• Be the first point of contact for customer enquiries across email, social media and live chat. • Allocate enquiries from central channels to the appropriate teams or departments. • Follow procedures to resolve customer queries in a timely manner and escalate where necessary. • Assess incoming tickets to prioritise urgency and support needs. • Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments. • Use knowledge of products or services to resolve queries or forward them to the appropriate staff. • Record and provide detailed information when escalating tickets to ensure smooth handover. • Manage and track progress of customer tickets, ensuring timely follow-ups and resolution. • Solve customer queries regarding delayed or missing online orders by investigating with shipping carriers. • Collaborate with internal teams, suppliers, and couriers to resolve customer issues and close communication loops. • Report recurring issues to management for improvement. • Respond to enquiries related to contact lens orders and accounts. • Liaise with stores and suppliers to resolve queries. • Escalate unresolved issues and report system problems to management. • Provide support to retail teams on customer and system-related queries. • Respond to enquiries regarding systems and customer issues. • Demonstrate professionalism, adaptability, and resilience in all interactions. • Build strong relationships and communicate effectively. • Maintain a focus on improving personal performance and key metrics.

Role Description This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Principal E-Commerce Marketing Manager - REMOTE. In this role, you will shape the strategic direction of small business customer acquisition campaigns by developing effective campaign concepts and leveraging data-driven insights. You will focus on the 'what' and 'why' of the campaigns, ensuring a strong alignment with digital commerce trends. Your expertise will guide the execution of high-volume, fast-paced campaigns, necessitating strong stakeholder engagement and project management capabilities. This position requires profound knowledge of e-commerce marketing, particularly in developing offers and engaging target audiences. Accountabilities - Define strategic direction for acquisition campaigns focusing on target audience segmentation and messaging. - Utilize customer data and market research to inform campaign strategies. - Develop compelling narratives that resonate with target audiences. - Manage project timelines and presentation materials for senior stakeholders. - Optimize promotional offers to drive customer acquisition effectively. - Analyze offer performance and recommend data-driven improvements. - Collaborate with stakeholders to align promotional offers with business goals. - Provide detailed audience insights for effective campaign targeting. - Direct campaign creative to align with brand guidelines. - Work with digital channel leads for seamless campaign execution. - Stay updated on industry trends and competitor activities. Qualifications - Bachelor's degree in marketing, business, or a related field. - 10+ years of experience in e-commerce marketing, especially in campaign strategy. - Strong understanding of digital e-commerce experiences, preferably in the financial sector. - Ability to analyze customer segmentation and audience targeting. - Competency in data visualization tools such as Tableau or Google Looker Studio. - Proficiency with Google Suite, including Slides and Sheets. - Proven ability to create compelling campaign concepts and strategies. - Strong analytical and problem-solving skills. - Excellent communication and collaboration skills. - Ability to translate data insights into actionable marketing strategies. - Understanding of digital marketing channels and their role in customer acquisition. Benefits - Competitive salary range: $148,000.00 - $169,100.00. - Eligibility for commission and bonus based on role. - Comprehensive health, dental, and vision insurance. - Retirement savings plan with employer contributions. - Generous paid time off and work-life balance initiatives. - Health savings and flexible spending accounts. - Life and disability insurance coverage. - Tuition reimbursement for continued education. - Supportive and dynamic remote work environment.

• Develop and execute SEO strategies for eCommerce websites (product, category, and collection pages) • Conduct keyword research, clustering, and search intent mapping • Optimize on-page SEO, internal linking, and site architecture • Lead technical SEO initiatives (site audits, indexing, Core Web Vitals) • Use AI tools (ChatGPT, Surfer, etc.) to scale content and workflows • Collaborate with content, product, and dev teams • Monitor and report on performance (traffic, rankings, conversions) • Identify growth opportunities and continuously improve SEO performance

• Unterricht von Studierenden in den Grundlagen und der Logik des E-Commerce-Geschäfts, Produktmanagement, Prozesssteuerung und Verkaufsanalyse auf Online-Marktplätzen • Entwicklung und Durchführung praxisorientierter Online-Unterrichtseinheiten unter Verwendung aktueller Tools und Fallbeispiele • Vermittlung zentraler Geschäftsprozesse: Produktkatalogmanagement, Preisgestaltung, Einkauf, Logistik und CRM-Integrationen • Leitung des Moduls „Vertrieb und Kundenservice (Teil 1)“: Erklärung des Sales Funnels, der wichtigsten Kennzahlen (AOV, Conversion Rate, LTV, ROI) sowie des Zusammenspiels von Marketing und Vertrieb • Unterstützung der Teilnehmenden beim Erwerb praktischer Fähigkeiten und beim Verständnis von E-Commerce-Tools.