Digital & E-Commerce Manager

Overall Mission

The Digital & E-commerce Manager will drive commercial growth of the e-commerce business by defining sales strategies, optimizing product mix, and leveraging data insights to maximize revenue and profitability.

He/she will drive online sales, compare to the target and propose corrective actions when necessary.

Leading locally the Group omni-channel strategy, the Digital Manager will coordinate with our physical stores to make sure the service provided to our customers is always qualitative and consistent.

In addition to e-commerce responsibilities, this role will also oversee the Customer Relation Center, ensuring that customer interactions are handled efficiently and professionally.

The Digital & E-commerce Manager will be responsible for elevating the customer experience across digital and voice channels, implementing service standards, and collaborating with cross-functional teams to resolve issues promptly and effectively.

Promote and operate the E-commerce business


* Drive commercial growth of the e-commerce business by defining and executing strategies to maximize sales, profitability, and customer engagement,


* Manage all operations related to the e-commerce site: means of payment, fraud, customer orders validation, preparation and delivery flows,


* Optimize the inventory in coordination with the regional and local Retail Merchandising teams.


* Supervise the website e-merchandising: product offer, cross-selling, internal search process,


* Ensure an exceptional customer experience throughout the process, from order management to handling inquiries promptly and professionally ,


* Manage the agency in charge of SEA,


* Coordinate with local communication teams for a digital media plan,


* Develop and update our e-commerce customer database,


* Lead and manage e-commerce projects and initiatives, ensuring timely delivery and alignment with business objectives.

Measure the website activity


* Analyze the e-commerce sales (best-sellers, slow-movers, analysis by department, colors, price ranges, etc...)


* Follow the main website KPIs such as traffic, conversion rate, average basket,


* Measure the site performances and the customer online behavior: navigation, pages, reactivity


* Reports business information and propose any relevant improvements.

Promote omni-channel services and digital culture


* Coordinate the web-to-shop / shop-to-web activities,


* Propose stock transfers when necessary,


* Coordinate communications and animations action plans with the subsidiaries,


* Study competitors sites, new industry trends, and inform on best practices.

Customer Relationship Center (CRC)


* Oversee Day-to-Day Operations: Ensure the CRC operates smoothly, with efficient handling of all inbound and outbound customer interactions across phone, email, chat, and other support channels.


* Deliver Exceptional Customer Experience: Maintain high servi...