Job
Description
OMNI Channel Manager Business IBD Job Description: We are seeking a highly skilled and dynamic Omni-Channel Manager to join our growing international business division. This individual will be responsible for overseeing, optimizing the customer journey across all online, and offline touchpoints. The role will focus on integrating e-commerce platforms, brick-and-mortar stores, and other sales channels to deliver a seamless, efficient, and personalized experience for our global customer base. Key Responsibilities: 1. Omni-Channel Strategy Development & Execution: Develop and implement a comprehensive Omni-channel strategy for IBD, ensuring an integrated and consistent customer journey across all touchpoints (online, offline, social media, customer service) etc. Drive the seamless integration of the brand’s e-commerce platform with retail stores, improving both online and in-store customer experience 2. Lead Management: Oversee the lead management process, ensuring seamless capture, tracking, and nurturing of leads across all channels & campaigns. Collaborate with the Retail Stores to enhance customer service efficiency, resolve inquiries, and convert leads into sales, while maintaining high levels of customer satisfaction & productivity. 3. Customer Experience Management: Ensure a seamless and consistent customer experience, driving engagement and loyalty both online and in-store. Collaborate with E-COM Product team, Merchandise, and customer service teams to create personalized experiences, including targeted promotions and curated product selections across channels. 4. Sales Optimization & Channel Growth: Develop and manage campaigns aimed at increasing traffic and Leads to enhance sales on both e-commerce and retail stores. Use analytics to monitor performance and identify opportunities to optimize sales across all touchpoints. Lead cross-functional teams to achieve monthly, quarterly, and annual sales goals, both online and offline. 5. Digital Marketing & Content Strategy: Sensitivity: Internal o Work closely with the marketing team to create digital content, including social media, email marketing, and online ads, that aligns with the brand’s image and drives omni-channel engagement. Coordinate with the e-commerce team to optimize product listings, SEO, and customer outreach strategies to increase online visibility and drive sales. 6. Data Analysis & Reporting: Analyse customer behaviours, trends, and performance data to continuously improve the omni-channel strategy. Provide regular reports to senior management on key performance indicators (KPIs) related to sales, customer engagement, and the effectiveness of omni-channel initiatives. 7. Team Leadership & Collaboration: Lead and collaborate with cross-functional teams (e-commerce, retail, CRM, marketing, and customer service) to ensure alignment on omni-channel goals. Train and mentor internal teams on best practices for creating an integrated omni-channel experience. 8. Technology & Platform Management: Oversee the management and integration of the various platforms (CRM, Endless-Aisle, GPT BOT systems, e-commerce platforms, etc.) ensuring seamless communication and operational efficiency across all channels. Stay updated on the latest e-commerce and retail technologies, trends, and best practices etc Experience: 7+ years of experience in E-Com & OMNI sales, customer experience, complaint management, contact centre operations, leading Training & Quality function. Skills: Strong understanding of OMNI-channel retail strategies, Chat, Email and Tele-sales, dialler functionalities and digital technologies etc Proven experience in driving sales and customer engagement across online and offline channels Familiarity with e-commerce platforms, CRM tools, and data analytics tools Excellent project management, communication, and leadership skills Strong analytical mindset with the ability to derive actionable insights from data Education: Graduate / Post Graduate with relevant experience
