Maria Crisel Robles
ECommerce Manager
Las Pinas,Philippines
Summary
Highly analytical and data-driven E-commerce Manager effectively scales online customer acquisition efforts and e-commerce capabilities to drive sales growth. Routinely tests new features and assets and measures results as company grows and evolves. Strong understanding of e-commerce consumer behavior and audience segmentation along with website analytic and tracking tools.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
eCommerce Manager
ADA Digital Philippines Inc, Brilliance Center
Taguig, Metro
02.2020 - Current
- Lead frequent evaluations of the retailer and marketplace sites to ensure optimal customer experience including regular competitive analysis of direct competitors and relevant non-competitors
- Run monthly analytic reports on multiple channels and analyze reports and create a strategy
- Drive day-to-day eCommerce channel development and running
- Develop and implement digital strategies to increase the visits and engagement
- Manage forecast of inventory-point of contact for product availability
- Manage day-to-day operations that support e-commerce business including but not limited to sales planning, forecasting, reporting, analytics, digital marketing and operations, and logistics
- Establish policies and procedures and create SOPs and operating manual as requires
- Work with designers and copywriters to build more interactive product designs and banners
- Guide promotional strategy and marketing efforts based on business metrics and customer response
- Handled different key account brands (Regional & Local).
- Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
- Established and maintained balanced and accurate e-commerce budget to execute on initiatives with proper funding and enrich customer experience.
- Tracked consumer behavior, content management and weight of purchase to develop robust customer acquisition and retention programs.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Organized promotional events and interacted with community to increase sales volume.
eCommerce Supervisor
Watsons Personal Care Store (PHILS.) Inc
10.2017 - 02.2020
- Manage day to day operations of 3 platforms (Watsons & SM Lazada and Shopee).
- Manage the pricing and uploading in Lazada.
- Works very closely to Supply Chain for the stocks monitoring and ordering.
- Daily monitoring of sales.
- Implements and monitor the promotions per platform.
- Communicates with the supplier for requirements in enrolments, promos, and issues on the product.
- Handles the photoshoot of the new products.
- Produce weekly performance report for every eCommerce Platform (Marketplace only).
- Implementing new processes and procedures for effective and efficient operations. Promotions readiness, checklist, Landing page, etc.
- Understand the current trends, opportunities, assortment, competition, and buyers’ vision by a category of business and use this knowledge to properly assort, merchandise, and market online.
- Serve as a customer point of contact for marketing, supply chain, delivery, and logistics issues, and take action to resolve the issues as quickly as possible.
Product Management Supervisor
Yilinker Philippines Inc, Mall of Asia Complex
Pasay City
12.2015 - 07.2017
- Supervised, assign, double-check the quality of work in the team to hit the KPI target every month.
- Carried out day-to-day duties accurately and efficiently.
- Monitored CSR works such as answering calls, emails, issues/concerns in Facebook like transactions, and status of every order.
- Help Marketing Department to execute all the promos on the site.
- Help the I.T department to solve or assist issues/concerns in our website like bugs (system error) on the site.
- Managed the Purchase Order for the new products.
- Assisted the Express Team (Warehouse and Delivery Team) for any concern with regards to the stocks, description, and problem encounter with regards to the product.
- Processes the payment for the sellers.
Clerk
F Alabang Town Center
Alabang, Muntinlupa, Metro
12.2014 - 07.2015
- Daily reporting regarding customer complaints to the management
- Monitor the operation and stocks needed in Concierge, VIPInoy, and Family Lounge
- Handled the Customer Service team in the Mall
- Managed Customer Service such as answering emails, calls, and resolve customer concerns if can't handle by the Concierge team
- Processed the billings for the expenses and request payment
- Informed and supported business leaders through consistent communication and administrative support duties.
- Helped the Marketing Department in implementing events and promo inside the mall
- Assisted other departments for the improvement of service in the mall
- Produced high-quality communications for internal and external use.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
Customer Service Associate
Alabang Commercial Corporation
12.2014 - 07.2015
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Daily reporting regarding customer complaints to the management.
- Monitor the operation and stocks needed in Concierge, VIPInoy, and Family Lounge.
- Handled the Customer Service team in the Mall.
- Managed Customer Service such as answering emails, calls, and resolve customer concerns if can't handle by the Concierge team.
- Processed the billings for the expenses and request payment.
- Helped the Marketing Department in implementing events and promo inside the mall.
- Assisted other departments for the improvement of service in the mall.
Assistant Clerk
EDCOP, Engineering Development Corporation, GLOBE DEP
Mandaluyong, Metro
04.2012 - 07.2012
- Processed the billings for the Globe Mindanao Satellite Account
- Processed the reimbursement of the Field Coordinator
- Filing all the finished and ongoing transactions and contracts
- Produced high-quality communications for internal and external use.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Routed business correspondence, documents and messages to correct departments and staff members.
Education
Bachelor of Science - Business Administration, Marketing Management
Dr. Filemon C. Aguilar Memorial College
Las Pinas 06.2008 - 05.2012
Skills
Margin monitoring
Category growth
Strategy development
Promotional planning
Sales tracking
Product development
Budgeting and Allocation
Corporate Communications
Client communication
Market Analysis
Brand development
Timeline
eCommerce Manager
ADA Digital Philippines Inc, Brilliance Center
02.2020 - Current
eCommerce Supervisor
Watsons Personal Care Store (PHILS.) Inc
10.2017 - 02.2020
Product Management Supervisor
Yilinker Philippines Inc, Mall of Asia Complex
12.2015 - 07.2017
Clerk
F Alabang Town Center
12.2014 - 07.2015
Customer Service Associate
Alabang Commercial Corporation
12.2014 - 07.2015
Assistant Clerk
EDCOP, Engineering Development Corporation, GLOBE DEP
04.2012 - 07.2012
Bachelor of Science - Business Administration, Marketing Management
Dr. Filemon C. Aguilar Memorial College
06.2008 - 05.2012