Overview
Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home.
At Dunelm, that’s what we do.
We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.
The Digital Trading Team sits at the heart of Dunelm’s online business.
The team’s primary objectives are to:
* Develop customer shopping journeys that are relevant and commercial
* Help customers to discover products that meet their needs and deliver joy
* Help customers understand the features and benefits of our products
* Maximise product and category growth opportunities, using insight from multiple sources
The team work collaboratively with many different business functions- from working with our commercial teams to develop emerging product opportunities, through to understanding customer behaviour with our finance and I&A teams.
The digital trading team work alongside our store operations teams and our Customer Care Centre.
The team have a key role in influencing the optimisation and technical development of our digital shopping channels.
This is a key new role, that will help unlock the next phase of our Digital Made to Measure Growth. This position will provide critical support in driving business growth through digital channels by assisting with the management of product launch, daily operations, data analysis, performance tracking, and project coordination. The role offers an opportunity to gain valuable exposure to a high-impact, cross-functional team, contributing to long-term digital.
What you'll be doing
Launching New Products:
* Coordinate Product Launches: Assist in the end-to-end process of launching new M2M products across digital channels, ensuring all teams are aligned and all assets (product listings, imagery, copy, etc.) are ready for launch.
* Support Product Positioning: Help shape and implement digital strategies that ensure new products are effectively positioned and communicated across the digital platforms, including the website, mobile app, and mPOS.
* Monitor Launch Performance: Track and report on the success of new product launches by analysing digital sales, customer feedback, traffic, and engagement, adjusting strategies as needed.
* Cross-functional Collaboration: Work closely with the M2M Product Team, Marketing, and Digital teams to ensure new products are well-integrated into the digital ecosystem, ensuring smooth customer journeys and optimized product visibility.
Optimising Customer Journeys:
* Customer Journey Mapping: Assist in mapping out the customer journey across digital channels to ensure a seamless experience from awareness to post-purchase. Identify areas for improvement and optimize the customer path to increase conversions.
* Customer Experience Enhancement: Work with digital, Manufacturing and CCC teams to identify friction points or gaps in the customer journey, ensuring that the digital touchpoints are aligned with M2M’s brand promise/ proposition and customer expectations.
* Collaboration with Product & Tech Teams: Regularly collaborate with the Product, Tech, and Experimentation teams to implement digital solutions that enhance customer experience, such as improving site navigation, mobile responsiveness, and checkout processes.
* Data & customer information quality: Ensure data feeding site and experience is up-to-date and accurate at all times to ensure maximum effectiveness of offer to customers.
Planning and Executing Promotions and Customer Moments:
* Promotional Calendar Coordination: Support the planning and execution of the M2M digital promotional calendar, ensuring that key promotional moments (seasonal sales, product launches, etc.) are integrated into the digital trade plans.
* Campaign Execution: Work with the Digital Marketing Team to support the execution of campaigns, promotions, and customer moments across digital touchpoints. Ensure that promotions are aligned with customer needs and business objectives.
* Promotion Performance Tracking: Monitor and report on the performance of digital promotions and campaigns, providing insights on sales, traffic, conversion, and engagement. Share recommendations for future campaigns to optimize results.
* Customer Engagement During Key Moments: Collaborate with the CRM and Digital Marketing teams to create compelling, timely messaging and touchpoints that engage customers during key moments, such as purchase anniversaries, product recommendations, or follow-up offers post-purchase.
Competitor understanding:
* Competitor proposition: Monitor and report on key competitor proposition changes in terms of their offer and USPs
* Competitor marketing calendar: Track competitor marketing activity and feedback to business to ensure promotional and campaign execution is timely vs. market.
What we'll look for in you
Experience & Skills:
* Excellent organizational skills, attention to detail, and the ability to manage multiple tasks and deadlines simultaneously.
* Strong communication and interpersonal skills, with the ability to build relationships and collaborate with internal teams and external suppliers.
* Familiarity with business/ digital tools (e.g., SAP, Akeneo, Google Analytics)
Personal Attributes:
* Proactive, detail-oriented, and solution-focused, with a growth mindset and a willingness to learn.
* Strong team player with a positive attitude and the ability to work cross-functionally.
* Adaptable and open to change, with the ability to thrive in a fast-paced environment.
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