Job Description
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