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Reference Code:  45281

Director E-Commerce and Client Relations Center

New York, NY, US

Permanent
  
  

WHO ARE WE?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment!
Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.  
At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

At Van Cleef & Arpels North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

 

Are You a Good Match?

Do you have a passion for High Jewelry, Art & Culture?

Do you have experience with luxury products in your past?

Do you have strong attention to detail and thrive in a fast-paced environment?

If so, we’d love to get to know you!

 

What are our expectations?

The Director of E Commerce and Client Relations Center will oversee the development and functionality of the Van Cleef and Arpels website. The ideal candidate is sales oriented and client experience focused. And can navigate a matrix reporting structure and provide input from the Americas region viewpoint.   

 

 

Develops & leads digital business strategy for Americas region :

  • Leads strategies and new business initiatives to achieve sales targets
  • Develops 12 month & 3 year strategic business plans for the Americas region with regular updates, to grow client base and sales opportunities via web, client relations center and new digital channels
  • Partners with HQ & local market on web activities, infrastructure & new business opportunities: digital taskforce
  • Optimizes user experience through the implementation of new tools and services
  • Manages reporting, technical support, site updates, stock & merchandising, technology opportunities, CMS enhancements, order management/CRM issues, fraudulent activities and online security issues, QA testing and bug tracking

 

Manages Client Relations/ e-boutique and ensures highest level of client service:                

  • Manages client relations center organization (11 FTE) responsible for customer service and order fulfillment optimization
  • Manages, implements, and monitors all Ambassador KPIS, guidelines and procedures
  • Ensures Ambassador team meets sales and client service expectations: barometer, training, clienteling and incentive
  • Interface with clients via email or telephone as needed, manage and handle escalated issues and ensure highest level of customer service, consistent with store experience
  • Collaborates with Call Center management to enlist RNA support of VCA team, services and initiatives

 

Oversees e-commerce manager and daily e-commerce sales content and operations:

  • Oversees quality of overall site content, ease of local use, images, copy, product availability
  • Maintains the on-line catalog of products including the “visible” and “sellable” ranges via the site CMS
  • Reviews and monitor status of all orders and processing in CCFE and SAP, review as need for fraud approvals
  • Acts as key contact to fulfillment facilities to ensure order processing
  • Manages after sales service needs with the necessary VCA contacts for e-boutique clients

 

Ensures Supply Chain and Fulfilment operations for e-commerce:

  • Validates back-end operation e-commerce procedures with Supply Chain, Distribution Center, CRM, and Communications as needed
  • Works in partnership with Supply Chain to ensure proper inventory levels are forecasted, replenished, maintained and available for basic saleable business and promotional needs, including packaging, gift wrap, stationary, catalogues, brochures, pouches, warranties, etc

 

Leads reporting and analysis and is in-the-know of market trends and digital business opportunities:

  • Tracks, solicits and organizes reporting metrics for site, sales analysis, website traffic, conversion, basket size, promotional activity ROI, campaign analysis and customer data
  • Follows sales trends, category opportunities and challenges working with CRM, Communications, Marketing and Supply Chain to optimize opportunities and find solutions to challenges
  • Stays abreast of industry trends and competitive activity

 

Partners transversally to achieve Maison digital goals:

  • Partners with Marketing, Communications, Supply Chain, After Sales Service and or CRM, on e-commerce programming and strategy
  • Collaborates with local teams to recommend and implement product programing and content focus to promote on site, including drive to retail for events, locations, appointments
  • Partners with Media team to drive qualified traffic, conversion, and retention through search, social, re-targeting, cart abandonment etc.
  • Makes recommendations and implementation of marketing campaigns, CRM tools to generate traffic and return rates to the site, increase conversion rates and basket size
  • Partners with HQ, Client Relations Center and CRM to optimize data capture opportunities

 

Qualifications

  • Bachelor’s degree or Advanced education
  • 10+ years in an e-Commerce specific role  (preferably with European based companies)
  • 5 years in a customer service, retail or call center role
  • Experience with creating and driving sales strategies with an e-boutique and client service team
  • Strong understanding of Retail Sales / Digital / Marketing / CRM / Technical skills
  • Structured mind – strong analytical skills / ability to synthesis and plan strategically
  • Professional communication and Customer Service skills  - communicate with Paris HQ + internal departments (e.g. marketing, communication)
  • Expert at Google Analytics, SEO, or other analytical tools

 

More than a job…it’s an experience!

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence.

 

The recruitment process:

Please complete an applicaton on the Richemont Career Site.

Interested candidates must have valid work authorization for the US.  Visa sponsorship for this position is not available.