Digital Customer Experience Coordinator

Job Posting Title Digital Customer Experience Coordinator The challenge An exciting opportunity has arisen to contribute to the development of the Service Team at Haier Europe. The Company is on a journey to achieve ambitious business growth and leadership objectives in the region, and we need someone who is passionate, proactive, selfdriven and motivated to join a team of open-minded individuals. We are looking for an individual who demonstrates the core values of the Haier’s attitude: entrepreneurship and innovation, zero distance to consumers and IoT & Ecosystem thinking. A true change agent with an agile approach thriving for idea contamination and with a hyper collaborative approach that breaks silos and creates an open ecosystem. What you will do The Digital Customer Experience Coordinator will support the Digital CX and Content Manager in defining and improving the UX and the UI for our brand’s websites. This position sits in the European Headquarters within the IoT and Brand Division in the Digital and CRM Team. As Digital Customer Experience Coordinator you will be responsible for analyzing and optimizing the end-to-end digital customer experience of the Haier Europe brand websites with a special focus on the ecommerce enabled ones. You will contribute to the continuous improvements of Haier Europe brand websites consistently with the brand strategy, taking into consideration the best practices of the online execution, what needs to be improved in the online user experience, the needs and the peculiarity of the single markets and technological constraints of the platform. What you will do- You will coordinate digital agencies ensuring that UI design is seamlessly integrated with the brands’ vision and guidelines and the overall user experience will be satisfying, user-friendly, enjoyable and conversion oriented, prioritizing a "mobile-first" approach.- You will be responsible of developing and implementing strategies to improve conversion rate according to the stage of the customer’s lifecycle and you will oversee managing a CRO table coordinating cross-functional teams, external suppliers, and internal stakeholders to increase conversion rate, enhance the customer journey and to ensure successful execution of projects.- Leveraging on data, heatmaps, user research, A/B, and multivariate testing you will understand customer behavior, preferences and pain points and you will translate findings into actionable improvements for the customer experience.- You will be responsible for establishing and monitoring key performance indicators, analyzing results to measure the effectiveness of UX/UI changes and the impact on the conversion rate to iterate on strategies for continuous improvement.- You will oversee the project management developing and managing project timelines, budgets, and deliverables to ensure successful execution of projects. You will work closely with relevant teams to align customer experience with the overall business objectives.- You will be also in charge of creating decks and reports about the project and the main insight and you will be responsible of sharing the knowledge with the key stakeholders of the project in the company to have them informed about the activities centrally planned and to provide insights for continuous improvement fostering a collaborative culture focused on customer satisfaction.- You will manage the end-to-end process and you will be accountable for managing autonomously your daily workload in a highly dynamic and agile work environment.- You will synchronize with SEO strategy to get advantages from the organic traffic and increase conversion rate also from organic search, identifying growth opportunities, suggesting improvements, and implementing corrective actions if needed. What you need to succeed Must Have: - Deep knowledge in digital marketing, strong understanding of digital platforms and technologies, awareness of the constraints and opportunities of working with a highly customized CMS. He/she has a deep understanding of editorial logic, efficiently managing content and facilitating effective publication. Utilizes CMS modularity for targeted user experience customization and brings experience in defining workflows for optimal content management;- Proven experience in managing UI and UX projects having dealt with it personally or having coordinated agencies or teams of professionals; proficiency in fundamental web design principles and user-centered design, capable of creating visually appealing, responsive interfaces that prioritize usability. Experience in wireframing, prototyping, and adhering to accessibility standards. Adept at conversion-oriented design, strategically optimizing user flows and elements to enhance conversion rates and consistently staying updated on industry trends;- Previous experience in managing multi-lingual and multi-country projects and awareness of the need behind cultural differences and can properly u