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Job no: 570480
Location: UAE
Dubai Head Office
Location: UAE
Dubai Head Office
Starbucks
From the beginning, Starbucks set out to be a different kind of company. One that not only celebrates coffee and the rich tradition, but that also brings a feeling of connection. Starbucks coffeehouses have become a beacon for coffee lovers everywhere because they know they can count on genuine service, an inviting atmosphere and a superb cup of expertly roasted and richly brewed coffee every time. It’s not unusual to see people coming to Starbucks to chat, meet up or even work. Starbucks is a neighborhood gathering place, a part of the daily routine – and we couldn’t be happier about it. Get to know us and you’ll see: we are so much more than what we brew. Starbucks prides itself on its people, or ‘partners’ as we call them. We strive to develop each partner to achieve their career goals, whether this is to become a district manager, Coffee Master or work within one of our Head Office functions.
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 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:
- support the development of our digital commerce platforms (livery, Mobile ordering, and payment) 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
- support the Online Trading Manager in developing an approach that places conversion, evaluation, and optimization at the heart of all marketing activities
- act as a Subject Matter Expert for digital commerce and ensure that online channels are fully represented in the way we think about our customer journeys
– ensure 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
- collaborate with internal stakeholders (e.g., IT and supply chain) and third parties (e.g., our technology suppliers and delivery apps) to translate business requirements into well-developed, tailored solutions
The below Key Performance Areas include but are not limited to:
- 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
- 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.). Highest priority will be Mobile ordering and payment, followed by delivery.
- Optimizing the customer menu experience at the Drive thru stores to increase Basket and sales.
- Collaborating with other team members to ensure that we have the right creative assets to stand out on multi-brand platforms and that content is appropriately tailored to ensure relevance in our region and individual MENA markets
- Ensuring that the service our customers receive via our digital retail platforms, including those owned by third parties, are in-line with Starbucks’ global standards and match or surpass the experience of making a purchase in-store
- Contributing to the broader conversation with the EMEA Starbucks team regarding digital experiences, and appropriately challenging or asking for collaboration and support
- Setting clear commercial objectives for our digital retail channels, based on customer insights and relevant benchmarks
- Ensuring that the objectives and KPIs we select for other Marketing activities are in-line with our commercial strategy and contribute towards increasing acquisition, conversion and retention
- Working with partners to monitor, manage and develop our back-end systems and tools, ensuring our customers enjoy a seamless online experience
- Running multiple projects and workstreams simultaneously, and demonstrating an ability to prioritize and delegate effectively
- Engaging the Starbucks MENA marketing team and stakeholders in the wider business, emphasizing the importance of digital retail for the future of our business, and 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:
- Over (2) years of digital commerce experience
- Experience of working with complex and evolving customer journeys from initial engagement to check-out and order fulfilment
- Experience of building successful working relationships with partners, providers, and agencies
- Experience of using test-and-learn methodologies and working with stakeholders to select and set appropriate KPIs
- Experience of working with mobile app developers, especially mobile retail, or delivery services
- Strong understanding of digital retail back-end systems and order fulfilment processes
About Us:
Alshaya Group is a dynamic family-owned enterprise which was 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 customers an unparalleled choice of well-loved international brands, including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Vavavoom, Pottery Barn and KidZania.
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 delivering great customer service and brand experiences.
Fresh, modern, and relevant, Alshaya’s constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be.
Advertised: 26 Jun 2022 Arabian Standard Time
Application close: 25 Jul 2022 Arabian Standard Time
