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Reference Code:  43881

[Richemont Group] Client Relation Center/eCommerce Operation Manager

Richemont

Seoul, 11, KR

Permanent
  
  

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

MAIN PURPOSE

Responsible for the coordination of Client Relation Center (CRC) and eCommerce initiatives for all Richemont Maisons within Korea, he/she will directly report to the Richemont Korea eCommerce Manager.

 

The primary objective of this position is to support the Maisons to achieve their Digital sales growth targets, through operational support to all eCommerce activities of the Group in Korea, and lead/support of business development initiatives (i.e., Maisons activation, new digital distribution platform integration)

 

Client Relation Center / eCommerce Operation Manager must be comfortable in liaising with cross-functional teams (Group and Maison, central and local, ranging from operation and logistics, to marketing, tax, legal and finance), Web agencies, and relevant external partners such as local payment gateways, bringing knowledge and bringing mutual understanding. 

 

He /She can think critically and strategically about proposed eCommerce features, as a business and as an operation, and can absorb and process significant amounts of information.

 

He/she will be working closely with the Maisons’ eCommerce / digital teams to ensure the eCommerce platform is operationally efficient to support their commerce and marketing activities. This entails the involvement in every facet of the eCommerce platform development, from design issues to troubleshooting, from performance analysis to capacity planning, process implementation to optimal execution, from DNS to networking to application behavior. He/she will be ultimately responsible for making sure that our eCommerce platform always works.

 

He/she will be the key coordination contact point with our external Client Relations Center (CRC), to ensure their services and protocols are in line with contractual agreement with the Group and meet customer expectations in the Korean market. In addition, the CRC Manager will support all transformation initiatives undertaken by the group to professionalize and elevate CRC Operations and improve business impact in coordination with the Maisons.


KEY RESPONSIBILITIES

•    Support the day-to-day E-business operations on Group’s end-to-end Ecommerce platforms and external E-tailor platforms, covering order management systems, distribution center Ecommerce operations, Ecommerce order processing and fulfilment, return and exchange, payment and refund, etc. as well as digital platforms for Ecommerce services and E-business related initiatives, and other omni-channels business activities
•    Create documentations related to new ECOM procedures, end user manuals and operation guidelines.
•    Organize training for Maison / CRC end users’ competency upgrade following new operation needs.
•    Coordinate operational and functional testing for new Ecommerce activation and new features implementations
•    Implement effective process/workflow adjustments based on workload and analysis of statistical data
•    Support between Korean and English translation on internal and external documentations
•    Consolidate monthly, quarterly and yearly CRC & e-Com sales report
•    Ensure pre-defined qualitative and quantitative KPI’s are achieved and exceeded
•    Monitor team interactions across all channels (phone, email, chat, social media, etc.) to ensure the highest performance standards
•    Communicate effectively with all stakeholders; anticipates and resolves issues regarding schedules and deliverables
•    Monitor industry trends and competitor activities and recommend action to ensure we build and maintain a leadership position in eCommerce
•    Support CRC transformation initiatives including streamlined reporting, operational excellence programs and systems requirements gathering to improve customer satisfaction, business impact and efficiency.


 SKILLS
•    Fluent both in Korean & English 
•    MS Office proficiency (Word/ PowerPoint / Excel / Outlook)
•    Prior experience with e-commerce web/phone sales, ability to help drive a customer as well as sales-oriented CRC / e-Commerce
•    Attention to detail
•    Proficiency with the Contact center, CRM and eCommerce systems & tools
•    Excellent planning, organizational, time management, and analytical skills
•    Ability to analyze information, identify problems and develop action plans

 

PROFILE

•    Bachelor’s degree
•    5+ years of call center /customer service management experience, preferably in the retail eCommerce industry highly appreciated
•    Ideally experience in eCommerce and digital marketing for consumer facing brands/eCommerce platforms, preferable in luxury and premium brands highly appreciated. Solid understanding of the Korean consumer behavior and digital landscape
•    Background in eCommerce, especially the luxury retail sector is preferred
•    Independent and able to treat confidential information
•    Exceptional interpersonal skills – effective, persuasive, and sensitive to multi-cultural and multi-lingual environment
•    Willing to travel occasionally
•    Experience from a group environment a plus
 

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