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Reference Code:  33919

E-commerce Operations 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 8,500+ 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 Senior Executive, E-Commerce Operations, reporting to E-commerce Operations Manager, has the primary objective to support day-to-day e-commerce operations & 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. 

 

HIERARCHICAL REPORT

 

E-Commerce Operations Manager, Hong Kong and Macau

 

RESPONSIBILITIES

 

E-Commerce Management

  • For all channels, support the e-Commerce activity including:
  • Create Ecommerce sales and performance reports from retail, digital & client perspective
  • Coordinate & issue tickets for reporting website bugs and enhancements to headquarter 
  • Create product launch plan including product selection, assortment, and landing page creation by working closely with marketing team and headquarter
  • Work with different parties to ensure a smooth process of order fulfilment, packaging, and delivery
  • Implementation of 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
  • Manage and create personalized ordering experience for clients
  • Operational excellence: logistic, customer services, IT, finance, etc. by collaborating with related partners
  • KPIs, report setup & follow up
  • Basic web analytics
  • Optimizing website traffic & conversion rate 

 

Brand Website Optimization

  • Support on optimization of the Direct To Customer (DTC) navigation and performance by working closely with HQ
  • Support Manager to 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 with Manager for Ecom clients

 

REQUIRED COMPETENCIES

Education & Qualifications

  • Watch and Jewelry / Fashion / retail / luxury background definitely an advantage.
  • Minimum 3 years of experience in e-Commerce. Proven success experience in building e-Commerce business via various channels such as DTC, market place, WeChat.
  • University degree required.
  • Digital savvy and can think out of the box. Strong passion for web, mobile, technologies to create an exceptional customer experience
  • With experienced in using Web analytics tools (e.g. Google Analytics) and tag management tools (e.g. Google Tag Manager)
  • Good communication (English and Chinese) and interpersonal skills; effective and persuasive
  • Ability to work and grow in a complex and multicultural environment
  • Service and result oriented
  • 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