Ecommerce and Omnichannel Manager, South Asia

REPORTS TO: Retail & E-commerce Manager SEAO

MISSION:

Within the International Retail Team, E-commerce and Ominchannel Manager is responsible for managing the development of omnichannel projects, identifying new business opportunities, and supporting sales growth consequently.

In this role, E-commerce and Ominchannel Manager will work in partnership with various stakeholders at Richemont and Panerai. He/she will be the go-to person for Richemont SWM Digital Distribution team, Panerai Digital & CRM teams and local Panerai ECOM managers.

E-commerce and Ominchannel Manager will be the warrant of a seamless omnichannel client experience, breaking down barriers between brick and mortar and online, through the successful management and alignment of the following functions: E-commerce, CRM & physical Retail.

KEY RESPONSIBILITIES:

Main responsibilities include, but are not limited to:

1. OMNICHANNEL: Manage development of brand and group omnichannel projects:

• Act as omnichannel business expert and infuse omnichannel mindset within the company
• Lead implementation and operational follow up of omnichannel projects in boutiques (live chat…)
• Maximize in-store usage of omnichannel functionalities and tools within Internal Boutiques network; provide guidance and training where necessary, in collaboration with Retail Training team.
• Develop business cases and share best practices among Panerai Retail community

2. E-BUSINESS: Focus on growing brand E-business performance by managing all related projects, identifying business opportunities, and enriching client experience on our E-commerce boutiques:

• Define E-business targets and monitor performance on monthly basis
• Lead all E-commerce & CRC projects in partnership with local ECOM managers
• Analyze client experience offered on our E-commerce boutiques and CRC, suggest and implement actions to improve performance
• Continuously analyze digital business from sales, merchandising, marketing and operations perspective & use this data to further draw recommendations and drive E-commerce sales.
• Manage YNAP E-Commerce operations and the activation plan in collaboration with Marketing & Digital teams

3. CRM: Support the implementation of CRM projects and strategy locally in close collaboration with HQ CRM team:

• Act as a go to person for boutiques team
  • Coordinate the implementation of ELEVATE projects in boutiques in collaboration with HQ CRM team
  • Ensure the use of CRM tools defined by central function in the Retail network
  • Suggest, develop and perform training modules in collaboration HQ CRM & Training team

4. OTHERS
   • Participate to the preparation of strategic meetings and presentations together with Retail team members
   • E-commerce and Ominchannel Manager might be required to perform additional specific duties as determined

KPI’S:

• Retail & E-business sales performance
• Client satisfaction measure (Mystery Shopping & NPS)
• Omnichannel & CRM tools adoption rate

PROFILE:

• Minimum of 8 years of experience in New Retail role (e-business, omnichannel…), in an international environment
• Commercial acumen
• Result and action oriented with strong analytical skills
• Strong project management skills: ability to handle multiple projects, proactive and problem solver
• Highly operational and detail oriented with a focus on execution and rigorous implementation
• Strong sense of customer service
• True team player who enjoys working across multiple departments & teams.
• Independent, structured, and flexible work style
• Ability to work under pressure and meet deadlines
• Strong computer skills (PowerPoint, excel required, SAP a plus)
• Fluent in English and French, Italian a plus
• The position will require regular travels to local subsidiaries.