E Commerce Executive

About Us

Role SummaryThis role manages three key areas for the division: mobile app upkeep & enhancements, CRM operations & insighting, and digital compliance/audit readiness. The individual will coordinate across internal teams, external tech partners, and senior leadership to ensure smooth app performance, superior customer experience, and adherence to all audit and SOP requirements.Key ResponsibilitiesMobile App Management· Oversee maintenance, updates, and feature enhancements for the mobile app with the tech agency.· Drive app-related marketing campaigns and ensure readiness for brand initiatives.· Track key app KPIs (installs, DAU/MAU, engagement, retention, crashes, feature adoption).· Document requirements, briefs, and user flows for all new features.CRM & Customer Experience (Zendesk)· Manage query routing and resolution processes in coordination with the central CRM team.· Ensure brand and agent SLAs are consistently met; monitor dashboards and reports.· Strengthen CRM workflows and scope out areas for automations and macros· Generate insights on customer behaviour, issue patterns, and product feedback.· Provide monthly CX decks and reports to GM/VP Marketing as required.Digital Compliance & Audit Readiness· Own compliance for all digital assets—app, social media, website, campaign landing pages.· Prepare the division for periodic audits (divisional, corporate, quarterly social, surprise checks).· Proactively check adherence to digital SOPs and close audit observations.· Work with IT, Corporate Comms, Legal for clearance when needed.Provide compliance updates to senior leadershipRequirementsKey Competencies· Detail-oriented & compliant· Customer-first mindset· Strong stakeholder management· Analytical & insights-driven· Tech-savvy, with digital product understanding