Role Profile:
We are looking for an experienced and a driven Online Trading Specialist to add a new dimension to the Starbucks MENA’s Digital Customer Experience & Content team and support the expansion of digital commerce (delivery, mobile order primarily) in our organization. The ideal candidate will have a strong commercial mindset, a deep knowledge of digital retail platforms, and an appreciation for creating engaging online experiences that delight our customers. He/ she will draw on their existing experience with, and understanding of, digital commerce to:
ü support the development of our digital commerce business (delivery and mobile ordering) to become a key driver of top-line growth for Starbucks. Use digital analytics to constantly refine our digital proposition, driving increases in customer satisfaction, online revenue, and operating efficiency
ü support the Online Trading Manager in developing an approach that places conversion, evaluation, and optimization at the heart of all activities related to Delivery and Mobile app
ü help with ensuring that our digital commerce platforms - delivery integrators platform, 3rd parties ecommerce platforms - are fully integrated with our range of offline and online touchpoints, and provide a consistent and engaging experience for our customers in line with the Brand guidelines
The Online Trading Specialist will collaborate with other teams within Marketing, Category and Ops services teams to create the best omnichannel for our customers. He/she will demonstrate a strong appetite to learn and develop their skills as digital tools and techniques evolve.
The below Key Performance Areas include but are not limited to:
ü Ensuring that the development of our digital commerce platforms is guided by relevant customer insights, and outlining the need for new research to fill gaps in our understanding
ü Supporting the team to drive the performance of our digital retail platforms (revenues, orders, margin, penetration, customer acquisition, repeat orders) and driving continuous improvement by evaluating key metrics (landing page visits, in-app conversion, basket size and frequency etc.).
ü Ensure that the product content on delivery and on our mobile app will be accurate and updated.
ü Working with EMEA and the Digital tech stack vendors to deploy and roll out the new tech solution and their upgrade, ensuring our customers enjoy a seamless online experience.
ü Supporting on multiple projects and workstreams simultaneously, and demonstrating an ability to prioritize effectively.
ü Engaging the Starbucks MENA marketing team and stakeholders in the wider business, sharing our achievements and challenges
Knowledge:
Digital and online retail, integrating third-party apps and digital platforms, user experience research, test-and-learn methodologies, digital analytics (including extensive knowledge of Google Analytics) and performance evaluation, digital innovation, strong numerical and analytical ability. SEO best practices for ecommerce.
Experience:
Essential:
ü Over (2) years of digital commerce experience
ü Experience of working with complex and evolving customer journeys from initial engagement to check-out and order fulfilment
ü Experience of building successful working relationships with partners, providers and agencies
ü Experience of using test-and-learn methodologies and working with stakeholders to select and set appropriate KPIs
ü Experience of working with mobile app developers, especially mobile retail or delivery services
ü Strong understanding of digital retail back-end systems and order fulfilment processes
Desirable:
ü Experience of working with Insights (or similar functions) to develop experiences that are grounded in customer/ user research and understanding
ü Experience with large regional and matrix organizations
ü First-hand experience in the HORECA/or Food delivery aggregators
ü Experience as contributor to process improvement.
Skills:
ü Functional: omnichannel retail and customer experience; performance marketing, measurement, evaluation and optimization; creative briefing, development and judgment;
ü Non-Functional: stakeholder management; collaborating with agencies and partners; project management; self-directed learning and personal development; effective communication and presentation skills
Alshaya Group is a dynamic family-owned enterprise, first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers, Alshaya Group’s portfolio extends across MENA, Russia, Turkey and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business. Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to authentically deliver great customer service and brand experiences. Fresh, modern and relevant, Alshaya’s constantly evolving portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, through to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be. Brands such as Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn and KidZania.
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