E-Commerce Analyst Lazio

E-Commerce Analyst
Roma
Lazio, Lazio

Position**:

**E-COMMERCE EXPERIENCE ANALYST

Bulgari Spa is looking for an E-commerce Experience Analyst within the Omnichannel Department in the headquarter in Rome.

Directly reporting to the E-commerce Product Owner, the E-commerce Experience Analyst will be responsible for monitoring and analyzing online shopping behaviors, checkout funnel abandonment and NPS post purchase and post-delivery across 90 countries worldwide and propose corrective actions to the relevant department.

This is a great opportunity to lead an online customer insight acceleration program in one of the most well-known iconic luxury brand in the world.

**Key accountabilities**:

- Monitor and analyze customers satisfaction through NPS and VOC surveys, as well as online checkout KPIs to spot opportunities of improvement

- Run deep-dive analysis to identify the root cause of negative scores, and propose solutions

- Partner with customer service team and markets representatives to gather insights and feedbacks on consumers behaviors and needs

- Work closely with technical maintenance team to fix issues, and with ecommerce development team to refine new feature creations based on customer insights

- Understand front-end and back-end ecommerce processes, as well as countries peculiarities, to contextualize data and propose accurate solutions to improve customer satisfaction

- Track, manage and share customer experience insights to enhance practices around the different teams (customer service, logistic, retail)

- Analyze developed solutions to measure their effectiveness

**Profile**:

**Qualifications & skills**:

- 1-2 years of experience as ecommerce or digital analyst

- Master's degree in engineering, business, marketing, or another relevant field

- Understanding of website platform technologies and ecommerce flows

- Sound knowledge of Google Analytics

- Ability to read and contextualize data, abstracting key learnings

- Ease in a complex and fast paced ecosystem

- Self-organized, Highly collaborative, Meticulous

- Fluent in English and Italian