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 (delivery, mobile order primarily) 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:

ü support the development of our digital commerce business (delivery and mobile ordering) 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

ü support the Online Trading Manager in developing an approach that places conversion, evaluation, and optimization at the heart of all activities related to Delivery and Mobile app

ü help with ensuring that our digital commerce platforms - delivery integrators platform, 3^rd parties ecommerce platforms - are fully integrated with our range of offline and online touchpoints, and provide a consistent and engaging experience for our customers in line with the Brand guidelines

The Online Trading Specialist will collaborate with other teams within Marketing, Category and Ops services teams to create the best omnichannel for our customers. He/she will demonstrate a strong appetite to learn and develop their skills as digital tools and techniques evolve.

ü 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

ü 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.).

ü Ensure that the product content on delivery and on our mobile app will be accurate and updated.

• 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 the experience of making a purchase in-store

ü Working with EMEA and the Digital tech stack vendors to deploy and roll out the new tech solution and their upgrade, ensuring our customers enjoy a seamless online experience.

ü Supporting on multiple projects and workstreams simultaneously, and demonstrating an ability to prioritize effectively.

ü Engaging the Starbucks MENA marketing team and stakeholders in the wider business, 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:

ü Over (2) years of digital commerce experience

ü Experience of working with complex and evolving customer journeys from initial engagement to check-out and order fulfilment

ü Experience of building successful working relationships with partners, providers and agencies

ü Experience of using test-and-learn methodologies and working with stakeholders to select and set appropriate KPIs

ü Experience of working with mobile app developers, especially mobile retail or delivery services

ü Strong understanding of digital retail back-end systems and order fulfilment processes

Desirable:

ü Experience of working with Insights (or similar functions) to develop experiences that are grounded in customer/ user research and understanding

ü Experience with large regional and matrix organizations

ü First-hand experience in the HORECA/or Food delivery aggregators

ü Experience as contributor to process improvement.

Skills:

ü Functional: omnichannel retail and customer experience; performance marketing, measurement, evaluation and optimization; creative briefing, development and judgment;

ü Non-Functional: stakeholder management; collaborating with agencies and partners; project management; self-directed learning and personal development; effective communication and presentation skills