dometic-b2b-ecommerce
Dometic
Remote,
United States
Full Job Description

Description:

Dometic Overview:
Millions of people around the world buy and use Dometic products. They’re RV users, boat owners, truck drivers, campers, outdoor people. And all part of a growing movement – a longing for freedom and adventure, a desire to explore the world and to stay away for extended periods of time. We call it mobile living. Our mission is to make mobile living easy through smart and reliable products with outstanding design.

To be successful in this role, you understand the importance of our core values – We are passionate, We act responsibly, We are building together and We embrace change; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Position Overview:
The role of the B2B e-Commerce Customer Specialist is to ensure that the Dometic for Business (D4B) site follows a buyer-centric approach and delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the buyer journey. Create exceptional Dometic for Business buying experiences for a customer or a prospect across digital touchpoints. To be able to do so, one must demonstrate strong product knowledge along with an ability to efficiently interact with customers, understand their buying journeys, pain points; and align with other business functions or internal stakeholders such as the product management, sales, marketing, and/or customer service teams, to find solutions. This position reports to the B2B E-Commerce Manager.

Duties:

Track a complex buyer journey across online and offline platforms and channels, devices, and touchpoints to drive to Dometic for Business (D4B). Each touchpoint where customers interact, transact, or engage with D4B and the brand is an opportunity to build a positive predisposition towards D4B and the brand.

Address the bigger picture experience (the overall experience of D4B and the brand across all touchpoints including even display ads or dealer showrooms), as well as the buyer experience, in a specific buying journey that ends in conversion. The outcome is a smooth, seamless customer experience across various touchpoints and channels, both online and offline.

As our partners-dealers and distributors-increasingly choose vast experience above everything else including price and even features at times, Dometic requires someone to understand unique buyer needs, expectations and journeys; and build brand and buying experiences that create a competitive advantage for the brand.

Proactively identify the gaps or concerns customers may come across in their journey and alleviate the chances of such occurrences. Listening skills are crucial to tap into the real insights behind what customers are saying, either in person, on the phone with customer service, or even on social media to their peers.

Work with various functional stakeholders to ensure those gaps are filled. (For example, a delayed billing process leading to loss of customers would mean working with both finance and IT to ensure the process is smoothed out and providing a solution through Dometic for Business (D4B).

Identify not just red-flag breaks in customer experience on D4B that need immediate fixing, but also opportunities to build ever stronger experiences that can deliver competitive advantage.

Identify ideal customer profiles and map customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements – from purchase to product return to customer support and make those come to life on Dometic for Business.

Liaison with internal teams such as marketing, sales, product development, account management, billing, finance, UX, etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged.

Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any, in the brand experience.

Raise red flags wherever the business process – billing, installation, or anything pre- or post-sales – needs correction to ensure the customer has a seamless experience with the company.

Ensure the customer experience strategies are aligned to the larger marketing and business goals and outcomes.

Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on customer experience performance parameters.

Provide reporting on a weekly, monthly, and quarterly using site analytics (Google Analytics), heat mapping and more

Requirements:

Qualifications:
Bachelor’s degree or equivalent in marketing, business or related field and five years of progressively responsible experience in e-Commerce
Experience creating customer journeys based on purchasing history
Experience engaging audiences
Strong analytical skills and ability to interpret and communicate data
Proficiency and aptitude with Microsoft products, including Excel, Word, and PowerPoint
Demonstrated experience with B2B (and/or B2B2C or B2C) e-commerce websites
Experience with Salesforce, Sitecore CMS, inRiver and Signifikant PIMs
Analyze data quickly and accurately to identify ways to improve the customer journey and drive overall business growth
Collaborate and work alongside local and global data teams, developers, and global e-Commerce team
Experience using web analytics (Google Analytics) and optimization tools
Use of Salesforce journey maker a plus

Dometic is an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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