Role: Online Web Marketing Strategist (Retail Accounts)
Location: Richmond Hill, ON
It is a MUST that you HAVE eCommerce experience on the Retail side, to qualify for this position.
The eCommerce Account Manager (EAM) is a critical role in delivering the company’s solution and ensuring successful client experiences that are consistent with the company’s high standard of service. The EAM is responsible for driving the company’s Score Card Process, a formalized metric-oriented review procedure that maps client goals to KPIs and provides recommended tactics to positively achieve client goals for all Multi-Channel Retail Accounts. The EAM must drive the Omni-Channel Practice and work closely with the VP, Account Services on identifying internally Strategies and processes for the Account Services Team.
The EAM is the primary point-of-contact for multiple Retail Clients and is responsible for building positive, long-term relationships. The EAM is an expert user of the company’s system and has expert-level knowledge of their Client’s implementation. This person has superior communication skills and routinely interfaces with client executives, sales and marketing staff, and technical resources to accomplish the client’s goals. The EAM will also be proactive in identifying potential opportunities for on-going client satisfaction and taking action to address those opportunities.
•Perform at least 2 to 4 Customer-Wide Webinars per year. Topics such as: New Features, Feedback Roundtables, Scenario-based Training.
•Drive the company’s Account Management Process such as: Develop and Maintain Production Support Handoff Checklist, Routine Score Card Reports and Sessions, Customer Satisfaction Surveys (2-4 formal per year), Tracking of Client Maturity Stage (Phase 2 and N+ new features / enhancement opportunities), Proactive identification of revenue generating upgrades.
•Client Account Manager: fully manage Clients post-implementation such as: weekly meetings/bi-weekly meetings with key retail accounts to discuss projects, eCommerce trends, Handling customer calls, emails, coordination between internal teams, one-on-one customer assistance, recommend new features, Platform feature gap analysis.
•Deliverying Omni-Channel Strategies to our Retail eCommerce Accounts
•Accountable for customer satisfaction as measured by specific customer feedback and routine customer satisfaction surveys.
•Maintain expert-level skills within the company’s eBusiness Manager.
•Maintain expert-level knowledge of the company’s On-Demand eCommerce SaaS platform, its features, and unique Client implementations, customizations, and integration
•Deliver routine, strategic client planning sessions (“Score Cards”) for client success through site metrics, company’s KPIs, and facilitating initiatives to improve performance and introducing new platform features and functionality
•Maintaining a comprehensive and current knowledge of eCommerce industry news and trends
•Proactively identifying Client needs and preventing potential problems then communicating to the support team
•Scheduling status meetings; providing training and new feature presentations
•Single point of Client contact and/or escalation for end user
•Discuss site improvements and enhancements with clients
•Managing the delivery of such improvements working with company’s Business Analyst and technical teams.
Qualification and Skills
•BS degree in business, marketing or IT-related studies or equivalent education/experience.
•At least 10 years in Customer Service, Training, and Account Management experience or equivalent consulting / management with high value Clientele.
•At least 5 years experience with high volume websites, eCommerce websites, or related online application
•Client focused, energetic, with a positive attitude
•Self-starter that meets deadlines, multi-tasks, sets and achieves measurable goals.
•Demonstrated understanding of strategic marketing and business principles.
•Organized, diligent, detail-oriented self-motivated and the ability to work independently.
•Ability to work in a fast-paced and demanding environment.
•Exceptional organizational skills, multi-tasking ability, and attention to detail.
•Strong communication skills (verbal and written)
•The ability to handle multiple tasks and prioritize work in order to maintain required productivity levels
•Experience in eCommerce design, conversation, traffic generation, SEM/SEO and usability.
•Strong with Web Analytics tools (Google analytics, Web Trends, Omniture, etc.).
•Strong creating metric reports for management review
•Experience with Social Media tools (Facebook, Twitter, Blogs, You Tube, Linked In, etc.)
•Strong understanding of on-page SEO optimization, keyword research, paid links, and pay per-click (PPC).
•Basic HTML skills (tagging, URIs, source control, basic formatting, images, SEO)
•Successful track record in scope management, customer-driven programs and solution delivery.
Key Performance Indicators
•Completed Customer Wide Webinars
•Completed Customer Satisfaction Surveys
•Completed Score Card Account Reviews
•Positive feedback from Clients and Staff
•Timely resolution of issues