Our client in the Luxury Brands Industry seeks the services of an e-commerce Manager who will will be primarily responsible for overseeing and managing the
e- commerce department of a company with a significant online presence. He / She will handle decision-making for the website, social media accounts, and online advertising.
Manage a team and responsible for all day-to-day operational aspects of the e-commerce channel (desktop, mobile, table), including inventory management, merchandising, contents publishing, product information, user experience, order fulfillment, shipping methods, payment methods, customer service & housekeeping
Partner with cross functional teams, including IT, Marketing, Inventory, Customer Service, Logistics to identify opportunities and to drive business and executes new business strategies
Deliver the annual sales, margin and EBITA identified in the strategic plan for the region
Drive commercial fundamentals (KPIs, traffic, conversion, site experience, AOV, etc) and develop industry benchmark operational excellence (according to strategy)
Create outstanding consumer experiences (brand / product / service / NPS)
Deliver consistent brand and user experience for all on-line platforms (desktop, mobile, tablet)
Define the e-commerce requirements (toolbox, site experience, services, etc) necessary to meet business goals
Manage and support all O2O operations and implementations
launch successful sales events and in charge of promotions and site initiatives through maintenance of product assortment (i.
e. enhancing catalog, creating product pages, adding SKUs and imagery to product pages, etc).
Manage and oversee new item set up, catalog management and product attributes, ensuring timely product launch
Strategise sales and selling techniques to ensure proper selling volume, minimize excessive stock, prevent insufficient stock and maintain product freshness
Maintains e-commerce planogram, monitoring replenishment and demand (out of stock notification) opportunities, adjusts stock levels and plans for incremental needs
Partners with cross-functional team to ensure all images, product launches, product placements and copy are accurately represented and are in alignment with overall strategies
Monitors customer service and fulfillment issues. Partner with Customer Service to resolve escalated issues in a timely and efficient manner.
Manages relationship and SLAs with Customer Service, Fulfillment Center, and Platform vendor
Work closely with Order Fulfillment team and Shipping team to ensure timely shipments & inventory management and also review the fulfillment / delivery options at all times
Work closely with Marketing team by supporting with data to create more effective marketing on a country-level and regional-
level basis, considering cultural customs, seasonal issues, local events etc
Troubleshoots and resolves issues with data feeds, integrations, site tags, and other aspects of the website environment.
Builds strong working relationships with service providers and system integrators
Define and document online site procedures and implement process changes that ensure organizational efficiency, profitability, and growth
Observe and react to changes in the marketplace, products, market pricing, customer preferences, competing businesses, etc.
Provide analysis & performance reports including daily, weekly and monthly reporting of KPI’s and recommending changes to improve performance so as to achieve P&L results
Performs pre-season, in-season, and post-season analysis and reporting recaps and defines future opportunities to create assortment strategy opportunities
Other ad-hoc duties as assigned
Ideal Candidate :
Bachelor’s Degree in Marketing or Business discipline required
Preferably with at least 3 - 5 years’ experience in retail industry and / or E-Commerce industry
Experience running operations in an eCommerce environment, including executing strategy
Technical understanding of eCommerce websites and what it takes from first click all the way through the order life cycle
At least 2 years’ worth of experience working with the Magneto platform
Thorough understanding of domestic and international shipping requirements, restrictions and practices with USPS, FedEx and UP
Proven record of excellent customer service
Strong project management and continuous improvement skills.
Preferably with international market experience but not a must
Metrics driven mindset
Strong attention to detail with an ability to respond to last minute requests and adapt to changes in business trend.
Ability to prioritise and multi-task while staying organised.
Ability to support the online store whenever issues arise, including outside the normal hours of business.
Team Player with positive learning attitude
Excellent communication skills (both written and verbal), a strong work ethic, and the ability to work under pressure / meet deadlines.
Keen sense of fashion and a passion for the fashion / luxury goods industry