Customer Experience & Retention Specialist

This competition is restricted to internal applicants of the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying.

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits .

Location

This role is hybrid with a mix of remote and in-person at our North Edmonton campus. 

Working for the University of Alberta 

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Department/Faculty Summary

The University of Alberta Bookstore is the campus source for class course materials, lab kits, school supplies, U of A merchandise and more! We are a dynamic team that supports each other to achieve our goals and deliver amazing customer service to all our clients.

Position Summary

Reporting to the Store Manager and working in collaboration with Store & central University teams, the Customer Experience & Retention Specialist, is tasked with overall eCommerce Management, aiding with the store’s business development, and assisting with store procurement.

With passion, self-motivation and detail-oriented execution, the incumbent will advance efficiency, help increase overall sales and profit, and, most importantly, improve the image of the Store. The incumbent is often the face of the Store and brand ambassador when meeting new people and coordinating with campus groups. The incumbent will be highly organized and have tremendous people and communications skills.

Duties

eCommerce Management

• Responsible for keeping all bookstore.ualberta.ca content up-to-date, including, but not limited to:
• Adding new web pages and editing existing web content and product photos.
• Regularly auditing Netsuite-based site and related database entries to ensure the website adheres to responsive design and accessibility standards, and information is complete, accurate and SEO friendly.
• Use Google Data Studio and Netsuite analytics tools to identify opportunities for site improvement and content features. Work with External Relations to plan, develop and integrate new content into Netsuite/SuiteCommerce.
• Troubleshoot errors
• Keep up to date on new developments/tools in Netsuite/SuiteCommerce and integrate them into the system as appropriate
• Work with the IT team to develop/maintain custom extensions, perform maintenance, etc. in Netsuite/SuiteCommerce, related plugins and APIs as required
• Identify ways to use Netsuite tools to simplify and improve workflows for each role.
• Create and maintain development documentation, training materials, templates and other resources for Netsuite/SuiteCommerce.

Business Development

• Acts as a liaison between External Relations Marketing (ER-Marketing) and the Store. Submit requests, ensure the central marketing team has all relevant information (business goals, outcomes, content etc.), provide feedback, and work in partnership with central resources to help execute marketing strategies.
• Coordinates with ER-Marketing and Store management to inform the development of an overall marketing strategy and plan individual campaigns/features (i.e. web transitions, promo calendar, creative briefs, email marketing, etc.). 
• Works with other team members to identify new opportunities to expand and/or improve products/services, potential partnerships, market segmentation, etc. Researches and develops business plans for new services or other endeavours, providing cost analysis, market assessment, and other information needed to assess viability. Presents to Store management for further consideration.
• Provides project management support for approved ventures, including planning, risk assessment and abatement, communication and implementation support, as well as post-project assessment. Works with relevant parties to establish and control deadlines, budget, resources, etc. and ensures deliverables are completed on time (or project timeline is adjusted or additional resources are added where required.)
• Improves sales by creating lasting relationships with customers and delivers an exceptional customer experience.
• Assesses all customer touchpoints and identifies areas that need improvement/updates. 
• Works with Store Management, External Relations, and other areas, as necessary, to develop and implement improvement plans for signage/wayfinding, store layout, customer service and communications, online and in-store resources, accessibility, etc.
• Assists with RFP development, vendor assessment and selection, solution implementation, training and communication arrangements as requested.

Custom Orders / Purchasing

• Works with the Fine Arts department and other stakeholders to identify products needed for both the public Art Store and Fine Arts/Design course packages. Source and purchase art and design supplies.
• Works with clients to select products that best fit their needs, budget, etc. and provide quotes.
• Works with clients and ER-Marketing to adapt or develop designs for promotional products.
• Performs pre-press checks on artwork prior to sending to vendor and review proofs to verify they are correct; communicate with vendor, client, ER-Marketing re: deadlines, changes, any concerns or issues with files, etc.
• Develops and maintains a portfolio or catalogue of custom products available for order. Works with ER-Marketing to expand awareness of custom order service and product range available through the Store, plus benefits of ordering with us vs another vendor.
• Researches alternative vendors, and options for promotional products that may increase ease of ordering and value for the customer plus store profitability, including branded portals. Consultation with External Relations trademarks and licensing will be needed on all new vendors.

Qualifications

Education

• A post-secondary diploma/degree in communications, marketing or web design.

Experience

• A minimum of 3 sales and web development experience, with a particular focus in eCommerce.

Skills

• Excellent customer service experience with a focus in eCommerce and digital platforms.
• Excels at building and maintaining strong relationships with stakeholders.
• Experience working in collaboration with marketing units to achieve sales outcomes.
• Superior attention to detail as well as excellent verbal and written communication skills.
• Strong analytical, and project management skills.
• Ability to think strategically and problem-solve.
• Ability to manage multiple projects and demands at a time.

Knowledge

• Expert knowledge of enterprise Content Management Systems and eCommerce modules.
• Expert knowledge of best practices for web design including responsive design, SEO, and accessibility
• Expert knowledge in writing for the web.
• Working knowledge of Google Analytics and other digital analytics/reporting tools.

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.