eCommerce UX / UI & Business Analytics Manager
Abdul Latif Jameel Motors
Total des années d'expérience :11 years, 5 Mois
Lead SAP Hybris B2C E-commerce Parts Project from a Business Perspective
•Oversee and drive the implementation of the SAP Hybris B2C e-commerce parts project.
•Collaborate with the IT team and external partners to define project scope, timelines, and deliverables.
•Conduct business requirements gathering and translate them into system specifications.
•Ensure seamless integration of SAP Hybris with existing systems and processes.
•Coordinate user acceptance testing and provide training and support to end-users.
Lead Payment Gateway Project for E-commerce Website:
•Lead the implementation and integration of a new payment gateway for the e-commerce website.
•Collaborate with finance, IT, and external vendors to define project requirements and objectives.
•Ensure compliance with security and regulatory standards throughout the implementation process.
User Experience and Interface for E-commerce Website:
•Develop and execute strategies to enhance the user experience and interface of the e-commerce website.
•Collaborate with designers and developers to create intuitive and visually appealing interfaces.
•Conduct usability testing and analyze user feedback to iterate and enhance the user experience.
Manage Personalization on E-commerce Websites:
•Develop and implement personalization strategies to enhance the user experience and drive engagement.
•Utilize customer data and segmentation to deliver targeted and relevant content and product recommendations.
•Implement personalization tools and technologies, ensuring seamless integration with the website.
•Collaborate with marketing and product teams to define personalization goals and strategies.
Google Analytics for B2C E-commerce Website:
•Define and monitor key performance indicators (KPIs) to measure and report on website metrics.
•Generate regular reports and dashboards to provide insights into website traffic, conversions, and user engagement.
•Conduct in-depth analysis of data to identify opportunities for optimization and growth.
•Collaborate with marketing and product teams to align analytics objectives with business goals.
Business Analytics for Operational and Financial Reports:
•Develop and maintain a comprehensive reporting framework for operational and financial performance.
•Identify trends, patterns, and opportunities for improvement based on data insights.
•Present reports and findings to senior management, providing recommendations for strategic decision-making.
•Continuously monitor and evaluate the effectiveness of reports, adjusting as needed.
•Collaborated with cross-functional teams to implement process improvements, resulting in increased efficiency and cost savings.
•Utilized data analytics to identify trends and opportunities for process optimization and business growth.
•Proficient with Google Analytics tracking & analyzing E-Commerce business KPIs.
•Developed an E-commerce Operation Dashboard for daily tracking & monitoring.
•Creating & customizing E-commerce dashboards and reports on Google Analytics for tracking & analyzing business KPIs
•Developed concept for Automated Complaint Process System and initiated its SOP.
•Monitoring and analyzing shipment delivery lead time to maintain customer satisfaction
•Coordinating activities associated with shipping, receiving shipments, customs clearance and last-mile deliveries.
•Supervising customer service employees to ensure adherence to quality standards, deadlines and proper procedures while correcting errors or problems.
•Track and report customer data and shipment inflow and outflow success rate
•Management of Team activities involving tracing B2B shipments, ensuring customs clearance, customer inquiry & complaints management.
•Handling Key Accounts like Abdul Latif Jameel, General Electronics, Saudi.
•Investment Banks, Fransi Bank, Arab National Bank, DOW Industries and more.
•Liaising with FedEx Global HQ in Memphis, US for shipment clearance documentation and Regional Office in Dubai for standardization of business processes and SOPs.
•Quality assurance check of shipment delivery and follow-up with the station dispatch team.
•Providing a central point of contact for all operations departments, areas of request, maintenance, and repairs and/or Housing issues inside the KAUST Premises.
•Accuracy of grievance recording & system logging, escalating work assignment to the concerned service provider based on the criticality and the nature of the grievance.
•Time escalation of critical Health and Safety related issues to respective service managers and KAUST security team.
•Generated customer loyalty through successful complaint handling & timely customer follow-up.