E-Commerce & Digital Customer Engagement Calderara di Reno

E-Commerce & Digital Customer Engagement
Calderara di Reno
Emilia Romagna, Calderara di Reno

MISSION

The organizational unit has the mission of developing the e-commerce channel and identifying the BU needs in terms of digital platform/services dedicated to the salesforce, distributors and OEMs.

It is accountable for braking down the needs into their functional requirements and - in liaison with the IT department - develop, deploy throughout the organization and continuously improve solutions that ultimately exploit opportunities to increase sales, decrease costs, optimize customer experience, create new revenues streams, improve the selling cycle.

**KEY RESPONSABILITIES

**D&P Digital Platforms Continuous Improvements

- Digital business platform, services and features deployment roadmap elaboration and maintenance in coordination with GMs, Sales and CDO

- Benchmarking and analysis of customer engagement platforms/services best practices within and outside our industry

- Identify and qualify opportunities for improvements and additional features (needs identified by the function itself and/or raised by internal and external stakeholders)

- Ensure coherence and consistency of features and relevant objectives across platforms and business processes

- Coordination of the cross-functional teams dedicated to the development of the various improvement initiatives

- PMO of the launch and deployment of improvement features (pre-go-live tests, training, deployment planning, launch and promotion etc. . )

**CRM Global D&P

- Platform support and troubleshooting (coordination of activities aimed at solving issues related to the platform usage)

- Manage and update CRM documentation (User Guide - Power Point - Video Tutorial etc. . )

- Training of branches Key Users/Sales team and HQ sales force

- Create or modify reports and dashboard to satisfy internal requirements

- Monitor adoption and usage patterns

- Maintenance of D&P HQ User Base - Territories - hierarchy

**E-commerce Channel Development

- Formulate and execute D&P's E-commerce Channel Strategy in accordance with GM and Sales

- Oversees the end-to-end commercialization and operationalization of the E-Commerce channel by monitoring revenues, customer traffic, customer utilization patterns, platforms features characteristics, order fulfillment performances, Customer Experience, conversion rates

- Reports on the same to CDO, GM and Sales Director

- Develop and implement a roadmap for online store's functionality in each territory and coordinate the relevant deployment stream (Logistic Strategy, Finance, Product range, Online Sales Process, Pricing, Marketing)

- Define, monitors and revise order fulfilment policies and procedures in each territory also by assessing potential partnerships.

- Generate ideas and strategies based upon data-driven insights and recommendations.

- Elaborates promotional and social media campaigns and programs over digital platforms to increase traffic and conversion with the support of the comm department

- Constantly works with the IT department and/or external developers to improve shop's performance

- Develop and execute successful SEO strategies with the support of IT and the strategic marketing and comm department

- Develops guidelines for the channel customer support and Live Chat

**Customer Portal

- Define the Customer Portal Service Strategy (different services available for different customer profile/segment)

- Monitoring of customer utilization patterns and service delivery KPIs

- Generate ideas and recommendations to further improve efficiency

- Identify services to deliver through the platform

- Promotion and Training of Customers and Key Users

**API

- Promotion and Sales (Monetization) of the service

- Identification of opportunities to expand the offering

- Coordinate the deployment with the customer and IT

- Monitoring of adoption and efficiency

**Customer Experience

- Definition of the functional requirements of the tools to qualify and monitor CX

- Collect data from various sources in order to recommend data-driven insights on how to optimize CX strategy