Annabel Ogango, Ecommerce & Customer Service Specialist

Impact Corporate Gifting

Oct 2022 – Present

Remote

E-Commerce & Customer Service Team Lead

- Lead the overall ecommerce and corporate sales strategies at Impact Corporate Gifting, driving revenue growth and market expansion. - Develop and execute comprehensive ecommerce strategies to enhance online presence, increase website traffic, and optimize conversion rates. - Oversee the management and optimization of the ecommerce platform, ensuring seamless functionality, user experience, and performance. - Collaborate with cross-functional teams, including marketing, sales, and operations, to align strategies and optimize the end-to-end customer journey. - Utilize data analysis and market insights to identify trends, opportunities, and areas for improvement, driving data-driven decision-making processes. - Manage and optimize product listings, pricing, and inventory to ensure accurate and up-to-date information across all channels. - Lead corporate sales initiatives, targeting and acquiring new clients, and cultivating relationships with key corporate accounts. - Develop and execute corporate sales strategies, including customized proposals and presentations, to meet revenue targets and drive business growth. - Stay abreast of industry trends, competitor activities, and emerging technologies in the ecommerce and corporate gifting sectors. - Manage relationships with third-party vendors, platforms, and service providers to ensure efficient ecommerce operations and smooth supply chain management. - Lead and inspire a high-performing team, providing mentorship, guidance, and professional development opportunities. - Monitor key performance indicators, track metrics, and generate regular reports to assess the effectiveness of ecommerce and corporate sales efforts.

TOMO Bottle

May 2023 – Oct 2023

Remote

Shopify Specialist & Analyst

- Configure a Shopify store (building layout/adding products & categories/ setting shipping options) - Create visually appealing and effective landing and product pages - Integrate third-party apps and plugins to add additional functionality to the store. - Collaborate with the customer support team to assist with real-time issues on the website. - Analyze store data and performance metrics to identify areas for improvement and make data-driven decisions. - Review the work of the Shopify Developer to ensure there are no technical issues. - Keep up-to-date with the latest e-commerce trends and technologies- Configure a Shopify store (building layout/adding products & categories/ setting shipping options) - Create visually appealing and effective landing and product pages - Integrate third-party apps and plugins to add additional functionality to the store. - Collaborate with the customer support team to assist with real-time issues on the website. - Analyze store data and performance metrics to identify areas for improvement and make data-driven decisions. - Review the work of the Shopify Developer to ensure there are no technical issues. - Keep up-to-date with the latest e-commerce trends and technologies

Purpink Market Place Ltd

Feb 2019 – Jun 2022

Nairobi, Kenya

Ecommerce & Customer Service Specialist

- Oversaw the day-to-day management of the ecommerce platform, ensuring seamless functionality, user experience, and performance optimization. - Developed and implemented ecommerce strategies to drive traffic, increase conversion rates, and maximize online sales. - Managed product listings, pricing, and inventory management to ensure accurate and up-to-date information across all channels. - Conducted regular analysis of ecommerce metrics and data to identify trends, opportunities, and areas for improvement. - Collaborated with cross-functional teams, including marketing, sales, and logistics, to align strategies and optimize the end-to-end customer journey. - Implemented and tested new ecommerce features and technologies to enhance the overall user experience and drive online sales growth. - Monitored industry trends and competitor activities to stay ahead of market changes and implement best practices. - Managed relationships with third-party vendors, platforms, and service providers to ensure efficient ecommerce operations. - Led and managed the overall customer experience strategy for both B2B and B2C segments, ensuring consistent and exceptional service across all touchpoints. - Developed and implemented customer-centric initiatives, policies, and procedures to enhance customer satisfaction and loyalty. - Oversaw customer support teams, providing guidance, training, and mentoring to drive a high-performance culture focused on delivering outstanding customer service. - Analyzed customer feedback, satisfaction surveys, and market research to identify pain points and implement appropriate improvements to enhance the customer experience. - Fostered strong relationships with key B2B clients, serving as their main point of contact and addressing their specific needs and concerns. - Developed and maintained customer experience metrics and KPIs to track performance, identify areas for improvement, and drive continuous enhancements.

Annabel Ogango

Ecommerce & Customer Service Specialist

Skills

Languages