Infiniti Customer Experience Section Manager

Dubai, United Arab Emirates
Nissan
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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 relationship
Dubai United Arab Emirates

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Job Detail

  • Job Id
    JD1599721
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Dubai, United Arab Emirates
  • Education
    Not mentioned
 
 
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