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eCommerce Customer Experience Manager - APPLE

Summary

Weekly Hours: 40
Role Number: 200040106

 

The WW Digital Channel Team drives the development of digital strategies across Apple channels. It is creating a consistent brand experience in the digital world, whether it is on a partner’s website or on global marketplaces or on social commerce. The WW Digital Channel Team serves as the center of expertise on eCommerce and will be instrumental in unlocking Apple’s potential in maximizing customer experience, brand presence and sales growth across digital channels. We are seeking a motivated and entrepreneurial eCommerce CX Manager to join our growing business. You will be responsible for driving the performance of Apple products on the Amazon Japan channel. You will need to be high-energy, dedicated, passionate about eCommerce and able to thrive in a fast-moving, complex environment. This role will lead the execution of Apple’s customer experience on Amazon including, but not limited to, campaigns, search, content optimization and catalog set up and management. You will partner with local sales teams and global digital channel team to align on the best Customer Experience strategy to maximize Apple’s opportunities on the platform. You will draw insights from web analytics and combine with previous eCommerce expertise to drive business decisions that will grow the share on the platform.
 

Key Qualifications

  • Deep expertise in digital commerce/ eCommerce and digital merchandising/marketing
  • 7+ years in eCommerce, preferably with P&L or category management responsibility
  • Demonstrated understanding of and experience with eCommerce funnel, SEO, SEM
  • Deep prior experience on content optimization via UI/UX and digital merchandising to achieve sales goals
  • Strong skills to identify critical issues and opportunities, evaluate options and provide clear recommendations for eCommerce growth
  • Experience delivering successful end-to-end digital programs or campaigns- from concept to execution to reporting and optimization
  • Stellar analytical ability with capability to transform online KPI CX data into actionable insights and execute upon them ; demonstrated experience using KPIs/web analytics to impact digital business
  • Strong attention to detail and organization
  • Prior experience using a Content Management System, Excel, and working with eCommerce platforms
  • Ability and experience to inspire and communicate to a wide range of constituents across functions, organizational levels and cultures; proven experience leading through influence in a matrix organization - working with both global and local organizations
  • Excellent verbal and written communication skills
  • Previous experience with Amazon or similar online marketplace preferred
  • Must be fluent in Japanese
Description

- Drive the CX (customer experience) and overall business roadmap for Apple’s Amazon business focused on growing sales while managing the optimal Apple CX

- Work closely with sales lead and develop innovative digital merchandising strategies and plans that support and promote sales growth for Apple products sold on Amazon

- Closely manage the Search CX and Product Detail Page CX of Japan - making constant improvements to achieve business goals, add unique capabilities and achieve and exceed sales growth.

- Drive localized execution of global programs

- Utilize online KPIs, web analytics, and performance metrics to analyze, develop and execute on growth programs, insights and opportunities - weekly, monthly and quarterly

- Together with sales AE, lead weekly and monthly business reviews with cross-functional Apple teams and Retail partner, as well as global teams.

- Partner closely with sales, finance and operations to ensure that the customer experience and merchandising plans support forecasts

Education & Experience
Bachelors Degree or equivalent work experience

 

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