Digital and eCommerce Manager

Role Summary

Responsible for successfully running all aspects of the business including building sales, identifying opportunities, client development and service, coaching and counseling of staff, operational controls, etc.

Acts as the primary driver in coordinating emerchandising, marketing, operations and customer service of the online store.

Oversee and leads the Client Contact team to achieve e-commerce sales target and the highest level of Client experience via the Client Contact Centre.

Responsible for activities that have a direct impact on client satisfaction, revenue and productivity, and closely works with other business functions.

Oversees the operational function of inventory and order fulfillment through 3PL for online orders.

The successful candidate will be a proven manager with excellent customer service skills, systematic by nature, self-motivated, and will posses' confidence and insight through their strong industry experience in retail.
Primary Responsibilities:

Ecommerce Functions:


* Lead the team with action plans to ensure that the Client Contact team achieve their KPIs (related to E-commerce business and Customer Service quality)


* Manage all ecommerce transactions and phone transactions by the Client contact team to meet sales KPIs.


* Responsible for achieving the hermes.com budget


* Ensure the store is profitable and has an accurate inventory that falls within the Group parameters.


* Selection and ordering of products at Podium, according to budget and OTB parameters.


* Inventory management via 3PL and ordering of non-Podium products (fragrance, watches, La Table)


* Translation and validation of product catalogues in English, including tax codes, pricing, locations and units in stock.


* Oversees the eMerchandising of website including publishing new products and updating windows.


* Lead and ensure timely execution of site updates; new product adds, content updates, site enhancements.


* Identification and recommendation of new website enhancements to improve conversion rate, sales and customer service.


* Maximize customer site behaviour using web analytics, metrics and selling performance.


* Discover, advocate and inform on best practices, new industry trends and opportunities for increased web sales and online branding.


* Manage and support hermes.com consultants in daily customer service tasks, including customer service, training and testing product knowledge, reviewing policies and procedures, answering phone and email inquiries and placing orders.


* Follow-up and resolve customer issues.

Follow-up on pending orders.

Manage client mailings.

Demonstrate and implement product knowledge, policies and procedures.

Resolve back orders, approve and coordinate store transfers.


* Manage daily operational procedures with 3PL including, but not limited to: review and validation of orders, returns and exchanges, tracking and reporting daily sales, app...