Ecommerce Operations/ cs Data Analyst
Land : Nederland
Stad : Amsterdam
Categorie : Detailhandel
Contracttype : Vast
Dienstverband : Voltijds
Build a framework to measure, collect and combine the different types of operational and customer feedback data entering the ecommerce business. (InMoment, Customer Service, Logistics and Payment data) Investigate new approaches and feedback technologies that will enable us to deliver an even better feedback experience.
- Categorize + Analyze feedback
Categorize and analyze data both quantitatively and qualitatively, to identify opportunities to elevate the customer experience and ways to improve productivity levels and reduce the need for contact through root cause resolution or providing customers better self-service.
- Document + Report.
Create daily and weekly reporting to ensure all agreed internal and external SLA's and KPI's are met at all times. The Data and Solution Analyst must translate her/his findings into easy to understand reports or presentations for management. Alert management when spikes in the data sets indicate issues that need immediate action.
- Distribute + Advise
Once areas of improvement have been identified, the Data and Solution Analyst distributes and partners with cross functional stakeholders to implement tailored policies, procedures, technical improvements and training programs to address those areas. The Data and Solution Analyst creates more awareness of need and use of feedback, and follows up once findings have been routed to teams.
The Ecommerce team is responsible for managing the European owned-and-operated tommy.com and calvinklein.com sites across all European markets. The team executes all necessary functions to manage the Ecommerce business end-to-end. Both brands are growing at a rapid pace and have very ambitious growth targets for the coming years. The team is 115+ people strong and will expand significantly by the end of the year. Our team consists of highly motivated and skilled professionals from various cultural backgrounds and nationalities, making it an inspiring environment to work in
As the own-and-operated Ecommerce business is one of the main growth opportunities for both brands, there is a high focus in the organization to support the Ecommerce expansion.
Customer feedback is the most important driver for process improvements in a customer centric environment. Therefore, we are looking for an Analyst who will create, manage and promote a "Data Driven Feedback Loop" within the Ecommerce team for both brands.
You are a self-starter with the confidence to work collaborate autonomously and network throughout the company. Your advanced Excel and PowerPoint skills enable you to create strong reports and presentations that will take the team's ability to analyse data and business performance to the next level.
We are looking for people who can bring new perspectives and life experiences to our team. If you are looking for a place that values your curiosity, passion and desire to learn; if you are seeking colleagues who are big thinkers, eager to take on fresh challenges, then our team is perfect for you. Our Ecommerce team is very fast paced and works towards ambitious targets and deadlines so we would like you to thrive in this kind of environment to help us grow together.