Digital Experience Executive

PURPOSE OF JOB: (eB2B2C | Operations, Campaigns & Customer Support) The Digital Experience Executive supports the daily operations and customer engagement of the eB2B2C platforms. This hands-on role involves campaign and loyalty execution, platform updates, and customer support. The role ensures smooth platform operations, timely fulfilment, and a positive experience for customers and consumers. MAJOR ROLES & RESPONSIBILITIES: eB2B2C Platform & Campaign Execution: Support setup and execution of eB2B2C promotions, campaigns, and loyalty mechanics (e.g. vouchers, rewards, redemptions). Prepare monthly eB2B2C price lists and platform-exclusive promotions. Ensure platform content (prices, promotions, banners) is accurate and up to date. Coordinate with Trade Marketing on campaign assets and banners for the platform. Customer Service & Troubleshooting: Process and capture Customer orders accurately on the eB2B2C platform. Communicate with Customers and Distributors on delivery schedules and order status. Respond to Customer, Sales Officer, and Distributor enquiries in a timely and professional manner. Escalate unresolved issues and follow up until closure. Support service recovery to ensure customer satisfaction. Operations & Platform Administration: Monitor daily stock availability and coordinate with Supply Chain, Distributor, and RTC teams to support fulfilment. Update Sales Officers on stock issues and next steps when delays occur. Maintain accurate eB2B2C user accounts and outlet information (new accounts and edits). Support operational updates affecting pricing or delivery (e.g. price changes, GST, public holiday cut-offs). Communications & Reporting: Send customer communications (e.g. SMS, platform messages) on promotions, system updates, and key notices. Track basic platform and campaign performance (e.g. orders, usage, redemptions). Prepare simple reports and operational updates for internal teams. Key Deliverables & KPI: Improved Customer Satisfaction - Deliver timely, accurate order processing and responsive customer support to maintain and improve customer satisfaction levels through loyalty. Digital Adoption & Customer Recruitment - Support onboarding of new customers onto the eB2B2C platform through effective campaign execution, platform guidance, and coordination with Sales and Trade Marketing teams. Customer Retention & Engagement - Execute campaigns and loyalty initiatives that encourage repeat usage and sustained engagement on the eB2B2C platform. Self-Service Adoption - Drive usage of self-service features by guiding customers to place orders, access promotions, and manage accounts independently on the platform. Operational Accuracy & Consistency - Ensure platform content, pricing, promotions, and customer data are accurate and up to date to support a smooth customer experience.