E-Commerce Manager – Oasis B2B platform 

Department: Higher Education International Customer Services Reports to: VP Customer Services

Location: United Kingdom

About Pearson

Pearson is the world’s leading learning company, with expertise in educational courseware, assessment, and a range of teaching and learning services. Our purpose is to help everyone achieve their potential through learning. We believe that learning opens opportunities, creating fulfilling careers and better lives. We Value Diversity and Inclusion. We value the power of an inclusive culture, so we embed diversity and inclusion in everything we do. Pearson promotes a company culture where differences are embraced as strengths, opportunities are equal and accessible, consideration and respect are the norm, and all employees are given the chance to reach their full potential. Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant company. People are at the centre of our company. We are committed to a sustainable environment and workplace ecosystem where talent can learn, grow, and thrive. 

Learn more at https://www.pearson.com/careers/diversity-and-inclusion.html. 

About the Team:

The HEI Customer Services & Support team are responsible for the design and delivery of support services across both B2B and D2C Higher Education customers covering 82 different countries within the EMEA and APAC regions. We execute on this purpose by delivering data-derived insights that inform performance against agreed KPIs, opportunities for improving the customer experience and key business decision making. 

Role Overview:

We are seeking a dynamic and results-driven E-Commerce Manager to lead the operational rollout of our new B2B e-commerce platform. This pivotal role will ensure the seamless deployment of the platform, drive adoption among users, and track its impact on customer behaviour, particularly in reducing support contact volumes through enhanced self-service capabilities.

Key Responsibilities:

Platform Rollout and Operations

Lead the end-to-end operational implementation of the B2B e-commerce platform, ensuring all functionalities are tested, optimized, and launched on time. Collaborate with cross-functional teams, including Product, IT, Marketing, Sales, and Customer Support, to ensure the platform aligns with business needs and customer expectations. Oversee the development and execution of a comprehensive onboarding plan for users, ensuring smooth adoption and transition.

Driving Adoption and Engagement

Develop and execute strategies to promote the platform's usage among existing and new customers, emphasizing the value of self-service tools. Partner with Marketing and Sales teams to create targeted communication, training, and outreach campaigns to encourage adoption. Act as a key advocate for the platform, regularly gathering user feedback to refine and enhance features.

Customer Experience and Self-Service Enablement

Design and implement self-service opportunities within the platform to empower customers, such as order tracking, account management, FAQs, and knowledge bases. Monitor and ensure a seamless user experience, proactively addressing pain points and driving continuous improvements.

Data-Driven Insights and Reporting

Establish KPIs and metrics to measure platform adoption, customer satisfaction, and operational efficiency. Track and report on reductions in customer support contacts directly attributable to self-service capabilities. Provide actionable insights to stakeholders on platform performance, customer behavior, and opportunities for optimization.

Continuous Improvement

Stay up-to-date with e-commerce best practices, industry trends, and emerging technologies to ensure the platform remains competitive and customer-focused. Identify and implement process improvements to enhance operational efficiency and user satisfaction.

Key Skills and Qualifications:

Experience: Proven track record in managing e-commerce platforms, particularly in a B2B environment, with experience in operational rollouts and customer engagement strategies. Technical Skills: Familiarity with e-commerce systems, digital tools, and analytics platforms. Experience with self-service and automation tools is a plus. Project Management: Strong organizational and project management skills, with the ability to manage multiple tasks and stakeholders. Customer Focus: Deep understanding of customer behavior and the importance of delivering exceptional digital experiences. Analytical Skills: Proficiency in analyzing data to measure success, identify trends, and drive decision-making. Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.

What We Offer:

Competitive salary and benefits package. Opportunity to lead a critical business initiative in a growing digital environment. Collaborative and inclusive company culture.  

Join us and play a key role in shaping the future of our B2B e-commerce experience, driving operational excellence and delivering value to our customers through innovative self-service solutions.