E-COMMERCE & CRM Executive
The company
OMEGA is a company of the Swatch Group, the world’s leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women’s watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA’s reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry’s highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.
Job description
Main Function
• Manage OMEGA UK E-Commerce customer services and CRM
• Day-to-day support of the E-Commerce website
• Regular reporting on KPIs, forecasting and goal setting
Profile
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 E Commerce business and assist with the CRM within OMEGA 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 • Develop a road map to optimise the customer experience in support of and in line with the overall E-Commerce roadmap
• Act as an OMEGA 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
• Monitor the Magento platform daily to ensure online orders are dispatched from our warehouse and fulfilled in a timely manner, meeting delivery expectations and exceeding them where possible, flagging any delays with E-Commerce Manager
• Quality control check E-Commerce returns and process refunds in Magento, ensuring that refunds are handled promptly and processed within returns window and consistently optimising the order, shipping and returns process
• Monitor return reasons and report any product quality issues to the relevant teams
• 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
• Regularly performing site checks, supporting E-Commerce Manager to deliver on-site content plan and product updates in line with trading priorities
• 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
Professional requirements
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-focussed attitude
• Ability to deal with difficult customers or situations