Job Title:
Digital Commerce Manager
Job Description:
Join a dynamic team of professionals who drive business growth through e-commerce excellence. As Digital Commerce Manager, you will play a critical role in leading our online store to new heights by implementing strategic initiatives that enhance customer experience and drive sales.
Key Responsibilities:
* Lead the Client Contact team with action plans to achieve E-commerce business and Customer Service quality KPIs
* Manage all ecommerce transactions and phone transactions by the Client Contact team to meet sales KPIs
* Ensure the store is profitable and has accurate inventory within Group parameters
* Selection and ordering of products at Podium, according to budget and OTB parameters
* Inventory management via 3PL and ordering of non-Podium products (fragrance, watches, La Table)
* Translation and validation of product catalogues in English, including tax codes, pricing, locations and units in stock
* Oversee the eMerchandising of website including publishing new products and updating windows
* Lead and ensure timely execution of site updates; new product adds, content updates, site enhancements
* Identify and recommend new website enhancements to improve conversion rate, sales and customer service
* Maximize customer site behaviour using web analytics, metrics and selling performance
* Develop best practices and inform on industry trends and opportunities for increased web sales and online branding
* Manage and support hermes.com consultants in daily customer service tasks, including training and testing product knowledge, reviewing policies and procedures, answering inquiries and placing orders
* Resolve customer issues, manage orders, client mailings, and coordinate store transfers
* Manage daily operational procedures with 3PL including orders, returns and exchanges, stock analysis and reorders, and page updates
* Manage reporting and reconciliation tasks between systems to ensure accurate capture of sales and stock movements
* Oversee and manage all client communication channels including calls, emails and Eptica tool
* Ensure compliance with online commercial policy and smooth delivery and returns
* Provide reports on Customer Service activities and share feedback with E-merchandiser and Merchandise Team to improve the customer journey
* Support the retail network with value-added services and drive-to-store
* Develop and update Client service rules and guidelines; deploy new tools and omnichannel services; run benchmarks to identify best practices
* Develop Corporate Sales online business and communications plan for hermes.com
* Develop a strategic merchandising plan and oversight of inventory control, scheduling, expenses, sales reporting and sale preparations
* Responsible for total store P&L for e-Commerce and Corporate Gifts; reconcile sales with banking and prepare monthly status reports
* Lead and manage cross-functional teams including Operations Executive and emerchandiser; supervise Client Services Manager and a team of Client Contact Consultants
* Ensure processes comply with legal and internal group procedures; conduct regular performance reviews and identify training needs
* Develop relationships with Paris After Sales team and maintain regular dialogue with key stakeholders
* Client Contact Centre Management
* Oversee and manage all client communication channels including calls, emails and Eptica tool
* Ensure online policy adherence, delivery lead-time and returns processing
* Provide quantitative and qualitative reporting on Customer Service activities; share feedback for improvements
* Support retail network with value added services and drive-to-store initiatives
* Build and update client service rules and guidelines; deploy new tools and omnichannel services
* Hermes.com Strategic Actions
* Develop Corporate Sales online business
* Develop Communications action plan for hermes.com
* Strategic merchandising plan to exploit new avenues of growth
* Financial and Reporting
* Operational management of inventory control, scheduling, expenses, sales reporting, and sale preparations
* Responsible for total store P&L for e-Commerce and Corporate Gifts
* Reconciliation of sales with banking; daily and weekly reporting; monthly status report
* System bug/testing coordination with Paris; business planning and corporate gifts
* People Management
* Manage operations executives and emercandishers; oversee Client Services Manager and team of Client Contact Consultants
* Ensure compliance with legal and internal procedures; drive improvement through mystery shopping results and training
* Recruit and integrate new Client Contact Consultants; manage end-of-year performance reviews
* Online Systems Optimisation
* Manage and coordinate all retail systems used in relation to Hermes.com and the ASS process
* Provide training and updates to the team for systems
* Special Projects
* As directed by Retail Director and Managing Director