Who are we?:

Vista’s Customer Experience & Marketing organisation serves, inspires, and delights customers – and helps others in our organisation do the same. From the simplest interaction on our website to how people take in our advertising and communications, we are obsessed with delivering value. We know our customers’ needs, and we strive to exceed their expectations. Touching every element of the business, we’re here to grow and build the Vista brand, reach new audiences, and offer the best possible experience for every customer.

 

Job Purpose

This role is responsible for managing and optimising category and product experiences across the Promotional Products, Apparel & Gifts (PPAG) site pages globally, with a strong emphasis on project management and data analytics.You will oversee the analysis and reporting to provide value-added customer and performance insights, focusing on overall site metrics, site search, navigation, product recommendations and ad hoc reports as needed. You will collaborate with cross-functional teams to deliver a variety of product initiatives and projects, including photography process improvements, product consolidations, aiming to improve internal processes and enhance customer satisfaction and improve site conversion rates.

 

 

 

Key Job Functions

Project Management

You will be responsible for:

Managing, coordinating and facilitating a range of product CX initiatives, projects and experiences for our PPAG pages to increase overall customer satisfaction, engagement and site conversion, within an agile framework collaborating closely with PPAG and central teams to bring that vision to life.
 

Working with the PPAG eCommerce Site Managers to identify and implement continuous improvements for the product CX.  

Creating the backlog for projects and getting them prioritised by the product owners. 

You will be the CX Product liaison in meetings with the Voice of Customer (VOC) to understand customer pain points and requirements, gather inputs and raise the business case for global prioritisation. 

Facilitate discovery and requirement refinement sessions to identify themes and document requirements in JIRA and Confluence. Including writing user stories and acceptance criteria. 

Participate in sprint planning and the creation of sprint backlog, as well as supporting the team to deliver on the sprint goals by managing key projects and removing obstacles. 

Support with the User Acceptance Testing (UAT) and Quality Assurance (QA) processes for CX site enhancements. 

Develop and maintain collaborative relationships with all stakeholders (local, global and cross-functional) while bringing your strong technical knowledge to ensure the successful delivery of projects and delivering exceptional experiences.

Develop processes to ensure projects meet defined quality specifications.

Integrate data, research and market analysis into requirements to recommend and deliver best-practice product CX.

Facilitate and support the team to deliver the best outcomes. 

Data Analysis and Reporting: Collect and analyse data on site performance, including overall site metrics, site search, navigation, and product recommendations. Provide ad hoc reports, as well as weekly, monthly, and quarterly summaries, to support informed decision-making and strategy development.

 

You will be the key point of contact (POC) and project manager for product photography including samples coordination. Responsibilities will include requesting samples, tracking shipments, and ensuring timely delivery to the photography team.  In collaboration with the photography team, you will manage the planning of photoshoots and oversee the retouching process to ensure that all photography is delivered on schedule. Ideally, the project manager should be present on the shoot days to ensure that all PPAG photography requirements are met.

 

You will also be:

Required to work-on and deliver multiple projects concurrently. 

A key stakeholder in projects related to NPI and product optimisations. You will be required to provide feedback and support UAT/QA requirements, as well as ensure a seamless implementation of new features, including reporting.

Available to assist in supporting the PPAG MX squads and any other project identified should it be required.

Reporting and Analytics

Own the weekly, monthly and quarterly reporting insights to support internal meetings. 

Analyse and understand customer behaviour, segments, patterns and journeys.

Provide timely reports to the product CX team for the purposes of evaluating performance and driving actionable insights and optimisations. 

Extract, manipulate and translate data into reports/insights.

Provide insights that help inform strategy to increase customer engagement and conversion metrics.

 

Experience / Training

 

3+ years’ experience in a project management role. 

Proven experience in coordinating and managing projects.

Experience working with eCommerce and CX requirements. 

Track record of working with clients and internal stakeholders at all levels.

 

Experience in technical infrastructure and analytics.

Experience working in a fast-paced, agile eCommerce environment with strong commercial targets. 

Strong influencing, collaboration and stakeholder management skills.

 

Relevant tertiary qualification in related fields.

Technical Skills

Proficient in JIRA and ticket management.

Strong analytical and critical thinking skills. 

Strong problem-solving skills to identify critical issues and opportunities, evaluate options and provide clear recommendations for optimisations.

Strong proficiency with Google Analytics. 

Strong technical skills with a proven ability to translate and document stakeholder needs into business and solution requirements

Exceptional organisational skills with the ability to adapt in high stress situations. 

Strong commercial acumen with attention to detail and accuracy. 

Strong communication skills; both verbal and written

High level of professionalism and dedication. 

 

Desirable Skills/ Experience

Experience working in B2B and B2C digital is an advantage.

Experience working with agile principles and methodologies.

Experience across large organisation matrix structures with central resources and decentralised targets. 

Experience with Headless commerce, microservice infrastructure.

Advantageous to have worked with bespoke, design-centric or personalised physical products.

Key Attributes

Excellent communication skills and the ability to work well under pressure. 

Enjoys working collaboratively within a high performing team and has a passion to find new ways of doing things.

Highly organised and process orientated.

A positive 'can do' attitude with strong project management and organisational skills.

Fast learner with meticulous attention to detail.

Passionate about delivering the best customer experience. 

Enthusiastic about collaborating, brainstorming and thinking creatively for ‘out-of-the-box’ solutions.

Open to feedback from multiple perspectives and are able to shift focus when needed.

Positive and invigorated by working in a fast-paced environment and to deadlines.

Excellent communication skills.

Highly motivated and independent. 

Aligned with our Vista behaviours: 

Obsess over our customer & creators 

Act like and owner 

Be bold 

Be data—driven

Constructively debate as trusting colleagues 

Deliver amazing results together 

Find, grow & support great people and finally 

Relentlessly learn and improve

 

Ways of Working Expectations

Attend all meetings with your camera on.

Ensure your working from home set-up is a quiet environment without distractions and has a strong internet connection.

Discuss annual leave requests with eCommerce Manager at least 5 business days prior to requested leave dates