Job Description

Job Title: Customer Experience Section Manager Department : I-ME Marketing, CX and PR/Event Function: CX Legal Entity: NMEF Location: Dubai (UAE) Type of contract: Section Manager Direct Manager: Deputy General Manager CX and Innovation Manager's Manager: General Manager Marketing, PR & CX

PURPOSE / DETAILS OF THE JOB

Mission & Main Objectives Management of I-ME regional websites (incl. E-commerce) Management of digital innovations (Showroom app, Whatsapp for business, etc.) Utlise UI/UX expert knowledge to optimize user interfaces and user journeys for digital products Manage SEO with agency support through technical monitoring, analytics and recommendations Extensive collaboration with cross functional teams, agencies, and global counterparts

Main tasks and responsibilities: Website and E-commerce: Manage the I-ME websites (NSC and I-ME) as content owner. Lead the management of website innovation projects (e.g. UX and UI enhancements, Management of E-Commerce websites, enabling new components) and act as main point of contact with agency and global counterparts Monitor user feedback and analytics to identify areas for UX improvement, and to constantly strive for a seamless digital customer experience Define a regular schedule for website updates with agency, including all content updates, security patches, and software updates. Ensure that all website elements are functioning correctly, such as forms, links, and navigation. Ensure product content complies with regional specifications by liaising with CMM teams and other related stakeholders Funnel management (QA, leads and conversion) Implement a content management strategy to ensure timely publication of new content Create a content calendar for planning and scheduling content updates Conduct usability testing and make necessary adjustments to enhance the user experience Ensure contextual and technical SEO, manage the analytics and performance of the websites, generate reports to keep track of main KPIs to provide a clear understanding on how the websites are performing from an operational perspective. Optimize SEO content with the agency, including keyword integration and improving readability Steer the agency to develop an on-page optimization plan, including optimizing meta tags, headers, and content. Steer the agency to plan off-page optimization efforts, such as link building and content marketing Support day to day service management of the website to ensure the sites are operational. Act as a lead between E-commerce team and multiple business stakeholders to enhance website performance and meet the business objectives Oversee the design, functionality, and performance of the eCommerce websites. Ensure a user-friendly and visually appealing website layout and experience that maximizes conversions. Implement responsive eCommerce design for mobile users. Manage the product catalog, including adding new products, updating existing ones, and discontinuing underperforming items. Implement effective inventory management practices to prevent stock outs and overstock situations. Optimize the online shopping experience, ensuring a smooth and intuitive user interface. Monitor and improve the checkout process to reduce cart abandonment rates. Collaborate with internal functions to create a premium online customer experience by monitoring the main KPIs (qualified audience, leads etc..) Regularly review and update privacy policies and terms of service

Digital Innovation scope: Initiate new digital innovations (e.g. Chatbot powered AI projects, audiences qualification etc.) Manage and develop the Online Vehicle Configurator for I-ME Manage, develop and enhance all digital applications (Showroom app, MyINFINITI app) from UI/UX standpoint and develop further functionalities Support the development of any new digital innovation Act as the main point of contact with agency and global counterparts for new digital innovations

BACKGROUND & SKILLS REQUIRED

4 - 6 yrs Experience OEM Automotive experience a plus UI/UX and omni-channel experience Previous website management, eCommerce and SEO experience Knowledge in CMS systems (Adobe Experience Manager) Specific technical skills Advanced MS Office, mainly PPT & Excel UI/UX Certification a plus Salesforce knowledge Adobe Analytics Google Analytics Google Console

Minimum Education University degree in Digital, Marketing / IT/ Business Administration

Language Requirements Fluent in Business English; Arabic speaker preferred Overall skills Pro-active, solution seeker and creative problem-solving, analytical, goal-driven, results oriented, strong team player, in touch with industry trends, digital agency background is a plus. Ability to work-cross functionally, especially with Marketing, Sales and Product. Know how on agency relationshipDubai United Arab Emirates

R00149979