The Emirates Official Store Online Specialist optimises the stores online presence by strategically driving revenue, profitability, customer satisfaction and brand equity whilst working within, and understanding the broader CCMB and Merchandising strategies, ensuring collaboration and integration with digital marketing, social media, analytics and other CCMB teams. Support the development of the corporate vision, strategy, plans and targets for the online merchandising store and ensure these are achieved in alignment with the Emirates Brand strategy and leveraging the power of the brand.
In this role you will:
- Act as the business product owner for Emirates store. Support in articulating the vision and objectives of the online store and communicate accordingly to the Digital team in order that they can implement that vision. Define the plans and build requirements for the online store , defining targets and setting the budget requirements, ensuring appropriate pre-planning, making amendments if required pre-approval. Post approval reforecast revenues and costs monthly, highlighting opportunities and risks to the business in achieving the annual profit targets.
- Collaborate with Marketing Analytics and Customer Insights, ensure implementation effective pricing strategies and promotional activity to strike the right balance between value and profitability in our offerings. Work closely with the Merchandise Support Specialist to ensure promotional activity is aligned across all retail channels.
- Provide an appropriate brief to the copywriters to write compelling and engaging product descriptions and ensure photography standards are adhered to. As directed by the Merchandise Manager and in collaboration with the Digital Marketing teams embed content in the Content Management System (CMS), utilising knowledge and skills around online marketing analytics, website performance, lifecycle marketing (email) and Search Engine Optimisation (SEO).
- Oversee the fulfilment process coordinating order processing, inventory management and shipping logistics to ensure timely and accurate delivery, guaranteeing a seamless experience for our customers.
- Monitor customer feedback and enquiries to provide insights into customer satisfaction around all aspects of the merchandising business including fulfilment, ordering and delivery. Ensure measurement of customer satisfaction around all aspects of the merchandising journey is tracked, and identify areas for improvement ensuring the business follows a customer-centric approach.
- Ensure revenue and customer growth targets and measures are developed and articulated, and are linked to broader aims e.g. customer acquisition and retention, driving brand equity and awareness.
- Stay updated on e-commerce industry trends and conduct competitor analysis reviews, highlighting any IP infringements to Merchandise team colleagues.
- Using market insights, create premium online exclusive merchandise that resonates with our brand identity and creates a sense of exclusivity, driving customer excitement and loyalty.
- Utilise sales forecasts as well as behavioural and performance data and working with the Customer Lifecycle team, develop tactical and longer term marketing briefs to drive and support the merchandising strategies.
- Provide input to create dashboards in collaboration with the Digital Marketing teams to ensure site performance is tracked, and suggest suitable solutions in the case of below optimum performance.
