluation of the entire team on a timely basis, and raising the reports to the head office in the USA
- Leading and conducting technical communication with the clients to gather the projects' information and ensure that our clients are satisfied with our products and services and they are getting superior customer service and support
- Managing a high caliber team in terms of doing the tasks/works assigned to them, using the best practice latest technology to fulfill all the customers' requirements
CERTIFICATES - Certified E-Commerce Professional - Certified Internet Webmaster - ISO Certified Internal Quality Auditor (ISO 9001:2008)
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