E-commerce Experience Analyst

1 mese fa


Roma, Italia Bulgari A tempo pieno

Posizione

**E-COMMERCE EXPERIENCE ANALYST**

Bulgari Spa is looking for an E-commerce Experience Analyst within the Omnichannel Department in the headquarter in Rome.

Directly reporting to the E-commerce Product Owner, the E-commerce Experience Analyst will be responsible for monitoring and analyzing online shopping behaviors, checkout funnel abandonment and NPS post purchase and post-delivery across 90 countries worldwide and propose corrective actions to the relevant department.

This is a great opportunity to lead an online customer insight acceleration program in one of the most well-known iconic luxury brand in the world.

**Key accountabilities**:

- Monitor and analyze customers satisfaction through NPS and VOC surveys, as well as online checkout KPIs to spot opportunities of improvement
- Run deep-dive analysis to identify the root cause of negative scores, and propose solutions
- Partner with customer service team and markets representatives to gather insights and feedbacks on consumers behaviors and needs
- Work closely with technical maintenance team to fix issues, and with ecommerce development team to refine new feature creations based on customer insights
- Understand front-end and back-end ecommerce processes, as well as countries peculiarities, to contextualize data and propose accurate solutions to improve customer satisfaction
- Track, manage and share customer experience insights to enhance practices around the different teams (customer service, logistic, retail)
- Analyze developed solutions to measure their effectiveness

Profilo

**Qualifications & skills**:

- 1-2 years of experience as ecommerce or digital analyst
- Master’s degree in engineering, business, marketing, or another relevant field
- Understanding of website platform technologies and ecommerce flows
- Sound knowledge of Google Analytics
- Ability to read and contextualize data, abstracting key learnings
- Ease in a complex and fast paced ecosystem
- Self-organized, Highly collaborative, Meticulous
- Fluent in English and Italian
- JOB NUMBER
- ***

**BULG07016**:

- COUNTRY / REGION
- ***

**Italy**:

- CITY
- ***

**ROME**:

- CONTRACT TYPE
- ***

**Temporary**:


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