Customer Interaction Assistant

6 months ago

Atherstone, United Kingdom Aldi Full time

With so much going on, it's a great time to join our Customer Interaction team.

As a Customer Interaction Assistant, you will be highly organised and able to think on your feet.

You'll be confident in providing knowledge and insights to support decision making, and will be a great multitasker; remaining calm under pressure and delivering work on time, in budget, and to a high standard. You’ll manage the accurate flow of information in and out of the department in an efficient and discreet way.

Importantly, you’ll be a strong communicator who can nurture great relationships and act as the ‘go to’ person for Customer Interaction teams and the wider Business.

We do things our own way at Aldi. But whatever we're doing, we must be getting it right. With a wave of impressive sales figures behind us, we're opening new stores at lightning speed. And to keep on top of that wave, our customer interaction teams have to do something pretty special to keep our customers coming back for more.

ALDI is proud to champion a dynamic environment, and you will be in the thick of it

We have an exciting opportunity to join our team in a fast paced and growing Global Retailer on a 14 Month Contract.

As our customers and sales grow, so do the opportunities to improve digital experience across our transactional and non-transactional websites.

As a Conversion Rate Optimisation (CRO) Assistant, you will be part of the Digital Optimisation team in the ALDI Customer Interaction department. You will be responsible for driving improvements to the customer experience and increase positive digital interactions and eCommerce performance. You will have strong strategic and analytical approach to problem solving along with experience of user behavioural analytics and A/B testing.

**Your New Role**
- Adopt a data-first approach to review and analyse user behaviour, digital performance, and customer journeys flows
- Use qualitative and quantitative reporting tools such as Adobe Analytics and HotJar to track and report on digital metrics and KPIs and contribute towards the optimisation strategy
- Conduct website walks and competitor benchmarking to identify and document customer pain points and optimisation opportunities
- Review customer feedback captured through UX studies, onsite surveys and customer service feedback to identify trends in feedback
- Provide recommendations for on-site and off-site experiences to drive continuous improvements
- Create data-driven hypothesis’ and concepts to improve the customer journey, landing pages and overall website experience to deliver tangible customer and business benefits
- Generate reports and represent findings to stakeholders, highlight key performance indicators and opportunities for optimisation
- Collaborate with internal and external teams to develop and implement concepts including Marketing, eCommerce, Design, Development and our Digital Agency
- Work with CRO Analyst to conduct A/B and multi-variant tests, conduct post-experience analysis
- Work closely with our Digital Agency to deliver high quality outputs, managing SLAs and achieving CRO KPIs
- Stay up to date with industry trends, best practice and new technology

**About You**
- Experience in a dedicated CRO role, with a proven track record to positively influence eCommerce performance and customer experience
- Retail or Grocery industry experience
- Good understanding of eCommerce customer journeys and Marketing eco-systems
- Results-driven with a focus on achieving measurable outcomes
- Inquisitive nature, constantly seeking opportunities for improvement
- Understanding of customer behavioural psychology
- Knowledge of GDPR and digital PII and privacy policy/compliance regulations
- Customer-centric thinking and driven to delivery strong ROI
- Detail-orientated and focused on accuracy
- Proficient in analytical and testing tools (Adobe Analytics, Adobe Target, HotJar)
- Strong analytical and problem-solving skills
- Experience with audience segmentation and conversion funnels
- Capable of simplifying complex data and insights in a clear and concise way
- Ability to translate data into actionable insights
- Proficiency in A/B testing and optimisation techniques
- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams

**What You’ll get in Return**
- Salary starting at £36,080 rising to £42,135
- 14 Month Contract
- Monday to Friday, 8am to 4:30pm, with the opportunity of 2 days a week remote working
- 5 weeks’ annual leave plus Bank Holidays
- In office flexi-time
- Full training provided
- Pension scheme
- Private employee medical insurance after 4 years
- Company sick pay scheme
- Company maternity and adoption pay after 1 year and paternity leave pay after 2 years
- Long service rewards
- Access to MyBenefits, where you can find a wide range of benefits, including our bike to work scheme, shopping and cinema discounts, health cash plan, a FREE will, travel and

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