Role Purpose, Key Responsibilities & Duties:

Digital Transformation Specialist (CRM & E-commerce) role is to evaluate and implement IT capabilities and systems that align with the organization's eCommerce business objectives.

• Oversee the implementation and maintenance of E-Commerce platforms and technologies. Collaborate with IT teams and vendors to ensure platform stability, scalability, and security.

• Integrate E-Commerce systems and solutions with other business applications, such as CRM, inventory management, and ERP. Ensure quality implementation of APIs and data integration to enable seamless data flow across systems.

• Collaborate with sales teams to ensure seamless integration of CRM with E-Commerce systems. Implement CRM tools to track customer interactions, preferences, and purchase history. Utilize CRM data to drive personalized marketing campaigns and customer engagement.

• Utilize data analytics and machine learning algorithms to generate personalized product recommendations.

• Collaborate with marketing and sales teams to utilize data-driven insights for decision-making, facilitate developing targeted marketing campaigns based on customer preferences and behaviors.

• Ensure the system allows collaborating with supply chain and fulfillment teams to ensure accurate and timely order fulfillment. 

• Integrate inventory management systems with E-Commerce platforms for real-time updates. Ensure the availability of tracking and managing product inventory levels, availability, and stockouts.

• Oversee the development and maintenance of the organization's online store. Collaborate with designers, and developers to create user-friendly and visually appealing eCommerce websites. 

• Ensure seamless navigation, intuitive user interfaces, and optimized checkout processes.

• Collaborate with finance and compliance teams to manage payment processing and fraud prevention. Evaluate and select payment gateway providers based on security, reliability, and cost-effectiveness. Ensure compliance with payment card industry data security standards. Implement and optimize E-Commerce order management capabilities and systems. Streamline order processing from placement, fulfillment, and delivery.

• Collaborate with customer service teams to ensure self-service options meet customer needs. Implement features such as order tracking, account management, and returns processing. Implement chatbots, knowledge bases, and self-help resources to enhance customer service capabilities. Monitor customer feedback and reviews to identify areas for improvement.

• Manage and optimize the E-Commerce product catalog. Collaborate with marketing and sales teams to ensure consistent messaging and branding across channels, enhance product descriptions, images, and categorization, Ensure accurate and up-to-date product information, pricing, and availability, develop SEOfriendly product descriptions and landing

• Implement responsive design techniques to provide a consistent user experience across devices. Monitor and analyze website performance using SEO analytics tools. Analyze website traffic and user behavior to identify opportunities for optimization