E-Commerce Marketplace Manager
Adawliah Electronic appliances
Total years of experience :6 years, 9 Months
• Manage all relationships with partners and vendors .
• Create sales reports and feed back to the wider team on a weekly basis .
• Define a clear and lean sales strategy for onboarding new partnerships .
• Coordinate with supply chain teams to ensure products are always in stock, premium quality, have updated packaging, and have all appropriate required certifications .
• Develop strategies to increase sales, reduce costs and drive conversion rate of acquired products including price optimization, PPC, packaging/inserts, coupons and deals, customer communications, creative, changing package dimensions, subscribe and save, removing unprofitable products and more .
• Responsible for leading customer communications across various platforms and regions.
• Ensuring that CRM strategy is aligned with the sales and marketing plans.
• Driving engagement with target audiences.
• Evaluating all customer communications to gain feedback.
• Coming up with new marketing ideas that will attract clients.
• Working closely with the Marketing and Finance teams to develop CRM analysis to drive performance.
• Responsible for managing both inbound and outbound calls, organizing employee schedules and ensuring that the operational objectives of the call center are met.
• Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
• Setting call center and customer service targets.
• Randomly monitoring calls to ensure that standards are high.
• Managing information and statistics.
• Keeping a close eye on staff turnover, absenteeism and overtime.
• Attending weekly meeting to review progress and any problems.
• Answering customers inquiries via Chat, Email to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Engaging in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Communicates with other departments to answer customers inquiries, solve their problems and fulfill their needs.
• Taking part in training and other learning opportunities to expand knowledge of the company and position. - Making sales or recommendations for services that may better suit customers needs.
• Selling products and services using solid arguments to prospective customers.
• Dealing with customers and achieve sales targets.
• Performing cost-benefit analyses of existing and potential customers.
• Maintaining positive business relationships to ensure future sales.
• Assisting with store opening and closing duties.
• Taking part in department wide team meetings.