Mgr - Amazon Customer Experience

Job description

Amazon Customer Experience Manager

L’Oréal USA Luxury Products Division
Overview

The Luxury Products Division (LUXE) is looking for a passionate marketing candidate to join the LUXE team and be responsible for the Amazon business.

The role requires the ability to support the brand in day to day marketing activity, content creation and day-to-day operations in order to meet brand’s objectives. This includes accountability for the Amazon business and its success relies on working cross-functionally. Candidate must have strong creative, analytical, writing and research skills, and the ability to multi-task in a fast-paced environment and manage internal and external resources to successfully bring projects to life.

This position reports to AVP Amazon

Overall Marketing Responsibilities
·  Build best in class content
·  Set up new products on Amazon using the NIS form and follow required launch process to ensure correct ASIN creation
·  Work closely with Marketing team on content creation for new launches and pillars, including copy, alt images A+ content, videos, reviews generation
·  Collaborate with brand liaisons in the US and DMI teams to ensure alignment and that needs are met, including communicating content needs and sharing of best practices
·  Partner with internal teams to produce content in company’s content studio to solve for business needs
·  Accountable for customer experience and conversion on Amazon brand content pages including product detail pages and brand store
·  Ongoing maintenance of catalog and PDPs including optimization of product titles, descriptions, images, videos, and A+ content,
·  Collaborate with internal teams to share content best practices
·  Promotional Planning & Execution
·  Monitor promotional activity of all relevant online partners and document for LUXE placements as well as competitive activity
·  Manage promotional planning calendars and communicate to the brands and sales teams
·  Execute tentpole and targeted promotions according to business goals and objectives

·  Data Driven Responsibilities
·  Search optimization
·  Work with Marketing team to optimize all content for SEO on Amazon to achieve high ranking and visibility
·  Analyze keywords using Amazon Retail Analytics (ARA) as well as external tools to identify opportunities for both short and long tail search terms
·  Optimize copy to ensure we are reaching the right consumers
·  Conduct A/B testing on keywords, titles, and content
·  Support daily customer centric responsibilities
·  Monitor customer user generated content (reviews, Q&As) and facilitate response working with Marketing and Customer Care Center
·  Work closely with Marketing and Sales to ensure that strategy is being executed and optimized
·  Analysis and reporting as needed
·  Analyze performance of content using relevant ARA reports and present findings to measure sales and conversion and to identify opportunities to improve
·  Optimize content and keywords based on results driven data
·  Analysis of competitive & complimentary products to identify trends and opportunities
·  Operations
·  Vendor Central
·  Manage Vendor Central, and support ecommerce operations
·  Update key financial, operations, and KPI reporting weekly
·  Manage POs and troubleshoot issues with Amazon and internal teams weekly
·  Case management with Amazon support for issue management and resolution
·  Requirements

·  3+ years retail, CPG, wholesale or DTC work experience
·  Ecommerce experience (experience working with Amazon is ideal, but not required)
·  Strong attention to detail and accuracy of execution
·  Communicates clearly and succinctly in both oral and written forms
·  Highly organized with proven multi-tasking ability
·  High proficiency in Excel (including pivot tables) and data analysis
·  Proficiency in MS Word and PowerPoint programs and the ability to create high impact presentations
·  Proactive and results oriented thinker who would flourish in an entrepreneurial environment where new ideas are championed
      #DDIR

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please emailUSApplicationAccommodation@support.lorealusa.com . Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.