Senior Executive, E-commerce Operations, HK & Macau

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:

• Process daily sales order and create sales report
• Coordinate & issue tickets for reporting website bugs and enhancements to headquarter 
• Product assortment, stock, pricing, launching plan by working closely with marketing team
• Work with merchandising team on stock forecast
• 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
• Operational excellence: logistic, customer services, IT, finance, etc. by collaborating with related partners
• KPI, 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)