Role Overview: As a Ecommerce Web Analyst , you will play a pivotal role in analysing website performance, user behaviour, and customer journeys to drive actionable insights that enhance commercial success. Leveraging tools such as Google Analytics 4, Hotjar, Microsoft Clarity, Infinity Call Tracker, and other relevant software, you will translate complex data into meaningful reports and recommendations. You will be responsible for extracting, analysing, and visualising insights to support the Ecommerce team in optimising online performance, improving conversion rates, and driving growth. This role requires a blend of analytical skills, strategic thinking, and strong communication abilities. You will regularly present insights and recommendations to senior stakeholders, ensuring clarity and actionable decision-making across the business. Key Responsibilities: Commercial Reporting & Business Insights: Analyse the performance of sales-driving campaigns, delivering weekly insights to ensure senior stakeholders have the necessary insights to make informed decisions. Provide deep dives into onsite behaviour of campaign traffic, analysing their online journeys and uncovering opportunities to optimise towards greater campaign performance. Present data in visually compelling formats to quickly highlight insights, and deliver clear presentations that communicate findings, strategies, and data-driven recommendations to senior stakeholders with confidence and clarity. Partner with the Ecomm merchandising lead to deliver actionable insights on product performance and trends, driving targeted recommendations that directly impact sales growth and align with commercial goals. Website Optimisation: Develop a roadmap for analysing user journeys for each audience segment across the site, uncovering friction points, drop-offs, and areas for improvement. Assess the scale and impact of findings to help the Ecommerce team prioritise and address these issues effectively Collaborate with Ecommerce team members to shape the A/B testing roadmap, analyse test data, and drive optimisations that inform future testing initiatives. Support Ecommerce team members in planning business initiatives across the website, providing data to inform content strategies and enhancements aligned with business objectives. About you: Skills & Qualifications: Minimum of 5 years working in Ecommerce analytics for large organisations, in a global setting. Expertise in using tools such as GA4, Hotjar, Microsoft Clarity, and Infinity Call Tracker. Advanced proficiency in Microsoft Excel for data manipulation and reporting. Exceptional verbal and written communication skills, with the ability to present complex data to senior stakeholders in a clear and accessible way. Ability to assess commercial impact and quantify the value of data-driven decisions. Strong sense of ownership, accountability, and commitment to meeting deadlines.
Jul 04, 2025
Full time
Role Overview: As a Ecommerce Web Analyst , you will play a pivotal role in analysing website performance, user behaviour, and customer journeys to drive actionable insights that enhance commercial success. Leveraging tools such as Google Analytics 4, Hotjar, Microsoft Clarity, Infinity Call Tracker, and other relevant software, you will translate complex data into meaningful reports and recommendations. You will be responsible for extracting, analysing, and visualising insights to support the Ecommerce team in optimising online performance, improving conversion rates, and driving growth. This role requires a blend of analytical skills, strategic thinking, and strong communication abilities. You will regularly present insights and recommendations to senior stakeholders, ensuring clarity and actionable decision-making across the business. Key Responsibilities: Commercial Reporting & Business Insights: Analyse the performance of sales-driving campaigns, delivering weekly insights to ensure senior stakeholders have the necessary insights to make informed decisions. Provide deep dives into onsite behaviour of campaign traffic, analysing their online journeys and uncovering opportunities to optimise towards greater campaign performance. Present data in visually compelling formats to quickly highlight insights, and deliver clear presentations that communicate findings, strategies, and data-driven recommendations to senior stakeholders with confidence and clarity. Partner with the Ecomm merchandising lead to deliver actionable insights on product performance and trends, driving targeted recommendations that directly impact sales growth and align with commercial goals. Website Optimisation: Develop a roadmap for analysing user journeys for each audience segment across the site, uncovering friction points, drop-offs, and areas for improvement. Assess the scale and impact of findings to help the Ecommerce team prioritise and address these issues effectively Collaborate with Ecommerce team members to shape the A/B testing roadmap, analyse test data, and drive optimisations that inform future testing initiatives. Support Ecommerce team members in planning business initiatives across the website, providing data to inform content strategies and enhancements aligned with business objectives. About you: Skills & Qualifications: Minimum of 5 years working in Ecommerce analytics for large organisations, in a global setting. Expertise in using tools such as GA4, Hotjar, Microsoft Clarity, and Infinity Call Tracker. Advanced proficiency in Microsoft Excel for data manipulation and reporting. Exceptional verbal and written communication skills, with the ability to present complex data to senior stakeholders in a clear and accessible way. Ability to assess commercial impact and quantify the value of data-driven decisions. Strong sense of ownership, accountability, and commitment to meeting deadlines.
A bit about the role: Please note: This is a telesales role, with KPI's and STI incentives, not account management. As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime. You will embark on a 9-week orientation program to learn about our incredible guest experience, that changes the way they see the world whilst also experiencing our product first hand as part of our familiarisation trip programme. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities. You are a passionate, experienced travel consultant that will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional levels of service, to both our B2B and B2C customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle. Key Responsibilities: As a passionate guest advocate, you will maintain regular contact with customers/guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails. As a highly effective salesperson, you have demonstrable, effective sales consulting techniques to understand customer needs, effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests. Passionate about continuous improvement, you will continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues. You will also identify, escalate, and resolve any client complaints quickly and efficiently. As a passionate explorer, you will offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips. As an accountable colleague to all ship and shore operations and quality measurement, you will enter, update, and document all customer information into the customer relationship & management (CRM) and booking systems, according to standard operating procedures. About you: English and German language skills requirements are that you can speak and write to a minimum business C1 level. You are a passionate explorer, with an unquenchable enthusiasm for travel and delivering unforgettable experiences to travellers. An experienced travel consultant professional with proven previous customer service experience in a sales environment and/or travel/cruise industry along with experience of working with KPI's and towards sales targets. Good numeracy to understand a guest's budget constraints, company policies and cost drivers, and commercial levers. Learning Agility: You learn fast, adapt to changes and different styles, and proactively seek to continuously update your knowledge of HXs' experiences, products and services and seek feedback on your own interactions and performance. You thrive under pressure and maintain a professional composure even with challenging customers. Possess drive and energy to reach and exceed specified sales goals. You have high-customer centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment. Have a "can do" solution mindset and are able to multi-task. You have demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus. Experience of flight GDS systems is highly desirable. Passionate about customer care, you are willing to be available for crisis training and on-call support if/when required. You will be passionate to advocate our HX Spirit and values. Points to note: Working hours in general are 40 hours a week, including weekend work on shift pattern to cover our opening hours. E.g. 8am-7pm Monday -Friday, 8am-6pm Saturday and 9am-5pm Sunday (generally 2 in 4 weeks). Position is phone-based guest sales (inbound and outbound guest calls), within a shift environment. Hybrid working will be an option after training and onboarding, when possible. This will typically be 3 days office. Where we have promotions and other critical peaks, office-based will be required. Earnings: During this initial 9-week period, you will receive a guaranteed commission payment equivalent to your standard KPI conversion. On average, our Travel Consultants earn an extra 15% of their base pay in sales incentives, with top performers earning up to 50% more. Actual earnings may vary based on individual performance. Development: You will be invited to a familiarisation trip within your first 9-12 months in the role, to experience our guest experience firsthand.
Feb 12, 2025
Full time
A bit about the role: Please note: This is a telesales role, with KPI's and STI incentives, not account management. As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime. You will embark on a 9-week orientation program to learn about our incredible guest experience, that changes the way they see the world whilst also experiencing our product first hand as part of our familiarisation trip programme. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities. You are a passionate, experienced travel consultant that will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional levels of service, to both our B2B and B2C customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle. Key Responsibilities: As a passionate guest advocate, you will maintain regular contact with customers/guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails. As a highly effective salesperson, you have demonstrable, effective sales consulting techniques to understand customer needs, effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests. Passionate about continuous improvement, you will continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues. You will also identify, escalate, and resolve any client complaints quickly and efficiently. As a passionate explorer, you will offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips. As an accountable colleague to all ship and shore operations and quality measurement, you will enter, update, and document all customer information into the customer relationship & management (CRM) and booking systems, according to standard operating procedures. About you: English and German language skills requirements are that you can speak and write to a minimum business C1 level. You are a passionate explorer, with an unquenchable enthusiasm for travel and delivering unforgettable experiences to travellers. An experienced travel consultant professional with proven previous customer service experience in a sales environment and/or travel/cruise industry along with experience of working with KPI's and towards sales targets. Good numeracy to understand a guest's budget constraints, company policies and cost drivers, and commercial levers. Learning Agility: You learn fast, adapt to changes and different styles, and proactively seek to continuously update your knowledge of HXs' experiences, products and services and seek feedback on your own interactions and performance. You thrive under pressure and maintain a professional composure even with challenging customers. Possess drive and energy to reach and exceed specified sales goals. You have high-customer centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment. Have a "can do" solution mindset and are able to multi-task. You have demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus. Experience of flight GDS systems is highly desirable. Passionate about customer care, you are willing to be available for crisis training and on-call support if/when required. You will be passionate to advocate our HX Spirit and values. Points to note: Working hours in general are 40 hours a week, including weekend work on shift pattern to cover our opening hours. E.g. 8am-7pm Monday -Friday, 8am-6pm Saturday and 9am-5pm Sunday (generally 2 in 4 weeks). Position is phone-based guest sales (inbound and outbound guest calls), within a shift environment. Hybrid working will be an option after training and onboarding, when possible. This will typically be 3 days office. Where we have promotions and other critical peaks, office-based will be required. Earnings: During this initial 9-week period, you will receive a guaranteed commission payment equivalent to your standard KPI conversion. On average, our Travel Consultants earn an extra 15% of their base pay in sales incentives, with top performers earning up to 50% more. Actual earnings may vary based on individual performance. Development: You will be invited to a familiarisation trip within your first 9-12 months in the role, to experience our guest experience firsthand.
Hurtigruten Expeditions is the world's leading adventure travel group, offering unique small-ship and land-based adventures from pole to pole - and anywhere in between. We take our guests to the most spectacular areas on the planet, offering a mix of pristine wilderness and visits to genuine local communities. This is a very exciting time to join the Hurtigruten People Experience team. The Global people team are embarking on the journey to 'Provide a People Experience that's as good as our products'. Reporting to the Global Head of People Experience, you will be joining a fantastic, fun, and energetic team of People Experience Partners and Operational Excellence Specialists. Together we are working on some very exciting projects that will really help us to transform the way that we work today. As a People Experience Partner, you'll be responsible for: Providing advice and assistance to global and local managers on policies, procedures, legislation and agreements, also employee relations, performance and staff management Handling HR matters in accordance with legal requirements and Collective Bargaining Agreements (CBA) Conducting investigations in a thorough, timely, and respectful manner inclusive of collaboration with stakeholders, effective communication, documentation, recommendations, and managing outcomes Maintaining employee related documentation (Employment contracts, job descriptions, contract changes, agreements, salary records) according to current legislation Helping to develop, update, implement global and/or local HR policies and procedures Delivering and/or developing training, employee engagement programs, rolling out HR campaigns, in partnership with the key stakeholders as needed Presenting the results of surveys, new initiatives or programs related to HR or working environment Supporting a smooth employee lifecycle including recruitment, advising managers on role reviews, recruitment, selection, hiring strategies, onboarding, change processes, advising with career planning, preparing separations, and conducting exit interviews Updating and maintaining the HR Database and Software programs including the use of Jira (case management system) for tracking requests and supporting other team members when absent Compiling and analysing various reports and statistics as needed Academic and Professional Qualifications/Skills: A degree in relevant area of business or 5+ years of experience in HR Fluent in Norwegian Good understanding of Norwegian employment laws Experience in conducting employee relations investigations & disciplinary conversations Understanding of maritime regulations Experience with various HR platform tools Experience writing guidelines and procedures across multiple countries Experience with CBAs and Trade Union negotiations Experience with analysis and presenting key findings Key Personal Attributes/Behavioural Competencies: Effective & confident communication skills Analytical thinking Problem solving Skills Customer service oriented Able to collaborate across multiple teams Adaptable and flexible in a changing work environment Relationship building & influencing skills
Jan 17, 2024
Full time
Hurtigruten Expeditions is the world's leading adventure travel group, offering unique small-ship and land-based adventures from pole to pole - and anywhere in between. We take our guests to the most spectacular areas on the planet, offering a mix of pristine wilderness and visits to genuine local communities. This is a very exciting time to join the Hurtigruten People Experience team. The Global people team are embarking on the journey to 'Provide a People Experience that's as good as our products'. Reporting to the Global Head of People Experience, you will be joining a fantastic, fun, and energetic team of People Experience Partners and Operational Excellence Specialists. Together we are working on some very exciting projects that will really help us to transform the way that we work today. As a People Experience Partner, you'll be responsible for: Providing advice and assistance to global and local managers on policies, procedures, legislation and agreements, also employee relations, performance and staff management Handling HR matters in accordance with legal requirements and Collective Bargaining Agreements (CBA) Conducting investigations in a thorough, timely, and respectful manner inclusive of collaboration with stakeholders, effective communication, documentation, recommendations, and managing outcomes Maintaining employee related documentation (Employment contracts, job descriptions, contract changes, agreements, salary records) according to current legislation Helping to develop, update, implement global and/or local HR policies and procedures Delivering and/or developing training, employee engagement programs, rolling out HR campaigns, in partnership with the key stakeholders as needed Presenting the results of surveys, new initiatives or programs related to HR or working environment Supporting a smooth employee lifecycle including recruitment, advising managers on role reviews, recruitment, selection, hiring strategies, onboarding, change processes, advising with career planning, preparing separations, and conducting exit interviews Updating and maintaining the HR Database and Software programs including the use of Jira (case management system) for tracking requests and supporting other team members when absent Compiling and analysing various reports and statistics as needed Academic and Professional Qualifications/Skills: A degree in relevant area of business or 5+ years of experience in HR Fluent in Norwegian Good understanding of Norwegian employment laws Experience in conducting employee relations investigations & disciplinary conversations Understanding of maritime regulations Experience with various HR platform tools Experience writing guidelines and procedures across multiple countries Experience with CBAs and Trade Union negotiations Experience with analysis and presenting key findings Key Personal Attributes/Behavioural Competencies: Effective & confident communication skills Analytical thinking Problem solving Skills Customer service oriented Able to collaborate across multiple teams Adaptable and flexible in a changing work environment Relationship building & influencing skills