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Code de référence:  99905

Digital Operations & Client Relations Centre Project Manager

Meyrin, GE, CH

Fixed Term
  
  

Baume & Mercier, Maison d’Horlogerie depuis 189 ans, propose son savoir-faire horloger au travers de montres sobres et élégantes, rythmé par la devise de ses fondateurs : « N’accepter que la perfection pour n’offrir que des montres de la plus haute qualité. » Les collections actuelles incluent Clifton, s’adressant aux hommes modernes urbains et sportifs, les intemporelles Classima et les montres de formes Hampton. Pour en savoir plus, visitez le site Internet Baume & Mercier : www.baume-et-mercier.com

The Digital Operations & CRC Project manager position embeds both operational responsibilities as well as ad hoc project management and reports to the Head of Digital and Client. In this position you will support day-to-day management of the international CRC platforms and will work on improvement initiatives related to the business process, the systems and the people.

 

The digital/ecommerce operations & CRC project manager will assist the Digital team to develop and support the ecommerce operations activities. His/her role will be transversal, working very closely with all team members of the Digital department, in particular with the Digital & CRC Manager. He/She will also frequently collaborate with other teams such as supply chain, marketing, markets, and the regional Client Relations Centres (CRCs).

 

The Client Relations Centres (CRC), which serve as communication and sales platforms, handle all end-client inquiries for our Maison from pre-sales to after-sales activities through multiple communication channels including phone, email, social media. These platforms are managed by the Group and function as an important enabler of the Omni channel experience by bridging the online and offline worlds for a seamless customer experience.

 

 

Operational tasks:

  • Support the CRCs by providing brand, product, marketing & communication and after-sales updates.
  • Ecommerce orders follow-up in collaboration with Client Relation Centres (CRC), Fraud & Payment, Finance, Logistics, Operations & Systems Support.
  • Stock management (timepieces & straps) through our different ecommerce channels
  • HQ contact for ad hoc requests management in coordination with our international markets.
  • Maintenance of global e-Boutique sale supports (E-mail content, Conditions of Sale, Stationery & Brand Packaging)
  • Active preparation and participation in Key User testing for e-commerce projects and periodic releases.

Strategic tasks:

  • Supervise and oversee CRC metrics from a global standpoint. Ensure we have a solid baseline to measure performance and proactively make recommendations for continuous improvement.
  • Support or lead the execution of various e-commerce projects related to CRC and digital operations.
  • Conduct benchmarks of customer relationship and supply chain approaches across luxury brands.

Profile

  • Client centric
  • Proficiency with and interest for IT systems, working knowledge of SAP
  • Natural ability to communicate and to work across various teams
  • Proactive in issues solving
  • Rigorous and process oriented
  • Sales, and result oriented
  • Fluent English and French is a plus

 

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