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Director eCommerce Customer Experience

US Cellular

This is a Full-time position in Chicago, IL posted November 20, 2020.

Director eCommerce Customer Experience – OPE000723

The Director of eCommerce Customer Experience is responsible for enabling rapid online/digital growth by developing and refining our e-commerce strategy to improve the digital customer experience. The Director will oversee the execution of eCommerce customer experience programs. Ensures optimal online (website and apps) experiences and directs systems and process enhancements in support of this goal. Utilizes analytics and primary application dashboards to identify trends in user behavior and provide recommendations to improve processes, resolve recurring customer pain points and issues, and achieve strategic and operational business goals.

Essential Duties and Responsibilities:

  • Build, execute, and own company’s e-commerce customer experience strategy, to strengthen online presence and improve the digital customer experience.
  • Partner with senior leadership in developing and implementing the strategic eCommerce roadmap to drive customer experience achieving growth targets and goals set forth.
  • Collaborate with various cross-functional partners in the design and execution of the digital customer experience strategy to ensure there are appropriate synergies across channels.
  • Identify, analyze & present data & insights to senior leaders to support key Customer Experience business decisions.
  • Define the digital customer experience and align with brand tone and voice.
  • Partner with marketing and brand to develop marketing plans and campaigns that drive digital lifecycle customer interactions and promote online sales of the organization’s products and services.
  • Collaborate with eCommerce teams to drive customer experience through functionality, merchandising, new product/services in carrying out campaigns and growth initiatives across all channels.
  • Understand industry and competitive trends and identify and target specific new or underserved channels.
  • Develop online promotions, email campaigns, or social media outreach programs in collaboration with marketing and brand.
  • Establish metrics defining campaign performance; modify campaigns based on ROI analysis.
  • Assist executives and/or senior directors in defining organizational goals and strategic plans.
  • Collaborate with teams to build and execute digital/internet marketing strategies to promote products/brands and drive growth of new and existing customers to e-commerce sites.
  • Ensure online shopper marketing tactics such as promotions, user registration, shipping promotions, customer reviews, product recommendations, etc. are aligned with strategy & business goals
  • Drive lifecycle engagement and repeat sales through positioning of products and services, post-sale product updates and promotions, and customer engagement.
  • Manage budgets and achieve channel performance goals.

Job Requirements:

  • Bachelor’s degree
  • Proven leader with demonstrated experience managing and growing brand presence and sales for retailer(s)
  • 10+ years of experience in sales, marketing, e-commerce, and/or project management, with a minimum of 5 years of experience in sales channels
  • 5+ years of experience managing a team
  • Exceptional verbal, written and interpersonal communication skills
  • Well-developed strategic and analytical skills
  • Strong interpersonal and influencing skills
  • Ability to balance multiple projects and prioritize work
  • Excellent follow-up and project management abilities
  • Drive for results and solutions orientation
  • Strong business acumen and understanding of various functions/ channels

Job : Operations

Location(s) : Illinois-CHICAGO_IL

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.

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