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.
E-Business Manager
We are hiring an E-Business Manager in charge of developing local E-Business and managing the execution of the online retail strategy within the market on all relevant channels (Web, Client Relations Center etc..) to guarantee the level of excellence for the our clients in coordination with all stakeholders.
He/She will directly report to Retail Director and will be the contact with the International HQ based in Paris //OR// Regional HQ based APAC team to align strategy, objectives and budgets. This position as E-Business manager is a multi-role position that will consist mainly of supporting the Maison to achieve its digital sales growth targets and liaising with various teams.
E-Commerce:
• Fully responsible for E-Commerce sales targets as well as online retail boutique P&L
• Manage all online activity Decision-making for the website, develop and implement E-Commerce strategy in order to improve website performance
• Develop 2-3 year local strategic business plan for E-Business (strategies to build site visibility, increase sales, basket size)
• Build E-Commerce product assortment planning and campaign calendar, so as to reach sales target and ensure full alignment with E-Commerce central teams
• Ensure the stable E-Commerce functionalities on website in all the operational processes
• Ensure that all local requirements meet Maison standard in terms of user experience, packaging, logistics services, etc.
• Monitor payment/fraud issues, in collaboration with CRC and Richemont functions
• Push local improvements to HQ (website improvements, SEO requests…), and write Business cases when needed for Maison prioritization
• Closely monitor monthly and/or weekly sales performance reports including KPIs such as traffic sources, conversion rate, average basket and return rate to define improvements that will help reaching E-Business objectives
• Be the key contact with APAC Region and also functionally reporting to HQ ECommerce teams
• Liaise with other departments such as Communication to define media strategy or CRM to build an efficient online client path
Oversee CRC team including Client Relations Center (CRC) activities:
• Manage and guide Client Relations Center Ambassadors with CRC Manager to make sure the quality of client services are in line with Maison expectation.
• Ensure Client Relations Center’s services and protocols are in line with contractual agreement with the Richemont Group and meet client expectations in the Korea market
• Make sure all transformation initiatives undertaken by local Richemont CRC or the International HQ based in Paris, including streamlined reporting,
operational excellence programs and systems requirements to improve customer satisfaction, business impact and efficiency
• Monitor monthly and/or weekly sales performance reports including KPIs such as traffic, conversion rate, average basket, return rate and set relevant action plans to improve CRC performance, etc.
Intelligence - Keep abreast of local digital environment:
• Keep an eye on industry trends and competitor activities and recommend actions to ensure we build and maintain a leadership position in E-Commerce
• Ensure brand consistency on local retailer website
• Market Intelligence regarding digital
Qualification :
• At least 10 years of experience in a similar role
• Bachelor's degree in business, E-Commerce, E-Marketing or related field required
• Experience developing and overseeing E-Commerce strategies
• Experience in traffic analysis and reporting tools (Google Analytics)
• Strong business process understanding (client information management, order processing, client support, etc.)
• Knowledgeable of E-Commerce trends, competitive landscape and digital client experience
• Strong strategic analysis and strategy development skills
• Solid understanding of the local consumer behavior and digital landscape
• Background in Call Center / Contact Center / Client Relations Center is a plus
• Fast-learner, rigorous, organized, dynamic, proactive and team player.
• Excellent communication skills in Korean and English
• Must possess the ability to work in a dynamic, service oriented, matrix corporate environment
• Must engender a positive “can do” attitude in others