Job Description

Role Purpose

As a champion of our ECommerce channels and leader of the ECommerce Services team the CS Manager (ECommerce) will drive customer advocacy and customer engagement with Swire Shipping’s ecommerce channels including www.swireshipping.com . The role will work closely with the Digital team and internal stakeholder depts, advocating on behalf of the customer and ensuring our product and service designs stay true to mantra of “Saving Our Customers Time”, thereby delivering a personal and enriching customer experience that differentiates Swire Shipping from competition.

Role Accountabilities

Customer Success Management - Ecommerce

• Responsible to define the features and functionalities required on the e-commerce platforms with the aim to reduce our customers’ time and to make the platforms an additional channel for sales and marketing in co-ordination with the Digital marketing team.

• Define the ecommerce customer journey and ensure features and functionalities align with the same

• Define the customer onboarding process for various e-commerce platforms provided by the organization

• Engage with the IT teams for integrations between e-commerce platforms and internal systems.

• Engage with internal stakeholders to gather requirements, design e-commerce processes in line with the governance policies

• Evaluate the feedback from NPS and any other modes of feedback from customers and internal teams to enhance the ecommerce features

• Train the internal teams, conduct customer training workshops (online / offline) and create required training material for seamless training on the e-commerce platform

• Guide the e-commerce execution team to deliver best in class online services

• Own the performance management of the e-commerce channel

• Co-ordinate with commercial teams across countries to increase uptake of the e-commerce platform

• Accountable for E-customer relationship management.

• Support the CRM administrative tasks along with IT teams.

• Assist the CS Operations manager in CRM, ERP implementation support as and when required.

People Management

• Lead employees to meet the organisation's expectations for productivity, quality, and goal accomplishment.

• Provide oversight and direction to the employees in the team in accordance with the organisation's policies and procedures.

• Plan staffing levels and work with Human Resources to recruit, interview, select, hire, and employ the right people within budgetary guidelines.

• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.

• Consciously create an engaging workplace culture that emphasizes the identified mission, vision, guiding principles, and values of the organisation.

• Lead employees using a performance management and development process including goal setting, feedback, and performance development planning.

• Empower employees to take responsibility for their jobs and goals. Delegate responsibility, drive accountability and provide regular feedback for continuous improvement.

• Manage and maintain effective employee work schedules including assignments, job rotation, training, vacations and paid time off, cover for absenteeism, and overtime scheduling.

• Maintain two-way transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.

• Deliver key people related activities in conjunction with HR that will lead to the enhanced engagement and retention of team members.

Crisis Management

• Make every effort to be aware of and understand your role in the event of a crisis.

• Make every effort to attend any relevant training, simulations and or meetings relating to Crisis Management

• Perform your role as best as possible in a calm and collaborative manner in line with the relevant policy and procedures in the event of a Crisis

• Provide input and feedback towards the ongoing improvement of the Crisis Management framework and procedure.

Safety

• Take responsibility for the safety of myself and those around me by displaying safety leadership principles (i.e. Safety I’s & Accountability ladder).

• Challenging and stopping unsafe acts and behaviours or unsafe conditions.

• Comply with the Global Safety Standards, Policies and Operating Procedures.

Key Qualifications & Skills

Qualifications

• Bachelor’s degree, preferably in Business/ Shipping/ Logistics/ Supply Chain Management

• 5+ years of relevant experience in execution of shipping and logistics processes including via online channels

• Experience in implementation support of CRM, ERP solutions

• Certified in Business Analytics or Statistics for Data Analytics

• Lean Six Sigma Green Belt certified from a globally recognised institute

Technical Skills

• Advanced MS Word, MS Excel and PowerPoint skills.

• Experience with Sales/Service CRM platforms (eg. Salesforce/Zendesk) required.

Professional Skills

• Able to work in a fast paced, team-oriented environment to achieve business goals

• Accomplish targeted performance objectives with a positive, self-motivated and can-do attitude.

• Excellent communication and interpersonal skills

• Ability to deal with ambiguity

• Efficient stakeholder management

• Passion to solve customers’ problems in a sustainable method

• Skills to train internal and external customers on process & workflow related to e-commerce features

• Leadership skills to coach & guide the team ensuring professional and personal development
  

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