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Senior Customer Experience Manager - Remote - e-co

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This role is for a global client and is work from home with the working hours of 10H00 - 19H00 Monday to Friday. You must be able to work from home and have the tools to do so, as well as the relevant experience. Job Summary:The Senior Customer Experience Manager will be responsible for championing customer satisfaction, brand reputation, and seamless customer interactions across all touchpoints. This role will focus on enhancing customer experiences by analyzing customer feedback, driving improvements, and ensuring our customer service team operates efficiently. The ideal candidate should have strong e-commerce experience, preferably in the supplement industry, and a deep understanding of Amazons review, return, and customer engagement policies.Please note: This is not a Customer Service role.Key Responsibilities: Customer Experience & Reputation Management:Champion the customer by identifying their needs and expectations across one or multiple product lines.Map end-to-end customer experience touchpoints to identify gaps and areas for improvement. Make recommendations on Product changes based on customer feedbackDrive the process to proactively mitigate negative reviews while maximizing positive feedback.Oversee and optimize the review request process using various software tools, to improve ratings across platforms beyond Amazon (e.g., Trustpilot).Work closely with Quality Assurance (QA) to identify recurring customer complaints and ensure necessary product improvements.Experiment with Amazon return policies to enhance customer satisfaction while minimizing negative feedback.Develop customer-facing brand messages for product labels and marketing materials to align with customer expectations.Customer Service Team Management: Manage and oversee the Customer Service (CS) team, ensuring efficient operations without direct involvement in day-to-day CS tasks.Monitor and improve key metrics such as return rates, defective unit statuses, and response times.Implement and refine metrics for measuring customer satisfaction beyond negative reviews, including Voice of the Customer insights, chat support trends, and Q&A engagement.Align and influence cross-functional teams (marketing, operations, compliance) to enhance the overall customer experience.Data-Driven Insights & Reporting: Direct data collection, analysis, and insights to continuously improve the customer experience.Establish and maintain dashboards and reporting structures to measure key CX metrics, including customer sentiment, return rates, and product-related inquiries.Develop a reporting cadence to communicate CX performance to stakeholders, ensuring alignment with broader business goals.Strategic Initiatives & Process Optimization: https://www.executiveplacements.com/Jobs/S/Senior-Customer-Experience-Manager-Remote-e-commer-1175464-Job-Search-4-23-2025-9-35-47-AM.asp?sid=gumtree

15d

Executive Placements

Kensington

Content Strategy Manager - must have Amazon experi

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Content Strategy Manager Amazon experience requiredThe Content Strategy Manager will focus on the overall content strategy for listings, labels, and marketing assets across multiple platforms, ensuring content is optimized for conversion and customer engagement. This role oversees and manages the content strategy for our e-commerce platforms, particularly on Amazon. In this role, you will be responsible for leading a small team of copywriters, ensuring the delivery of high-quality, optimized content that drives sales, enhances brand visibility, and improves customer engagement. You will collaborate closely with marketing, design, and product teams to ensure our content aligns with brand goals and meets the needs of our customers. Responsibilities:Content Management Lead content strategy development by leading the development and execution of content strategies tailored to Amazon and other e-commerce platforms, aligning with brand guidelines and business objectives.Delegate projects between the team to ensure efficiency. Manage content creation and optimization.Oversee the creation of Amazon product listings, including titles, bullet points, descriptions, and enhanced brand content (A+ Content). Ensure all content is optimized for SEO, keyword targeting, and user experience to drive trafficand conversions.Review and edit all content produced by the team to ensure it meets quality standards, is error-free, and aligns with brand tone, style as well as platform parameters.Analyze content performance metrics (e.g., CTR, conversion rate, SEO rankings) and provideactionable insights to improve content effectiveness across platforms, especially Amazon.Create a data base of content, that can be utilised quickly after careful editing.Work closely and collaborate with the Account Managers, Design Team, and Product Teams toensure content aligns with product launches, promotions, and seasonal campaigns.Stay up-to-date with e-commerce and Amazon best practices, algorithm changes, and industrytrends. Propose and implement strategies to improve content visibility and performance. Team Leadership & Management: Supervise and mentor a small team consisting of an Amazon Copywriter and a JuniorCopywriter. Provide guidance, feedback, and ensure the teams work is aligned with the contentstrategy and e-commerce goals.Conduct KPI`s, and drive training and development to create a high performing team, that iscontinuously evolving with the market. Requirements 3+ years of experience of Content Management for ecommerce platform sales (experience withAmazon, Walmart, Ebay, Shopify or iHerb is preferable and advantageous)3+ years of demon https://www.executiveplacements.com/Jobs/C/Content-Strategy-Manager-must-have-Amazon-experien-1175837-Job-Search-4-9-2025-9-39-48-AM.asp?sid=gumtree

1mo

Executive Placements

Kensington

Amazon Product Development Manager - Remote / work

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Amazon Product Development ManagerThe Amazon Product Development Manager will lead and optimize our product launch strategy and develop and manage the product launch processes. In this role, you will be responsible for managing a team of product developers ensuring a steady pipeline of high-quality products and maximizing ROI on launches.Responsibilities Product Launch Strategy & Operations - Develop and implement product launch strategies that aligns with Natures Crafts growth objectives as well as continuously refine and improve the process to enhance efficiency and success rates.Allocate launch budgets effectively.Identify and prioritize high-ROI product launchesEstablish long-term strategies for brand value growth through innovative product selections and launch methodologies.Determine the optimal product launch pathways, ensuring efficient routing of products from development to market.Collaborate with the product launch team to ensure products go live on a consistent and strategically planned timeline.Manage financial risk, ensuring minimum order quantities (MOQs) and cash outlays are optimized without risking stockouts.Coordinate with supply chain teams to maintain fast second-order restocking, preventing disruptions in product availability.Foster collaboration between product development, marketing, and logistics teams for seamless execution. Team Management -Lead and manage a team of Product Developers (PDs) to ensure high-quality submissions and the continuous flow of new products.Provide motivation, training, and the necessary tools to enable PDs to excel in their roles.Compile weekly and monthly reports for executives. Requirements 3+ years of experience in product development and Amazon FBA.2+ years of demonstrated management experience, of managing a team of at least 5 people +Experience in vitamins is a big plus.Excellent communication and leadership skills, with the ability to motivate and manage remote teams.Deep understanding of how to manage and drive KPIs as well as manage poor performance.Strong analytical skills with the ability to assess market trends and identify high-ROI opportunities.Financial acumen, with experience budgeting for product development and launch costs.Driven and ambitious individual to execute targets.Proficiency in Excel/Google Sheets.Proficiency in English with excellent communication and collaboration skills, capable of working with cross-functional teams.Salary +- R 1mill pa CTC https://www.executiveplacements.com/Jobs/A/Amazon-Product-Development-Manager-Remote-work-fro-1175840-Job-Search-4-8-2025-10-46-03-AM.asp?sid=gumtree

1mo

Executive Placements

Kensington

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About the role Are you up for a completely different kind of challenge? Our client is recruiting for a PPC strategist to work with our PPC and Customer Success Management teams, working across multiple brands. The key performance area for this role will be to design and deliver exceptional PPC journeys and results for our customers, working hand in hand with a dedicated team of Amazon campaign specialists and custom paid PPC services within the agreed strategy for that client. The role coordinates with both the digital strategy and client success manager teams to create fully integrated marketing plans for clients. Key responsibilities Develop exceptional paid campaigns strategies for Amazon by understanding our clients’ business objectives and their brand, and participating in client onboardingImplement these strategies by leading a team of PPC specialists and by working closely with client success managers and our content & creative teamsLead the team in undertaking daily campaign management and monitoring, ensuring highest standards are followed especially with respect to budget management, pacing, monitoring, and reportingProvide training and mentorship, implement best management practices, and ensure outstanding use of the company’s PPC automation software, PacvueProduce dashboards and reports for internal and client consumption, on a daily / weekly / monthly basis, that generate insights, calculate agreed KPIs, and provide recommendations for campaigns adjustment and optimisationDevelop projections with client success managers and understand the tools used to build theseProactively bring new ideas forward to improve our results and campaign performanceManage key accounts within the Campaigns team where highest levels of performance are expectedDevelop a strong understanding of the products, competition, industry, marketing goals and objectives of each of our customersDevelop a deep understanding of the mechanics of Amazon PPC, and any new products and service offeringsPlan the introduction of these new products and service offerings into the Campaigns teamDevelop and improve business processes and operating procedures for the Campaigns team, and ensure quality in our products and performance throughoutAttend customer meetings with customer success managers, if requiredConstantly innovate and keep abreast of opportunities for the company and our clients in the paid advertising space within the Amazon environmentUse ad attribution to push traffic to Amazon listingsParticipat...Additional Info:4 to 7 yearsSalary: RR50000 to R60000Job Reference #: 2313975144

1mo