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Regional CX Manager

Reporting to the Business Development and Consumer Experience Lead, ASEAN,  you’ll be responsible for creating WOW consumer experiences across key eCommerce touchpoints in ASEAN.

 

Roles & Responsibilitie:

  • Coordinate with CDO (global), regional & local teams to provide best in class guidelines for eCommerce content across ASEAN (e.g. SKU page, campaign/promo banners, brand store) in line with the brand & e-tailers guidelines.
  • Implement content tracking and reporting systems for the portfolio across key platforms and ensure all markets comply with RB-standard content hygiene norms.
  • Work with regional in-house eCommerce team and liaise with regional brand teams to drive creation of rich content across key platforms. Rich content can be product, category, official store/shop-in-shop, educational, engagement or campaign content for key eCommerce platforms (with specific emphasis on Lazada & Shopee).
  • Develop and optimize product description and listings to trigger higher search rank on-site and conversion.
  • Drive science in content development and optimization via available & new customer research tools.
  • Work with internal stakeholders in providing guidelines for specific and cross category in-store promotions including content, visibility and converted traffic through Marketing Programs, both National and Channel specific.
  • Provide guidance & recommendations on how to manage performance on consumer queries and review & ratings.
  • Identify new tools to enable enhanced CRM (Email, SMS, WA, Feed, Livestreaming & Chat Bot) content development and subscription based to boost engagement and sales Analyse the integrated sales report performance across online sales channels to drive growth & opportunities.
  • Provide & drive recommendation for new and existing product developments to enhance eCommerce online portfolio.

 

Requirements:

  • Bachelor or Master’s in Marketing, Fine Arts or Business Management related field.
  • At least 5 years of experience working experience working in related digital or online marketing performance analytics and optimization with proven track record and strong capability in managing key ecommerce partners are preferred.
  • Experience in leading and managing Digital Media, Social Media, Brand and O2O include managing agencies.
  • High level of curiosity and creativity in designing content.
  • Proficiency in content marketing basic principles.
  • Knowledge of website analytic tools.
  • Professional knowledge and experience in the use of relevant online marketing and sales techniques.
  • Excellent project management, organizational, analytical and interpersonal skills.
  • Ability to work independently, with strong relationship skills and a (fun) team player mentality.
  • Proactive self-starter. Able to keep manager informed of progress as appropriate.
  • Understanding of both content & performance marketing toolkits.
  • Organized with ability to prioritize and able to manage time effectively in a challenging environment.
  • Influencing and interpersonal skills.
  • Strong stakeholder management with true out of the box thinking mentality.

Equality

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law. 

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