Digital Experience Executive

PURPOSE OF JOB:
(eB2B2C | Operations, Campaigns & Customer Support)

The Digital Experience Executive supports the daily operations and customer engagement of the eB2B2C platforms. This hands-on role involves campaign and loyalty execution, platform updates, and customer support. The role ensures smooth platform operations, timely fulfilment, and a positive experience for customers and consumers.

MAJOR ROLES & RESPONSIBILITIES:
eB2B2C Platform & Campaign Execution:

• Support setup and execution of eB2B2C promotions, campaigns, and loyalty mechanics (e.g. vouchers, rewards, redemptions).


• Prepare monthly eB2B2C price lists and platform-exclusive promotions.


• Ensure platform content (prices, promotions, banners) is accurate and up to date.


• Coordinate with Trade Marketing on campaign assets and banners for the platform.

Customer Service & Troubleshooting:

• Process and capture Customer orders accurately on the eB2B2C platform.


• Communicate with Customers and Distributors on delivery schedules and order status.


• Respond to Customer, Sales Officer, and Distributor enquiries in a timely and professional manner.


• Escalate unresolved issues and follow up until closure.


• Support service recovery to ensure customer satisfaction.

Operations & Platform Administration:

• Monitor daily stock availability and coordinate with Supply Chain, Distributor, and RTC teams to support fulfilment.


• Update Sales Officers on stock issues and next steps when delays occur.


• Maintain accurate eB2B2C user accounts and outlet information (new accounts and edits).


• Support operational updates affecting pricing or delivery (e.g. price changes, GST, public holiday cut-offs).

Communications & Reporting:

• Send customer communications (e.g. SMS, platform messages) on promotions, system updates, and key notices.


• Track basic platform and campaign performance (e.g. orders, usage, redemptions).


• Prepare simple reports and operational updates for internal teams.

Key Deliverables & KPI:

• Improved Customer Satisfaction - Deliver timely, accurate order processing and responsive customer support to maintain and improve customer satisfaction levels through loyalty.


• Digital Adoption & Customer Recruitment - Support onboarding of new customers onto the eB2B2C platform through effective campaign execution, platform guidance, and coordination with Sales and Trade Marketing teams.
  Customer Retention & Engagement - Execute campaigns and loyalty initiatives that encourage repeat usage and sustained engagement on the eB2B2C platform.


• Self-Service Adoption - Drive usage of self-service features by guiding customers to place orders, access promotions, and manage accounts independently on the platform.


• Operational Accuracy & Consistency - Ensure platform content, pricing, promotions, and customer data are accurate and up to date to support a smooth customer experience.