Performance Analyst

Position Purpose

The Webcare Specialist serves as the primary point of contact for webcare initiatives and online reputation management. The role ensures that customer feedback, concerns, and requests across digital channels are effectively monitored, analyzed, and addressed, while driving continuous improvements that support customer satisfaction and business objectives.

Key Objectives

• Monitor and manage Webcare performance metrics and KPIs.
• Identify, escalate, and address performance issues and KPI deviations.
• Provide data-driven insights and recommendations to improve customer experience and online reputation.
• Support the Team Leader, Webcare Performance, in driving operational excellence through analytics, reporting, and continuous improvement initiatives.

Key Responsibilities

• Monitor and manage the company's presence across digital reputation and feedback channels, including review platforms, social media, and third-party seller score platforms.
• Track Webcare KPIs and proactively identify, investigate, and escalate performance anomalies.
• Analyze customer interactions, feedback trends, and operational activities impacting Webcare performance, and recommend corrective actions.
• Identify opportunities to improve customer communication, feedback management processes, and overall customer experience.
• Ensure Webcare activities are aligned with established strategies, policies, and service standards.
• Collaborate with Marketing, Branding, Account Management, and Customer Service teams to translate customer feedback into actionable service improvements.
• Monitor customer sentiment, feedback trends, and performance data, and provide regular insights to relevant stakeholders.
• Support cross-functional projects, pilots, and initiatives by providing data-driven recommendations and performance analysis.
• Develop and maintain communication guidelines, best practices, and tool utilization standards to support effective online reputation management.
• Contribute to maintaining and enhancing the organization's online reputation through proactive customer engagement and continuous improvement initiatives.