Key Responsibilities:• Providing insight into customer behaviour, business goals and key performance indicators using a variety of data sources including web analytics tools and internal reporting systems. • Defining business requirements, implementation, data management and analytics to optimise site performance for best user experience and conversion• Perform website behaviour and customer experience analysis• Present evidence-based insights and deliver regular web analytics… Show more Key Responsibilities:• Providing insight into customer behaviour, business goals and key performance indicators using a variety of data sources including web analytics tools and internal reporting systems. • Defining business requirements, implementation, data management and analytics to optimise site performance for best user experience and conversion• Perform website behaviour and customer experience analysis• Present evidence-based insights and deliver regular web analytics reports to key decision makers• Create and maintain appropriate marketing KPIs and ROI models for marketing related activities (web, social, digital, SEO,) Show less

Key Responsibilities•Team Management of 15 customer service representatives•Team member reviews held on monthly basis, review performance, discuss issues, set targets for coming month•Chairing weekly client meetings, communicate customer feedback on website performance, report issues with website, receive updates on new procedures to be implemented •Compiled daily report to submit to client on SLA, including system outage and explanation on any dips below target on service… Show more Key Responsibilities•Team Management of 15 customer service representatives•Team member reviews held on monthly basis, review performance, discuss issues, set targets for coming month•Chairing weekly client meetings, communicate customer feedback on website performance, report issues with website, receive updates on new procedures to be implemented •Compiled daily report to submit to client on SLA, including system outage and explanation on any dips below target on service level Show less

Customer Service Representative•Provided customer telephone and email support on the French and UK lines ensuring all service level are met. •Duties included: answering customer queries, problem solving and providing detailed information on products as well as validation of online money transfer.