Reference Code:  28261

E-Commerce Executive

Shanghai, 31, CN



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.

Position Title:         E-Commerce  Executive
Reports to:        E-Commerce Manager, China
Location:         Shanghai
Position Summary
This position is responsible for the day to day operation of VCA local E-boutique to meet the commercial target, in collaboration with Richemont E-commerce platform. Work conjointly with Marketing and Communication team to ensure success of e-business activities

Key responsibilities
1.    Commercial ownership 

•    Review and monitor the status of all orders and processing in the Systems. 
•    Assist in existing Ecom channel testing for UX optimization and systematic testing for Westore development
•    Client relationship center management. Ensure phone sales and call center performance indicators reach service level indicators which are delivered to clients. 
•    Acquire new e-commerce customers and build the CRM database, in collaboration with CRM team.
•    Realize synergies with Retail, by defining and implementing processes to improve the customer experience, eg. Products sold online to be picked up in store; boutique appointments in the future etc.
•    Monitor and report local e-commerce activities (trends, retailer activities, grey marketing).
•    Manage local E-Commerce KPI for traffic, sales, and customer interaction.

2.    E-commerce Operations and Website Management
•    Monthly reporting of the e-commerce activities and CRC performance to the senior management 
•    Ensure that all local requirements meet maison standard in terms of user experience, packaging, logistics services, etc.
•    Collaborate with supply chain and marketing team to develop and manage e-merchandizing and product presentation on Website & Webtq.
•    Validate operation proposal regarding e-commerce in collaboration with Richemont local Ecommerce and support functions ( Logistics & warehouse, IT, Finance)
•    Ensure the stable e-commerce functionalities on website in all the operational processes. 
•    Define and monitor third party service levels, eg. Fulfilment, Payment.
•    Monitor payment/fraud issues, in collaboration with Call Center and Richemont functions.
•    During project phase, act as key user for website and operational testing.
•    Assist the vendor payment/purchase order process
•    Ad-hoc job assignments 

Required skill set and competences
•    Entrepreneurial spirit, focus on commercial results

•    IT literacy, Proficient in Excel, word, PowerPoint etc. MS Office application
•    Knowledgeable of e-commerce trends, competitive landscape and digital customer experience
•    Commitment, passion and drive, hands on
•    Good communicator, proficiency in English 
•    Highly initiative, productive and efficient with excellent time-management skills 
•    Excellent communication and interpersonal skills; effective and persuasive 
•    Must engender a positive “can do” attitude in others
•    Bachelor degree or above