Online Brand Specialist

As a Brand Manager for our direct-to-consumer (D2C) website, your primary responsibility is to enhance the performance and perception of the brand. You will be tasked with ensuring a seamless and engaging customer experience on the website, as well as managing CRM initiatives to boost customer retention and loyalty. Your duties will include managing the day-to-day operations of the D2C website, which involves tasks such as content updates, merchandising, homepage banners, and product listings. You will also be responsible for monitoring and reporting key website KPIs like traffic, bounce rate, conversions, and average order value (AOV). Additionally, you will oversee the entire customer journey from landing on the website to checkout and post-purchase follow-ups. To continuously improve the customer experience, you will need to implement customer feedback into website enhancements and collaborate with fulfillment teams to ensure timely and accurate communication regarding orders, returns, and shipping. Analyzing behavioral data to identify drop-off points and proposing solutions to optimize the customer journey will also be part of your role. In terms of CRM strategies, you will be expected to develop and execute campaigns across various channels such as email, SMS, and in-app/push notifications. This includes creating lifecycle campaigns such as welcome series, cart abandonment reminders, re-engagement initiatives, and post-purchase flows. Key attributes required for this role include a customer-obsessed mindset, a results-driven and data-oriented approach, collaborative and proactive communication skills, as well as agility to adapt to a fast-paced and evolving environment. The success of your performance will be measured based on key performance indicators (KPIs) such as website conversion rate, cart abandonment rate, email/SMS engagement metrics, repeat customer rate, and overall customer satisfaction.,