My client a luxury watch brand have an exciting opportunity for an experienced Ecommerce CRM Executive to join their team, you must have luxury experience. £40,000 Monday to Friday in the office – no hybrid working Based in Docklands • Manage brands UK E-Commerce customer services and CRM • Day-to-day support of the E-Commerce website • Regular reporting on KPIs, forecasting and goal setting Key Tasks • Oversee and develop the E-Commerce customer experience • Manage and resolve day-to-day customer queries via email, telephone, website enquiries and live chat offering prompt and exceptional customer service • Lead on customer database management, retention and VIP program strategies for the UK ECommerce business and assist with the CRM within the Boutiques • Build meaningful relationships with VIP customers; monitor their behaviour and implement strategy to encourage long-lasting loyalty and repeat purchase via customer relationship management, segmentation and proactive reach-out • Troubleshoot customer issues, spot opportunities and propose recommendations to optimise customer satisfaction • Act as a Brand Ambassador and Brand expert internally and externally • Maintain the Brand’s reputation for excellent customer service • Day-to-day support of the E-Commerce website • Manage online product waiting lists, ensuring stock notifications are sent in a timely manner once stock becomes available • Support E-Commerce Manager to test new website features and functionality, as required • Assist E-Commerce Manager with weekly newsletter briefs, on a quarterly basis • Reporting on key KPIs and setting meaningful targets and goals in line with overall E-Commerce targets • Daily, weekly and monthly reporting on customer service activity in line with formats followed by global markets • Regular competitor analysis • Ad hoc assistance with brand administration Key skills - Essential • Experience working in a Customer Care or Retail sales role for a luxury company • Background in E-Commerce and knowledge of front and back-end operations • Experience in building strong, commercial relationships through a professional but personable approach • Experience with SAP, Magento, Microsoft Dynamics(desirable) • Articulate and eloquent with excellent communication skills, fluency in English, both verbal and written, required • Strong IT and analytical skills and proficiency in Microsoft Office suite, especially Excel as well as Google Analytics; ability to dive in to analyse and segment large data sets • Passion for luxury, ideally luxury watches • Multi-tasker and ability to prioritise workload while working efficiently • Ability to keep calm and positive in stressful and busy periods • Reliable, enthusiastic with a positive, proactive and solution-focused attitude • Ability to deal with difficult customers or situations