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06 October 2004


Lori Cox

I am looking for a lead E-Commerce Strategist to lead the revamping of SBC internet/intranet, location is San Antonio, TX. I can be reached at 847-248-8226.


Seeking an experienced strategic thought leader with a track record of turning ideas into action to create the strategic vision and tactical goals for the Company’s presence in the internet/e-commerce space. This includes web functionality, information architecture planning, adoption strategies, and benefits analysis. This individual will impact the organization through his/her ability to drive online self service, sales conversion, and increase customers’ purchase frequency via strong understanding of on-line selling, balanced by an easy and intuitive customer experience. This is a high profile, high-impact position reporting to the Vice President, SBC Online.

General Responsibilities:

Responsible for developing and implementing the strategic direction of the site to achieve business transaction, sales, and conversion objectives. This individual is charged with creating a ridiculously easy consumer experience while matching self-service requests, products, and promotions with customer needs and demands. Makes sure the web is all about the customer and their needs. Helps identify new features and functionality for the site that will attract new customers, engage existing customers, and give SBC a competitive edge, while achieving self-service and sales growth. They will lead a team to develop a deep understanding of SBCs customer base, website benefits, and strengths. They will use this understanding to create and implement more effective site strategies to acquire and retain online customers and drive cost out of the business.

This individual must be a strategic thinker, excellent project manager, and hands-on leader. He/she must be highly organized, have a good understanding of technology and both the marketing and operational trends of the e-commerce industry. He/she will need strong communication and negotiating skills as well as have the ability to motivate and influence peers in other (partnering) departments. This position is deemed to have critical responsibilities as his/her efforts have considerable impact on the business’ preparedness and ability to operate/function in a highly competitive environment. The individual will be charged with the utilization of tools and resources to provide insightful analysis and recommendations for improving the performance of the site and service transactions, sales, and conversion rates.

Specifically, this individual will be responsible for:

 Developing and managing online strategies related to the customer experience within the web to achieve service transaction, order, and sales growth.
 Ensuring consistency in the customer experience through the site, and into the call center
 Developing and directing strategies and initiatives to drive self service, as well as purchases, (including facilitating the cross-selling of products) on the website.
 Collaborating with, and training, call center personnel on the capabilities of the web.
 Enhancing consistency in customer experience between the website and call center.
 Working with various teams (Marketing, Sales Operations, Finance, etc.) to develop new initiatives to drive web adoption.
 Working with Marketing to develop and manage segmentation and communications strategies for effectively targeting various customer groups.
 Leveraging new and existing tools to optimize site performance to remain proactive by anticipating consumer behavior.
 Collaborating on site real estate to ensure maximum return on investment
 Monitoring the market place and competition to identify trends, evaluate and offer recommendations regarding new opportunities based on the company’s objectives to deliver maximum ROI.

This individual will work with senior management to develop short and long term strategic plans. Responsible for identifying internet opportunities that will help manage and grow our online business and have a significant, positive impact on the business.

Skills/Knowledge Desired:
Well schooled in industries "best in class" technologies and proven approaches to solve critical business problems.
Highly motivated and energetic technical leader with extensive experience in leading the development of high quality Internet sites

Ability to develop and advise senior management on a wide range of issues including strategic planning, technical feasibility, functionality roadmaps, and process improvement

Excellent mix of business sense, people skills and technical aptitude

Excellent interpersonal and communication skills, outgoing, supportive and empowering style

Experience in working with and presenting to executive management.

Experience working directly with external customers and utilizing customer feedback to drive enhancements to the eCommerce offerings.

Leadership and Influence: Will need to drive change and gain consensus within a multiple organizations. Strong communication skills, negotiation and team building skills required.
Strong business and financial acumen: Ability to analyze and translate opportunities into profitable strategies and initiatives that have a positive return on investment

Customer Orientation: Will need a strong customer orientation or background servicing customers in order to translate segment opportunities into strategies that work for our customers.

Customer analytics: Thought leadership in understanding how to view, segment and communicate with our current online customers. Act as internal expert on this data to support the online strategic direction with other groups


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