The primary responsibility of this position is to Strategize, plan and implement the overall online strategy for the organisation . The position will be responsible for the website, online trading and in building the entire faceless strategy to acquire, activate and retain customers.
Goal Category Goal Definition
Financial To position online proposition as the most suited in the industry via website, trading platform and user experience.
To Strategize lead generation through website and landing pages via promotions, customer communication, social media, blogs, etc.
To implement new products and enhance features of existing products
Process To drive efficiency and increase productivity by identifying and implementing processes related to online enhancements - website and platforms.
Customer To enhance the website with better user interface and self-servicing tools for prospects and customers
To drive new product development by enhancing the existing product proposition with value adds, ensure timely implementation of projects and assist front line with product demos, faqs, product brochures, etc
To define the service proposition for online customers by identifying gaps if any in the service proposition and plug them and continuously review the service delivery to end customer
To define MIS structure for online business and share with stakeholders. The MIS should analyze trends and capture opportunities and track website metrics and user engagement flow.
To ensure delightful Customer experience by timely resolve customer facing issues, taking periodic feedback from customers internal and external and coordinate with stakeholders to resolve issues
Ensure user experience on website and all other customer touch points is optimum at all times.
Learning Develop individual and team skills and knowledge to enable staff to effectively work as a team, manage assignments and achieve targets.
Identify knowledge gaps and address them. Develop broking industry network to understand and leverage competition.