One Stop - Online Experience Manager

  • Job Reference: 677769
  • Date Posted: 21 November 2021
  • Employer: Tesco
  • Website: https://www.tescoplc.com/
  • Location: United Kingdom/UK
  • Salary: On Application
  • Sector: Retail & Consumer Products
  • Job Type: Full Time

Job Description

About the role

At One Stop we aim to serve our local shoppers a little better every day, with a culture that is friendly, fun and where everyone is treated with respect, you have a really great place to work. As part of the team you can make a difference to our business by:

  • Treating each other how they like to be treated.
  • Making things easier.
  • Working together as one team.
  • Making our customers at the heart of everything we do.

We want you to understand the business inside out, we need you to live and embed our values and build great relationships with the amazing people across our business.

You will be responsible for

  • I help shape and develop a roadmap of innovative ways to surprise and delight our online customers help to create a reason for customers to come back to our proposition again and again, driving increased visit frequency
  • I represent the voice our online customers by continually identifying opportunities to improve the online customer experience, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective, in order to increase overall customer satisfaction and retention.
  • I'm a driving force behind the online customer strategy, spot opportunities and problems and resolve them within the wider remit of our overall business customer strategy. I do this by helping to develop the online experience strategy, which includes defining the vision, principles and targets set to drive customer acquisition and increase overall satisfaction.
  • I continually review the end-to-end customer journey across different platforms, working with our aggregator partners and inhouse digital teams to optimise the model, deliver new initiatives and improve the overall experience.
  • Work with the Ops and Retail teams to embed the defined customer experience principles via training programmes for our store colleagues, ensuring regular engagement to drive continuous improvement.
  • Work with the Customer Insights Team and Customer Strategy Manager to analyse customer satisfaction findings for key touchpoints and use this insight to continually identify opportunities to improve the customer experience.
  • Work with the Digital Marketing Team to create content needed to execute the online experience strategy.  
  • Ensure the key online customer experience measures are visible and understood throughout the wider business.
  • Support the Online Development Manager to shape new growth opportunities for online, understanding what the customer journey would look like and ensure it is fit for purpose
  • I develop actionable insights from multiple sources of data to help shape the Online Strategy, including pro-actively monitoring online reviews and ratings, reviewing website and app traffic data from our team, and reviewing sales and KPIs to determine the customers' needs and how to best meet.
  • I develop strong relationships across the business and collaborate with cross-functional teams including digital, technology, marketing, ops and retail Teams to deliver successful projects and develop colleague training which improves the overall online journey
  • I keep up to date with retail and e-commerce customer experience trends and support the Online Team with insight.
  • I report, review and present key customer outcomes and KPIs to the business and highlight areas of strengths and improvements to improve performance.

You will need

Collaboration: Working together across my department and across the wider business to achieve a shared success.

In my role: I talk to my colleagues, sharing knowledge, experience and best practice. I create a team spirit in my department and I have a network that stretches beyond my department.

Empathy: Building strong relationships with my stakeholders.

In my role: I am warm and welcoming with all of my stakeholders, putting people at the heart of everything I do. I take time to see, hear and recognise others, building strong relationships.

Responsiveness: Being flexible in the way you think, make decisions and handle change.

In my role: I act quickly, making decisions based on what is right for our customers and colleagues. I thrive on change and take people with me to deliver it.

Resilience: Knowing your own sources of energy and keeping yourself fit for life.

In my role: I have energy and drive to deliver beyond expectation. My colleagues see me doing the right thing both when everything is going well and when times are tough. I know how to be at my best.

Innovation: Always looking for ideas and opportunities to build a better One Stop.

In my role: I keep my eyes open looking for opportunities to improve my department. I share my ideas and encourage my colleagues to do the same.

Technical Skills

  • Experience of developing and communicating a customer experience strategy across multiple channels
  • Good understanding of digital marketing and retail e-commerce
  • Good analysis / numerical skills
  • Strong agency management skills
  • Strategic thinking to develop clear plans
  • Good time management, planning and organising skills  
  • Customer-orientated, with a strong service ethic
  • Experience in building strong relationships and managing stakeholders

Qualifications;

  • Degree, CIM or similar qualification relating to the job
  • A strong, customer focused background ideally with commercial, FMCG or digital background
  • Analytical, with data-lead approach
  • Good written and verbal communication
  • Knowledge of Microsoft applications including Word, PowerPoint and Excel

What's in it for you

 

At One Stop we value our colleagues just as much as our customers, and part of this is the benefits we offer:

  • 10% Discount in One Stop & Tesco stores
  • Discounted Tesco pharmacy services
  • Discounted shopping website
  • Free eye Test
  • A great holiday package
  • A commitment to your career development
  • Community involvement and charity work
  • Pensions Scheme

One Stop is a subsidiary of the Tesco Group but is operated as a separate business and as such benefits offered will differ between One Stop and Tesco.

 

One Stop have the right to withdraw the vacancy before the closing date should a successful application be received prior to the closing date. As such we would highly encourage you to submit your application as soon as you can.