Coordinates and facilitates structured process improvement activities aligned to our business goals.
Fosters a culture of continuous improvement through "zerodefect" philosophy and processes, providing thought leadership to and influencing change at all levels in the organization.
Responsible for improving service and process efficiency which will enable financial control and maintain customer satisfaction - constantly look to find agile, rapid ways of implementing fast
Understand customer first, design thinking.
1. Quality management
Leads and supports process improvement projects in the digital team that may have a wider impact. Performs quantitative analysis of key process indicators to identify opportunities for process improvement. Audits completed digital marketing projects to verify sustained impact. Communicates across all levels on project and program progress. Represent Omnichannel team's needs in other teams' prioritization processes. Performs general duties to support and improve the digital marketing program. Monitor, analyze, manage and report on process performances Identify and implement continuous improvement initiatives and projects
2. Customer experience
Ensure a consistent and delightful customer experience across all digital touchpoints of the Shoprite customer journey. Drive quality led improvements in the customer experience journey. Provides strategic input to customer experience improvements that help drive customer acquisition, customer retention, and conversion
Support integrated Omnichannel marketing through dynamic and customer-lovable products (including mobile features and offers). Actively promote and advocate quality assurance led customer experience improvements through "zerodefect" philosophy and processes
Drive exceptional customer services across omnichannel digital products (through quality control, routecause analysis, etc.) Adhere to and improve customer service levels across businesses and services. Provide integrated reporting and feedback across the business
5. People and Finance
Drive customer centric culture, processes and way of working. Plan, evaluate and manage budget for QA on a monthly and yearly basis
Bachelors Degree/three-year Diploma or equivalent experience in commerce, engineering
Master's Degree or additional qualification in marketing, business administration, information technology
Five + years prior experience as a QA specialist on digital consumer facing applications/eCommerce/omnichannel experience
Proven track record of successfully improving products/digital experience through data analytics and insights
General marketing/retail experience (two to three years)
Customer user experience and product management (two to three years)
Analytics/big data (one to two years)
Deep experience in quality assurance methodologies and practices in digital environment
Advanced digital product customer development through quality assurance practices
Analytical, ecommerce and mobile experience
Strong intellectual curiosity combined with a knack for recognising correlations, trends, and statistical irregularities
Understanding of African digital market and customers X Knowledge of legal compliance (Protection Of Personal Information Act, Electronic Information Act, etc.)
Analysing skills/problem solving skills/project management skills/presentation skills/writing and communication skills
Initiating action supporting and cooperating
Learning and researching
Organising and executing
Entrepreneurial and commercial thinking
Posted on 13 Nov 13:33
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