Talent Talks: eCommerce Operations with Katya Samotoi

Welcome to ScaleJet's Talent Talks: eCommerce Edition, where we interview experts in the eCommerce industry to learn about their experiences and insights.

In this second edition, we speak with Katya Samotoi, an eCommerce Operations Director at Viceroy group with years of experience in various aspects of the eCommerce business. She shares her perspectives on what it takes to succeed as an eCommerce Operations Director, the challenges of managing teams in eCommerce projects, and the trends and technological advances that are shaping eCommerce operations.

Katya: It was more logical decision rather than inspiration, to be honest. I learned so much throughout my years in eCommerce, from marketing to customer support and managing the entire business. Operations in eCom include bits of all above 🙂

Katya: Common sense and ability to simplify complex processes.

Katya: Things in eCom often move really fast and things are constantly changing, so it could be quite challenging to make sure everyone is moving with the same pace.
The best tactic is to build a team where everyone does not need constant control and is able to manage themselves. Also, try not to build complex processes and systems - the simpler the better.

Katya: When it comes to developing a successful eCommerce operations strategy, there are several important trends to keep in mind.
Firstly, businesses should focus on omnichannel commerce, which means providing a seamless and consistent customer experience across multiple channels, such as online marketplaces, social media, and physical stores.
Personalization is also key, as customers now expect tailored experiences based on their preferences and interests.
Social commerce is becoming increasingly popular, and businesses should engage with customers on social media and integrate it into their overall eCommerce strategy.
Subscription-based models are always a good idea, as they provide a predictable revenue stream and a loyal customer base. 
Finally, sustainability is becoming an important consideration, as customers are increasingly concerned about the environmental and social impact of their purchases.

Katya: Common pitfalls to avoid in eCommerce include neglecting customer retention, providing a poor user experience, and delivering subpar customer service. By prioritizing retention, user experience, and customer service, eCommerce businesses can build a strong foundation for growth and success.

Katya: Technological advances have changed eCommerce operations by enabling automation, data analytics, mobile technology, cloud computing, virtual and augmented reality, and blockchain. Leveraging these technologies can make eCommerce operations more efficient, data-driven, and customer-focused.

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If you're an eCommerce business looking to scale up your operations or an aspiring eCommerce professional looking to enter the industry, ScaleJet is here to help. As a specialized eCommerce HR agency, we can help you find the right talent to grow your business and advance your career. Contact us today to learn more about how we can support your eCommerce journey.