Digital Channels Optimizationand & Transformation Sr. Manager
Orange - Jordan
Total years of experience :16 years, 6 Months
Responsible for strategizing group digital channels Sales development for group Informative platform, Ecommerce Web & App, Digital Loyalty program, Fintech, Orange Care app and CRM to enable the growth of digital-originated experience and to move from Multi-Channel to Omni-Channel, having a digital native and customer-centric approach to provide (convenient, consolidated, and seamless customer experience and journey) and emphasize customer's situations, perceptions, and expectations to improve business growth.
Moreover, designing an efficient digital organizational structure in terms of clearly defining the digital channel's business needs, creating efficient onboarding processes and workflow within cross-functional teams, developing business cases & requirements for product development and improvements in line with business strategy.
Lead country Omni-channel eCommerce and digital transformation projects by possessing a holistic and deep understanding of the elements of profitable e-commerce revenue and operations in terms of Strategies & Planning, Merchandising, Categories & Product Management, Digital Marketing, Site Experience, NPS, Digital Loyalty Program, Marketplace Partnerships Fulfillment & Last-mile, and other technical aspects of website management.
Manage and collaborate with cross-functional teams on all aspects of omni-channel eCommerce business including Assortments & diversity, content development, mapping & customer journeys, traffic acquisition, digital analytics, conversion performance, CRM, Promotional campaigns and advertising agenda to boost GMV across digital channels.
During that period, I have been launched successfully multi transformation & omni-channel projects to enhance customer experience and boost channels sales and revenue:
Ecommerce App and Web Platform.
Food & Non-Food Categories with 35k+ assortment range.
E-Commerce Marketplace Partnerships.
CRM, Digital Loyalty & Reward Program.
Net Promoter Scour.
Carrefour Now (Express Delivery), less than 60 min.
Last Mile & Fulfilment (Centralize WH and in-Stores Fulfillment).
Click & Collect, Scan & Go service, e-Specialist & e-Valuate Trolley.
During this period, I have full ownership on all commercial KPI’s in terms of Sales, Revenue and Profitability, Strategies & Planning, Projects Management, Merchandise & Sourcing, Marketing Strategies, Commercial Regulations and Operations as well as leading vendors negotiation agreements and norms, promotion & campaigns, maintained the demand planning and stock level across the country.
Key Responsibilities and Accountabilities:
•Ensure the respect of Budget / Forecast and take corrective measures when necessary.
•Assume full responsibility from identifying items to negotiating with suppliers (cost, fees, rebates, payment terms, logistic organization, contract, and compensations).
•Plan and negotiate effectively to obtain best promotion deals, to strengthen Carrefour competitiveness and to increase profitability.
•Analysis performance of advertising as per KPI defined: sales, growth, margin, customer segment, OOS, operation feedback, competitions, etc… after each advertising.
•Prepare and secure the monthly promotion plan by formats cluster.
•Validate and analyze activities and schedules, with suppliers to meet deadlines and objectives for national and in-house promotions.
•Guaranty the sales growth of department/sections in charges: Performance of the promotion and trend category revised / category “pillar”.
•Monitor pricing to ensure that the objectives are achieved. Analyze the financial impact of price approach in view of overall history & take correctives measures.
•Formulates pricing policies by reviewing merchandising activities, determining additional needed sales promotion, authorizing clearance sales studying trends.
•Review the pricing analysis on a weekly and monthly basis and work on the development of the price sensitivity lists.
•Develop, enhance /maintain capabilities for price & margin optimizations.
•Ensure that the price is following the margin mix and its proper incorporation with the commercial strategy.
•Ensure qualitatively and quantitatively the assortment defined.
•Provide guidelines and tools to merchandise teams to ensure the respect of the PL strategy.
•Communication and coordination with sourcing & marketing team to ensure the proper flow of information and good communication.
•Cost optimization on a concept developed, work on merchandising solution that reduces the cost of assets whenever it is feasible.
Responsible for the administration and efficient daily operation, including products sales, marketing plans and customer service, exploring and analyzing market trends and identifying new opportunities to improve productivity of company services, as well as reviews sales and activity reports ensuring that the business unit's objectives are achieved. meantime ensure that appropriate resources, skills, and organizational structures are in place to support the achievement of business aims.
Key Duties & Responsibilities:
•Accountable for day-to-day operational functions of department including: Sales, Transactions, collections, deposit, reconciliations.
•Responsible for growing customer base; consumer and business relationships through internal and external marketing programs. Develop and grow business and consumer relationships.
•Managing monthly and yearly budget and defining financial objectives.
•Coordinate with marketing team to develop and implement operational plans for new product launches.
•Coordinating with branches to share knowledge, plan promotional activities and achieve goals.
•Interacting with customers regularly to ensure satisfaction and gain useful feedback.
•Maintains the highest level of confidentiality with all information obtained.
•Maintain good public relations with customers and the community.
•Managing difficult situations with customers and providing them with a resolution, information and Ensure that quick and proper response to all reasonable customer requests.
•Supervise, coach, and develop team members regarding service expectations, policies, procedures, products, systems and company transactions.
•Responsible for training and mentoring staff; motivating them all for effective performance for the general growth of the company.
Improve the company market position and achieve financial growth and implement the defined long-term organizational strategic goals, builds key customer relationships, identify business opportunities, Lead the charge on market research plans to identify new opportunities, negotiate and close business deals, and maintain extensive knowledge of current market conditions, and providing training and mentoring to other members of the team.
Scope of Work & Responsibilities:
•Demonstrate technical sales skills and company product knowledge.
•Manage all aspects of print production, receipt and distribution.
•Conduct market research to identify market requirements for current and future products and VAS.
•Develop and implement a company-wide plan to push the product performance, working with all departments for its execution.
•Maintains a high level of knowledge relating to current products and features.
•Attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends.
•Present to and consult with mid and senior level management on business trends to develop new services, products, and distribution channels.
•Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
•Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiators.
•Ensure that data is accurately entered and managed within the company’s CRM or other sales management system.
