CDI - E-commerce Client Activation Specialist - H/F

T itle: E-commerce Client Activation Specialist H/F

Entity: Hermès Sellier, division Hermès Distribution Europe (e-commerce Europe)

Department: Clients & Services - Customer Experience

Date: asap

Status: cadre - CDI

Working hours: Monday to Friday, 5 days worked per week.

Availability required occasionally on Saturdays, Sundays and bank holidays.

Location: Paris (9th arrondissement)

Overall mission:

The European e-commerce entity is responsible for the online distribution of Hermès products in 17 European countries and currently consists of 110 people and is divided into five teams: Clients & Services, Finance and Projects, Merchandising & Data, Human Resources and Operations.

You will be part of the Clients & Services department which includes about 70 people.

Your role is to strengthen and extend our customer loyalty building an annual activation plan and animating it throughout the year.

The plan may include targeted client communications, bespoke attentions, bespoke experiences, animations and events.

You report to the Customer Experience Manager and work in close collaboration with our e-commerce Client Analyst, the CRC Managers, the Merchandising Managers, and the subsidiaries to guarantee an omnichannel approach.

Your position is based in Paris and implies a few trips to European animations and events.

On a day-to-day basis, what will your job look like?
Within Hermès.com Europe, your role is to define and animate the client activation plan throughout the year, in an omnichannel approach (website, customer service, emailing, etc.) and as such to develop our client's loyalty.

Client relations & activations:


* Develop a customer journey mapping and the key emotional stages of our e-commerce clients to improve overall customer engagement and conversion.


* Define client activation plan and ensure the successful implementation and execution.


* Collaborate closely with the Merchandising and CRC to identify local business needs (métiers and services) and support clienteling initiatives and actions for targeted clients/segments to foster engagement.


* Set up and successfully implement campaigns.

Make sure that clients are contacted meaningfully throughout all communication channels (phone, e-mail, messaging, post).


* Assist in implementing improvements to increase the opt-in score of our e-commerce customers (website, CRC, emailing campaigns etc.).


* Conduct periodic account reviews with the e-commerce client analyst to assess the engagement of the client relationship and plan future actions.


* Ensures the achievement of the KPIs defined together with the Customer Experience Manager (e.g.

customer lifetime value, customer satisfaction and feedback, activation rate).

Client communication & events:


* Definition of client communication guidelines throughout the digital customer journey (website, customer service, emailing, etc.).


* Guarantee a harmonised image throughout all touchpoint...