E-commerce Operations Manager E-commerce Operations Manager Cartier HK, HK, HK

Richemont (Hong Kong, Hong Kong) 3 days ago

POSITION SUMMARY

The E-Commerce Operations Manager, who owns e-Commerce P/L, has the primary objective to maintain day-to-day e-commerce operations & develop 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 reports to Retail Director, Hong Kong and Macau

RESPONSIBILITIES

E-Commerce Management


For all above channels, lead the e-Commerce activity including:

  • Product assortment, stock, pricing, launching plan by working closely with marketing team
  • Work with merchandising team on stock forecast
  • Content development & management
  • Collaborate with digital team to define annual E-commerce launch plan and strategies
  • Work with different parties to ensure a smooth process of order fulfilment, packaging, and delivery
  • Roll-out 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 set up and follow up
  • Web analytics
  • Optimizing website traffic & conversion rate 
  • Ensuring O2O experience

Brand Website Optimization

  • Optimize the Direct To Customer (DTC) navigation and performance by working closely with HQ
  • 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 for Ecom clients


REQUIRED COMPETENCIES

•    Education & Qualifications

  • Watch and Jewelry / Fashion / retail / luxury background definitely an advantage.
  • Minimum 5 years of experience e-Commerce. Proven success experience in building e-Commerce business via various channels such as DTC, market place, WeChat.
  • Experienced in using Salesforce will be a plus
  • University degree required.
  • Digital savvy and can think out of the box. Strong passion for web, mobile, technologies to create an exceptional customer experience
  • Strong business sense, and at the same time, good technical sensibility and understanding
  • Solid project management skills
  • Familiar with Web analytics tools (e.g. Google Analytics) and tag management tools (e.g. Google Tag Manager)
  • Strong leadership
  • Excellent communication (English and Chinese) and exceptional interpersonal skills; effective and persuasive
  • Ability to work and grow in a complex and multicultural environment
  • Service and result oriented
  • Significant 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)
     


E-commerce Operations Manager E-commerce Operations Manager Cartier HK, HK, HK

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