UNDP Shop E-commerce Manager (Office Based) [Open to Tiers 0, 1 and 2]

UNDP•New York, NY

3d•Onsite

About The Position

The UNDP Shop E-commerce Manager leads the management, improvement and optimization of the UNDP Shop’s operations and corporate initiatives, including procurement, logistics and shipping. Reporting to the Brand & Marketing Specialist of the Brand and Marketing Team, the role manages day-to-day supply chain and e-commerce activities, vendor relationships and corporate (B2B) client relationships. The manager also leads B2B strategy, outreach and key account management, and proposes and implements initiatives to improve efficiency and increase sales. The position oversees the financial viability of Shop operations, budgets and performance analytics; sustainable procurement; order fulfillment; inventory and product catalogue development; customer relationship management; reporting; and marketing and outreach. It manages the Shop website and digital campaigns and works with the UNDP Shop Customer Care and Fulfillment Associate, external clients and vendors, and internal teams. The incumbent may also perform other duties within their functional profile as needed for the efficient functioning of the Office and the Organization.

Requirements

A Master’s degree or equivalent in Business, Logistics, Supply Chain Management, Marketing, Administration, Business Management, Communications, Liberal Arts, Political Science or another relevant field; or a Bachelor’s degree in one of these areas plus two additional years of qualifying experience.
At least five years of relevant experience with a Master’s degree, or seven years with a Bachelor’s degree, in business operations, e-commerce, supply chain management, business management, customer service or retail management.
Previous experience managing budgets and operations for e-commerce platforms.
Previous experience delivering customer service and key account management, including for B2B clients.
Previous experience handling orders, stock and inventory, including logistics and international shipping.
Previous experience managing an e-commerce business and platform.
Fluency in English.
Ability to plan, organize and oversee corporate operations efficiently and in an integrated manner.
Ability to respond to customer needs promptly, deliver consistent and timely solutions, and anticipate client needs.
Ability to plan, organize, prioritize and control resources, procedures and protocols to achieve goals and generate revenue.
Ability to analyze systems and understand how interrelated elements affect overall processes.
Ability to segment spending into related product categories to identify consolidation and efficiency opportunities.
Ability to communicate the value of a product or service.
Ability to extract, analyze and visualize data, including real-time data, to support decision-making.
Demonstrated competencies in achieving results, innovative thinking, continuous learning, agility, determination, partnership and diversity and inclusion.

Nice To Haves

Experience within the United Nations System or a similar organization.
International experience in business operations, e-commerce, supply chain management, customer service or another relevant field.
Previous experience managing Shopify-based e-commerce platforms.
Experience using insights to design e-commerce strategies that drive conversions and generate ROI.
Experience with the Sustainable Development Goals (SDGs).
Experience with Gorgias.
Experience working in retail and marketing.
Working knowledge of other UN languages.

Responsibilities

Lead efforts to ensure the financial viability of UNDP Shop operations and related initiatives.
Set up, manage and present monthly profit-and-loss tracking and manage Shop funds appropriately.
Set up and manage sales analytics, tracking key sales KPIs quarterly, bi-annually and annually, and adjust strategies to improve return on investment.
Lead sustainable procurement practices, including sourcing products with minimal or no environmental impact.
Ensure adherence to existing standard operating procedures (SOPs), develop new SOPs and continuously improve Shop performance, operations and revenue.
Lead strategic management of bulk, corporate (B2B) and customized orders.
Advise and mentor the UNDP Shop Customer Care and Fulfillment Associate to support smooth fulfillment of regular B2C orders, returns and related operations.
Oversee Shop inventory and lead best practices for maintaining stock.
Assess product-management infrastructure and introduce needed improvements to SOPs, tools and services for inventory management.
Improve the Shop product catalogue by developing concepts, sourcing new products and collaborating with the team and vendors through procurement.
Lead B2B customer management to improve customer experience, satisfaction and retention.
Oversee and support B2C customer management throughout the order lifecycle and post-shopping experience.
Monitor customer-care trends, tools and best practices and drive innovation in customer support.
Develop market intelligence and improve CRM infrastructure for profiling and marketing; manage and monitor databases to identify growth and upsell opportunities and increase sales.
Manage B2B key accounts, nurture relationships and identify ways to increase orders and sales.
Lead data-informed B2B outreach to prospective clients to develop opportunities, collaborations and revenue.
Lead qualitative and quantitative reporting monthly, quarterly, bi-annually and annually, adjusting strategies based on insights and trends.
Monitor and report financial data, ROI and conversions related to marketing initiatives and new opportunities.
Develop and lead tactics, special initiatives and time-bound campaigns to drive sales, expand market reach and retain customers.
Manage the UNDP Shop website front end and back end, including SEO practices, product and collection pages, and general site updates.
Lead digital campaign management from strategy through execution, including email marketing and Instagram ads.
Facilitate knowledge and capacity building, knowledge sharing and advocacy relevant to the unit.
Liaise with external clients and vendors and internal teams, and provide support and guidance to the UNDP Shop Customer Care and Fulfillment Associate.
Perform other duties within the functional profile as needed for the efficient functioning of the Office and the Organization.