Senior Executive, E-commerce Operations, HK & Macau
Cartier
Hong Kong, HK, HK
6天前

POSITION SUMMARY

The Senior Executive, E-Commerce Operations, reporting to E-commerce Operations Manager, has the primary objective to support day-to-day e-commerce operations & 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, Hong Kong and Macau

RESPONSIBILITIES

E-Commerce Management

For all channels, support the e-Commerce activity including :

  • Process daily sales order and create sales report
  • Coordinate & issue tickets for reporting website bugs and enhancements to headquarter
  • Product assortment, stock, pricing, launching plan by working closely with marketing team
  • Work with merchandising team on stock forecast
  • Work with different parties to ensure a smooth process of order fulfilment, packaging, and delivery
  • Implementation of both global and local E-commerce initiatives and conduct UAT
  • Ensure service availability of customer support 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 setup & follow up
  • Basic web analytics
  • Optimizing website traffic & conversion rate
  • Brand Website Optimization

  • Support on optimization of the Direct To Customer (DTC) navigation and performance by working closely with HQ
  • Support Manager to 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 with Manager for Ecom clients
  • REQUIRED COMPETENCIES

    Education & Qualifications

  • Watch and Jewelry / Fashion / retail / luxury background definitely an advantage.
  • Minimum 3 years of experience in e-Commerce. Proven success experience in building e-Commerce business via various channels such as DTC, market place, WeChat.
  • University degree required.
  • Digital savvy and can think out of the box. Strong passion for web, mobile, technologies to create an exceptional customer experience
  • With experienced in using Web analytics tools Google Analytics) and tag management tools Google Tag Manager)
  • Good communication (English and Chinese) and interpersonal skills; effective and persuasive
  • Ability to work and grow in a complex and multicultural environment
  • Service and result oriented
  • 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)
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