Title:  Ecommerce Reviews and Ratings Analyst

Title: Ecommerce Reviews and Ratings Analyst

Location: Hybrid/Allen Park, MI, US

Job Type: Full-time with Benefits  

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Gather and refine and analyze customer feedback data to understand their perspective of a product or service before and after purchasing it.  Develop and analyze strategy and presentation that enables decisions making to drive a stronger alignment with customer expectations. 

Develop and coordinate and follow up on implementing  process improvements based on customer feedback that involves leading and engaging cross functional teams

Key performance indicators are not limited to:

• Customer Experience Change Agent: Identify issues and work across teams to improve customer experience and eliminate pain points
• Overall rating: The product's overall rating
• Number of reviews: The number of reviews for the product or service
• Sentiment: Whether the reviews are generally positive or negative
• Specific feedback: Any specific feedback provided by the customer 
• Collaborate: Work with a team to enhance the user experience 
• Performs other related duties as assigned.

 Additional Responsibilities supporting eCommerce

• Define a reporting strategy and conduct report execution to deliver operational tasks and identify efficiency opportunities
• Support continuous development of training, training tools as the operations systems evolve.

Conduct monthly analysis review sessions with key stakeholders and act as an agent of change for product listing improvements, engineering change, and customer appeasement, when applicable.

Qualifications:

• Experience with online product reviews and ratings
• Proficient with the Microsoft Suite/Office365 (XLS, Visio, PPT, Word, Excel)
• Analytical and data-driven  using large data sets in excel - create pivot tables, synthesize data, VLOOKUPs
• Strong problem-solving skills
• Outstanding verbal and written communication skills
• Proficiency in working across cross functional business and IT teams
• Strong Facilitation Skills 
• Demonstrated ability to effectively collaborate with multiple stakeholders.

Skills preferred:

• Bachelor’s degree in marketing or related field (completed or in process)
• Automotive accessory experience preferred e.g., Dealer, OEM, and or aftermarket

Additional Position requirements:

• Full time
• Hybrid – Remote and onsite: Allen Park, MI

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

Apply Now!!!

#MSXNAJobs