E Commerce Manager
Lamar Egypt
مجموع سنوات الخبرة :8 years, 4 أشهر
• E-Commerce Account Management:
1- Create a comprehensive game plan for all E-Commerce accounts.
2- Manage the assigned budget effectively.
Negotiate, acquire new accounts, and renew existing
3- Customer Development Agreements (CDA) within company policies and the allocated budget.
• Operational Excellence:
1- Lead the flawless process of invoice collection and credit increase for our top e-commerce customer.
2-Drive the activation of initiatives in the e-commerce channel, including PO1 initiatives.
• Marketing and Compliance:
1- Maximize marketing rights by implementing branding, promotions, and activations for e-commerce.
2-Collaborate closely with Marketing and Legal teams to ensure alignment.
• Customer Service and Integrity:
1- Maintain accuracy, integrity, and timeliness of customer servicing by coordinating with internal units (Execution, Legal, Commercial, etc.).
2- Ensure performance and compliance with CDA terms, taking corrective action when necessary
• Strategic Planning and Presentation:
1- Collaborate directly with upper management to develop and present plans for new initiatives.
2- Focus on improving the company’s online presence and driving e-sales.
• Lead Generation and Conversion:
1- Generate Leads: Proactively identify potential clients and create leads.
2- Contract Signing: Successfully sign contracts with new accounts.
3- Onboarding: Facilitate a smooth onboarding process for new accounts on our application.
• Client Relationship Management:
1- Post-Contract Support: Provide ongoing support to build strong partnerships with our clients.
2- Effective Communication: Act as the primary point of contact between signed accounts and our company.
3- Timely Deliveries: Ensure accurate and timely delivery of products and services to clients.
• Strategic Business Development:
1- Business Reviews: Conduct regular business reviews with accounts. Identify opportunities for growth and improvement.
2- Upselling and Cross-Selling: Explore avenues to upsell and cross-sell additional products or services to existing accounts.
3-Sales Monitoring: Keep a close eye on daily and monthly sales performance for each account.
• Coaching and Performance Enhancement:
1- Coaching Calls: Conduct coaching calls with restaurant managers.
2- Analyze current issues affecting performance and provide actionable solutions to improve key performance indicators (KPIs).
3- KPI Briefing: Brief restaurant managers on KPIs for effective performance measurement.
• Technical Support:
1- Device Usage: Ensure restaurant managers face no technical issues while using our platform.
2- Working Hours and Menu Items: Confirm working hours and menu details with vendors during onboarding.
• Vendor Onboarding:
1- Welcome new vendors and guide them through the setup process.
2- Performance Tracking: Keep track of restaurant performance history and proactively follow up to ensure sustained success.
• Documentation and Reporting:
1- Outcome Documentation: Document outcomes, analysis feedback, and any escalations.
2- Daily Reporting: Regularly report performance outcomes to the direct manager.
• Content Projects:
1- Internal and External Collaboration: Manage content projects in collaboration with Sales, Marketing, and Restaurants. Ensure consistency and alignment with our brand.
• Content Management:
1- Website and Mobile App Updates: Regularly update and maintain content on website and mobile application. Ensure accuracy, relevance, and user-friendliness.
2- Interdepartmental Communication: Collaborate with other departments to facilitate seamless daily operations.
• Problem Identification and Resolution
1- Hardware and Software Solutions: Identify and recommend appropriate hardware and software solutions for clients.
2- Troubleshooting: Diagnose technical and network issues promptly and efficiently.
3- Installation and Configuration: Set up and configure hardware and software components.
• Client Interaction:
1- Follow-Up: Ensure that resolved issues stay resolved by following up with clients.
2-Issue Pinpointing: Engage with clients to understand their technical problems and swiftly resolve them.
• Knowledge Documentation: Maintain internal databases and manuals with technical insights and solutions.
• Handle Calls: Manage incoming and outgoing calls efficiently.
• Follow-Up and Campaigns: Conduct follow-up calls, occasional campaigns, and callbacks alongside regular inbound calls.
• Customer Satisfaction: Strive to achieve the highest level of customer satisfaction.
• Multichannel Support: Address inquiries, requests, and complaints via various channels (phone, fax, email, etc.).
• Collaboration: Communicate with other Customer Service sub-divisions (e.g., credit, customer support, activation) to resolve customer inquiries.
• Efficiency: Achieve daily staffed time targets to minimize lost call rates.
• Product Knowledge: Provide comprehensive information about Orange products and services.