Channel operations and improvement analyst

The role:

• Coordinates and facilitates structured process improvement activities aligned to our business goals.
• Fosters a culture of continuous improvement through “zero­defect” philosophy and processes, providing thought leadership to and influencing change at all levels in the organization.
• Responsible for improving service and process efficiency which will enable financial control and maintain customer satisfaction – constantly look to find agile, rapid ways of implementing fast
• Understand customer ­first, design thinking.

KPI’s

1. Quality management

Leads and supports process improvement projects in the digital team that may have a wider impact. Performs quantitative analysis of key process indicators to identify opportunities for process improvement. Audits completed digital marketing projects to verify sustained impact. Communicates across all levels on project and program progress. Represent Omnichannel team’s needs in other teams’ prioritization processes. Performs general duties to support and improve the digital marketing program. Monitor, analyze, manage and report on process performances Identify and implement continuous improvement initiatives and projects

2. Customer experience

Ensure a consistent and delightful customer experience across all digital touchpoints of the Shoprite customer journey. Drive quality led improvements in the customer experience journey. Provides strategic input to customer experience improvements that help drive customer acquisition, customer retention, and conversion

3. Marketing

Support integrated Omnichannel marketing through dynamic and customer­-lovable products (including mobile features and offers). Actively promote and advocate quality assurance led customer experience improvements through “zero­defect” philosophy and processes

4. Operations

Drive exceptional customer services across omnichannel digital products (through quality control, route­cause analysis, etc.) Adhere to and improve customer service levels across businesses and services. Provide integrated reporting and feedback across the business

5. People and Finance

Drive customer centric culture, processes and way of working. Plan, evaluate and manage budget for QA on a monthly and yearly basis

Requirements

• Bachelors Degree/three-year Diploma or equivalent experience in commerce, engineering
• Master’s Degree or additional qualification in marketing, business administration, information technology
• Five + years prior experience as a QA specialist on digital consumer ­facing applications/eCommerce/omnichannel experience
• Proven track record of successfully improving products/digital experience through data analytics and insights
• General marketing/retail experience (two to three years)
• Customer user experience and product management (two to three years)
• Analytics/big data (one to two years)
• Deep experience in quality assurance methodologies and practices in digital environment
• Advanced digital product customer development through quality assurance practices
• Analytical, e­commerce and mobile experience
• Strong intellectual curiosity combined with a knack for recognising correlations, trends, and statistical irregularities
• Understanding of African digital market and customers X Knowledge of legal compliance (Protection Of Personal Information Act, Electronic Information Act, etc.)

Job-specific skills

• Analysing skills/problem solving skills/project management skills/presentation skills/writing and communication skills
• Initiating action supporting and co­operating
• Learning and researching
• Organising and executing
• Entrepreneurial and commercial thinking

Posted on 10 Nov 12:10