E-Commerce Manager

E-Commerce Manager

Department: International Higher Education Customer Services

Reports to: VP Customer Services

Location:

About Pearson

Pearson is the world's leading learning company, with expertise in educational courseware, assessment, and a range of teaching and learning services. Our purpose is to help everyone achieve their potential through learning. We believe that learning opens opportunities, creating fulfilling careers and better lives.

We Value Diversity and Inclusion. We value the power of an inclusive culture, so we embed diversity and inclusion in everything we do. Pearson promotes a company culture where differences are embraced as strengths, opportunities are equal and accessible, consideration and respect are the norm, and all employees are given the chance to reach their full potential.

Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant company. People are at the centre of our company. We are committed to a sustainable environment and workplace ecosystem where talent can learn, grow, and thrive.

About the Team:

The International Customer Services & Support team are responsible for the design and delivery of support services across both B2B and D2C Higher Education customers covering around 82 different countries outside of the USA.

We execute on this purpose by delivering data-derived insights that inform performance against agreed KPIs, opportunities for improving the customer experience and key business decision making.

Role Overview:

We are seeking a dynamic and results-driven E-Commerce Manager to lead the operational rollout of our new B2B e-commerce platform. This pivotal role will ensure the seamless deployment of the platform, drive adoption among users, and track its impact on customer behaviour, particularly in reducing support contact volumes through enhanced self-service capabilities.

Key Responsibilities:

1. Platform Rollout and Operations:
   • Lead the end-to-end operational implementation of the B2B e-commerce platform, ensuring all functionalities are tested, optimized, and launched on time.
   • Collaborate with cross-functional teams, including Product, IT, Marketing, Sales, and Customer Support, to ensure the platform aligns with business needs and customer expectations.
   • Oversee the development and execution of a comprehensive onboarding plan for users, ensuring smooth adoption and transition.
2. Driving Adoption and Engagement:
   • Develop and execute strategies to promote the platform's usage among existing and new customers, emphasizing the value of self-service tools.
   • Partner with Marketing and Sales teams to create targeted communication, training, and outreach campaigns to encourage adoption.
   • Act as a key advocate for the platform, regularly gathering user feedback to refine and enhance features.
3. Customer Experience and Self-Service Enablement:
   • Design and implement self-service opportunities within the platform to empower customers, such as order tracking, account management, FAQs, and knowledge bases. Monitor and ensure a seamless user experience, proactively addressing pain points and driving continuous improvements.
4. Data-Driven Insights and Reporting:
   • Establish KPIs and metrics to measure platform adoption, customer satisfaction, and operational efficiency.
   • Track and report on reductions in customer support contacts directly attributable to self-service capabilities.
   • Provide actionable insights to stakeholders on platform performance, customer behavior, and opportunities for optimization.
5. Continuous Improvement:
   • Stay up-to-date with e-commerce best practices, industry trends, and emerging technologies to ensure the platform remains competitive and customer-focused.
   • Identify and implement process improvements to enhance operational efficiency and user satisfaction.

Key Skills and Qualifications:

• Experience: Proven track record in managing e-commerce platforms, particularly in a B2B environment, with experience in operational rollouts and customer engagement strategies.
• Technical Skills: Familiarity with e-commerce systems, digital tools, and analytics platforms. Experience with self-service and automation tools is a plus.
• Project Management: Strong organizational and project management skills, with the ability to manage multiple tasks and stakeholders.
• Customer Focus: Deep understanding of customer behavior and the importance of delivering exceptional digital experiences.
• Analytical Skills: Proficiency in analyzing data to measure success, identify trends, and drive decision-making.
• Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to lead a critical business initiative in a growing digital environment.
• Collaborative and inclusive company culture.

Join us and play a key role in shaping the future of our B2B e-commerce experience, driving operational excellence and delivering value to our customers through innovative self-service solutions.

What to expect from Pearson:

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 17907

#LI-REMOTE