D2c Manager, Direct to Consumer Ecommerce

SUMMARY

Reckitt is driving agressive growth in direct to consumer, E-Commerce globally. We are looking for an innovative individual to overdrive and oversee the direct to consumer online business with a unique combination of digital content, social media, CRM, digital media execution, customer service and fulfilment operations.
- The D2C Manager is key to the delivery of these objectives:
- Work with the team, leveraging the CRM framework and KPIs as a channel to drive consumer engagement, customer satisfaction and consumer segmentation that lead to both equity building and direct to consumer purchase. This also includes a differentiated engagement strategy for operational CRM for E-Commerce that uses predictive cross-sell, trade-up and new product launches.
- Drive the development of social media tactics for direct selling in terms of channel strategy, retargeting and media. Set up and monitor KPIs that drive conversion to purchase on channels such as Facebook, Pinterest, Instagram and others.
- Drive the development of the website and channels, digital content development for direct selling, developing enhanced and B+ content for products, measuring outcomes through KPIs on consumer engagement, and develop and execute an A/B testing framework to continuously improve content KPIs, either through in-house developers or agencies.
- Drive a multi-channel media tactics to drive consumer conversion to purchase on all direct selling platforms. This may involve the set up of a DMP as a tool to drive retargeting and digital lead generation. Media optimization (Cost Per Acquisition - CPA) and a deep understanding of the KPIs that drive reduced media spend and increased purchase conversion.
- Work with the team to evaluate 3rd party logistics companies in partnership with RB, and operate/run the operations to execute small parcel pick and pack and delivery of parcels through either local postal services or specialized parcel delivery services. Monitor shipment and delivery KPIs to meet customer service standards for E-Commerce, including operating cost optimization from time to time, which may include packaging simplification and streamlining operations.
- Work with the team to evaluate customer service providers (including RB-owned customer service) and operate and run E-Commerce customer support that manages product support, order enquiries, payment refunds and over-the-phone orders. Monitor customer service KPIs to meet in-bound as well as out-bound call standards as expected for E-Commerce operations.
- Work with internal RB supply services to ensure that products available for sale are constantly in stock (99.5% availability) and pricing is consistently matched with external retailers. Ensure stock in 3rd party logistics/warehouses are within safety stock range and provide monthly forecast to RB demand planners to ensure constant supply of product, particularly high rotation items.
- Work with Finance on payment of service providers, month-end closing of store operations and inventory closing positions. Manage the store profit and loss statements monthly. Ensure timely reporting of sales, returns and fulfillment services.
- Additionally, the role requires effective communication and team skills, the ability to formulate clear recommendations on business challenges, issues and a drive to achieve within set timelines and objectives.

SCOPE/DIMENSIONS OF ROLE- Position is focused on driving direct to consumer for Brazil, and to implement best practices globally in key direct to consumer countries/markets.

**Long Description**:
RESPONSIBILITIES
- Overall accountability for the sales, operational costs and profit of the Brazil D2C business
- Overall accountability of the operations of the D2C business in Brazil
- Collaborate with other areas within the business to help identify, assess and translate business opportunities and risks into direct to consumer engagement.
- Create and enhance current and future business processes to meet growing needs of business requirements.
- Drive the design and enhancement/modification of business systems through analysis, clarification and definition of user requirements.
- Provide ongoing project management for vendor projects including initiation/evaluation, design, development, training and roll out.
- Drive project activities with other appropriate team members within the business to develop effective team relationships.
- Create and maintain project documentation including policies and procedures, status reports, system design, process flows and project presentations.
- Actively seek to share and be open to best practices, new ideas, opportunities and issues.

KET INTERFACES
- Regional Head of D2C
- Global Direct to Consumer GM
- Global Digital Marketing VP (advisory role only)
- All functional groups within D2C

**Long Description**:
PROFESSIONAL QUALIFICATIONS- Self-motivated, highly flexible and takes the initiative to do what’s needed
- Experience E-Commerce direct to