Omnichannel Capability

Description

Responsible for developing and implementing strategies that enhance our omnichannel capabilities, ensuring a seamless and integrated customer experience across various touchpoints that align with commercial goals and strategies.

Job Accountabilities:

1. Collaborate with cross-functional teams to identify capability gaps and development needs across omnichannel touchpoints.
2. Support the roll-out of new tools, systems, playbooks, and processes to empower customer-facing teams.
3. Develop and manage documentation (e.g., SOPs, training materials, onboarding guides) to ensure consistent execution across channels.
4. Monitor and evaluate the effectiveness of capability programs using performance metrics and feedback loops.
5. Develop and execute omnichannel strategies to enhance customer experience and drive business growth. 
6. Analyze customer data and market trends to identify opportunities for improvement in the omnichannel experience. 
7. Provide recommendations for technology and process enhancements to support omnichannel operations. 
8. Stay updated on industry best practices and emerging trends in omnichannel marketing. 
9. Responsible for understanding, implementing the requirements of the occupational safety and health management system and environmental management system in accordance with their respective duties and functions.