Overview
E-Commerce Operations Coordinator Jobs in Cape Town, South Africa at Ares Holdings
The E-Commerce Coordinator collaborates with the E-Commerce Manager to boost online sales. Responsibilities encompass digital marketing tracking such as search engine optimization, E-newsletters performance, data analytics, and content management. The role involves coordinating with the E-Commerce Manager to enhance turnover and conversion rates, acting as the primary contact for web operations and customer queries, and supporting omni-channel initiatives within the department.
E-Commerce Operations
Ensure all operational activities comply with Standard Operating Procedures and utilize applications like Returns Go, Error Optimize, Media 24 E-visibility, Media 24 recaps, and courier systems.
Maintain clarity in B2C orders for Ted Baker, ensuring timely delivery per brand standards.
Collaborate with customer service on queries.
Follow packing protocols with warehousing partners.
Monitor and reduce return rates with customer service.
Assist with product re-selection options for customers.
Coordinate with merchandise planning and logistics to minimize cancellations.
Manage customer queries and escalate as needed.
Order replenishments for packaging to dispatch orders.
Support site adjustments, including front-end customizations and performance improvements.
Participate in UAT for e-commerce and omni-channel projects.
Ensure product listings are complete and enriched.
Customer Service
Conduct satisfaction surveys (NPS).
Use analytics to identify and address customer experience gaps.
Develop response outlines for customer service.
Maintain customer service policies.
Update FAQs and live chat content.
Ensure web forms are user-friendly and current.
Performance Tracking
Implement ad performance tracking.
Maintain updated tracking tools for e-commerce.
Create collections and provide links for campaigns.
Analyze heatmaps and suggest UX improvements.
Monitor website analytics for optimization.
Support global KPI and performance reporting.
Report findings weekly/bi-weekly with solutions.
Online Inventory Management
Manage e-commerce inventory and pricing, coordinate replenishments, and communicate stock levels.
Facilitate inter-region stock transfers and resolve integration errors.
Qualifications and Experience
Bachelor’s degree, preferably in e-commerce or related field.
Proven experience in managing online customer journeys and digital marketing.
Proficiency with CMS, CRM platforms, Google Analytics, and website merchandising tools.
Deep expertise in Shopify and Microsoft Office Suite.
Skills & Abilities
Strong troubleshooting, analytical, and content management skills.
Data-driven with the ability to interpret analytics for strategic decisions.
Detail-oriented with a customer-focused approach.
Additional Requirements
Valid driver’s license and vehicle access.
Adaptability, teamwork, time management, and business acumen.
Perks & Benefits
Work with expanding brands, gym facilities, personal trainer, yoga, pension, medical aid, staff discounts, lunch subsidy, incentives, and wellness programs.
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Title: E-Commerce Operations Coordinator
Company: Ares Holdings
Location: Cape Town, South Africa
Category: IT/Tech (Ecommerce)
