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Reference Code:  33919

E-commerce Operations & Client Relations Center Manager

HK, HK, HK

Permanent
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 7,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. 

  
  

POSITION SUMMARY

The E-Commerce Operations & Client Relations Center Manager, who owns e-Commerce P/L, has the primary objective to maintain day-to-day e-commerce operations & develop e-Commerce sales to reach the ambitious target via different channels and guarantee to provide the prestige brand image & omni-channel clients experiences via on-line flagship boutiques. The job holder also looks after Client Relations Center operations team to ensure satisfied online clients treated with high service standards aligning with Cartier standards as well as assisting on achieving the E-Commerce target.

 

RESPONSIBILITIES

1)    E-Commerce Management
E-Commerce Management
For all above channels, lead the e-Commerce activity including:

  • Product assortment, stock, pricing, launching plan by working closely with marketing team
  • Work with merchandising team on stock forecast
  • Content development & management
  • Collaborate with digital team to define annual E-commerce launch plan and strategies
  • Work with different parties to ensure a smooth process of order fulfilment, packaging, and delivery
  • Roll-out both global and local E-commerce initiatives and conduct UAT 
  • Ensure service availability of customer support (e.g. live chat, book an appointment, etc.)
  • Digital day to day marketing and key campaigns to drive traffic by working with communication team
  • Operational excellence: logistic, customer services, IT, finance, etc. by collaborating with related partners
  • KPI, report set up and follow up
  • Web analytics
  • Optimizing website traffic & conversion rate 
  • Ensuring O2O experience

Brand Website Optimization

  • Optimize the Direct To Customer (DTC) navigation and performance by working closely with HQ
  • Work with communication team to customize website contents with local events and wave plan for HK market.

Client Data & Analytics

  • Work closely with CRM team to enrich client’s data and leverage the data power from our key partners
  • Based on the client data, to work out CRM campaigns for Ecom clients

2)    Client Relations Center Operations Management
CRC Operation Management

  • Manage the CRC team to ensure the highest quality of the service is achieved, in line with Cartier standards as well as achieving the E-Commerce target on multi platforms;
  • Ensure the CRC is well integrated with the rest of the business. 
  • In charge of the global reporting of the Relation Center activity. 
  • Be the contact person of other departments (CRM, marketing, communication, retail, shared services…) for all Relation Center related matters and a key user of all IT applications. 
  • Define the Relation Center SOP, Working /Training Plan, KPIs level in collaboration;
  • Participate to the e-commerce budgetary reviews and approvals;
  • Define and implement action plans to meet the objectives in terms of turnover, quality of service and efficiency;
  • Create an environment of continuous improvement by acting on opportunities to improve processes and systems;
  • Manage qualitative and quantitative monthly global reporting for committees;
  • Crisis management, aim to increase client’s satisfaction and propose the practical action; 
  • Be the person in charge on all CRC  and e-com functions (SAP, ICC, CCFE…). Also, to selected CRC ambassadors to be the key user to conduct test


REQUIRED COMPETENCIES

•    Education & Qualifications

  • Watch and Jewelry / Fashion / retail / luxury background definitely an advantage.
  • Minimum 5 years of experience e-Commerce. Proven success experience in building e-Commerce business via various channels such as DTC, market place, WeChat.
  • Experienced in using Salesforce will be a plus
  • University degree required.
  • Digital savvy and can think out of the box. Strong passion for web, mobile, technologies to create an exceptional customer experience
  • Strong business sense, and at the same time, good technical sensibility and understanding
  • Solid project management skills 
  • Familiar with Web analytics tools (e.g. Google Analytics) and tag management tools (e.g. Google Tag Manager)
  • Strong leadership
  • Excellent communication (English and Chinese) and exceptional interpersonal skills; effective and persuasive
  • Ability to work and grow in a complex and multicultural environment
  • Service and result oriented
  • Significant experience in retail sales or customer service in the luxury / high-end goods domain, or in call center / e-commerce related activities

•    Languages

  • English (mandatory)
  • Either Cantonese or Mandarin (mandatory)
     

Learn more about life at Cartier



www.careers.cartier.com

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont