E commerce manager (26193871) - reed.co.uk

• Fully responsible for e-commerce sales targets as well as online shop P&L.
• Define with HQ required online product assortment and manage merchandising mix.
• Ensure that all local requirements are met in terms of user experience, packaging, language, etc.
• Build local sales focus / online merchandising plans with specific product assortments (eg. Chinese New Year, 11/11 Singles Day) and complimentary services. (quarterly – monthly – weekly)
• Run daily/weekly/promotions via Content Management System to maximize conversion and sales.
• Maintain and optimize website content for increased performance (shop home page and teasers, in particular) with dynamically changing and relevant content/products.
• Acquire new e-commerce customers and build the CRM database. In collaboration with Retail.
• Local ownership for feature requests and extension of Richemont’s/Montblanc’s E-Commerce platform.
• Develop with local Marketing pre-launch, launch and post-launch communication and advertising plan. Collaborate with Montblanc HQ, in particular on SEO, SEA and Social Media.
• 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.
• Check and improve language on the E-Commerce Site for accuracy, support in translation process.
• During project phase, support Montblanc HQ with local input and country-specific requirements.
• Monitor and report local e-commerce activities (trends, retailer activities, grey marketing).
• Review and monitor the status of all orders and processing in the Systems.
• Weekly reporting of the e-commerce activities to the Senior Management, website and contract center (visits, sales, campaigns, customers’ requests, quality scores, highlights).
• In collaboration with Logistics/Supply Chain management, manage stock situation and ensure replenishment rythms. Ensure proper allocation from HQ, in particular for novelties.
• Implementation of Richemont contact center service and interaction with clients and Montblanc’s internal departments (retail, marketing, after sales, supply chain etc.)
• Act as the commercial single point of contact for all questions from contact center agents.
• Monitor customer feedback and interaction via CC agents, CDB, ERM. Manage escalation paths to local MB/RI management and HQ.
• Define and monitor third party service levels, eg. Fulfilment, Payment.
• Monitor payment/fraud issues, in collaboration with CC and Richemont Ops.
• Manage local E-Commerce Cockpit with key figures for traffic, sales, and customer interaction.
• During project phase, act as key user for website and operational testing.

Person Specification

• Entrepreneurial spirit, focus on commercial results
• 3-5 years experience in E-Business and Digital Marketing – ideally from online shop or brand with EC shop, with strong commercial acumen and eshop P&L experience
• IT literacy, understanding of web technologies, content management system, social media, mobile tools
• Knowledgeable of e-commerce trends, competitive landscape and digital customer experience
• Commitment, passion and drive, hands on
• Ability to connect with local and central teams and to become the local MB “digital expert”
• Good communicator, proficiency in English
• Highly innovative, productive and efficient with excellent time-management skills
• Excellent communication and exceptional interpersonal skills; effective and persuasive
• Must engender a positive “can do” attitude in others (be a lateral leader).