E-commerce Lead

Job description

At Richemont Americas, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

 

E-commerce Lead

Montblanc | Remote

 

Role Overview

Our mission at Montblanc is to deliver an exceptional experience for all clients. Under the leadership of the Senior Client Relations Manager and Assistant Client Relations Manager, The Montblanc E-Commerce Lead will oversee a E-commerce Ambassador and be responsible for assisting the team in the day-to-day operations as detailed below. The focus will be executing an enhanced client experience and delivering operational excellence through client satisfaction within e-commerce policy and procedures, and our after sales process which includes shipping and returns. This candidate should be obsessed with improving the current processes while identifying innovative methods to enhance the operational flow and technical touchpoints within our team. This role will also serve as a representative of the Maison by promoting the values of Montblanc, while also becoming knowledgeable of the Maison’s history, business, products, and care guidelines.

 

Responsibilities

 

Key responsibility 1: Process and Business Standards

·  Partner closely with the Management team to implement new processes, tools, and new systems for e-commerce while ensuring a smooth collaboration between the e-commerce ambassadors and the brand ambassadors.
·  Support daily operations including order processing, coordination of chargebacks/refund escalations, and order return & exchange processing of shipping claims.
·  Review daily management of web, email, chat and phone cases of e-commerce ambassadors to insure efficient and attainment of service levels are consistent.
·  Support Client Relations Assistant Manager in guiding e-commerce ambassadors to achieve performance targets by providing data as it relates to the established KPIs
·  Ensure clear processes are established, systems and tools are operating efficiently, and new enhancements are identified with possibilities to automate elements to enhance our client experience
·  Responsible for achieving or exceeding monthly efficiency targets of e-commerce ambassadors including relevant performance indicators and service level agreements.
·  Deliver a yearly operational plan focused on new initiatives based on current performance of e-commerce as it relates to client contact center objectives.
·  Collaborate and identify opportunities utilizing data driven insights in reports with the Operations Coordinator to advance our business process.
·   Lead weekly/monthly touch base call with e-commerce and e-boutique Teams.
·  Establish best practices within Salesforce operation, including the generation of training materials and quality assessment touchpoints.
·  Manage, recruit and develop directly reporting team of ambassadors with skills that align to KPI’s and business objectives.
·  Identify, report and analyze fraud trends in partnership with relevant teams to support business and compliance objectives.

 

Key responsibility 2: Sales and Order Management

·  Work with the Client Relations management team to become an expert in order processing  tools to properly track client orders and capture customer data (CRM) with the objective of building an up-to-date client contact database.
·  Achieve operational excellence by handling inbound calls, emails and chat escalations promptly.
·  Review all merchandise returns in process including refusals and shipping claims initiated by phone and/or website for accuracy, completion and client follow-up
·  Ensuring e-commerce ambassadors have appropriate coverage in all channels (Phone, Email and Live Chat)
·  Work closely with other internal departments to ensure issues affecting client orders or returns are resolved and enable a seamless shopping experience.
·  Liaison for shipping holds including but not limited to fraud, lithium battery, fragrances, holiday cutoffs, back orders, out of stock, shipping compliance holds and any other shipping related anomalies that may arise.
·  Monitoring of all daily tracking tools and dashboards.
·  Increase client data capture related to e-commerce ambassador team with compliance.

 

Key responsibility 3: NPS (Client satisfaction and experience)

·  Contact point and partner for  Medallia Surveys. Including close the loop outreach for low NPS scores
·  Monitor and report back on NPS performance by ambassador and team including coaching participation.
·  Develop clear insights and solutions to address NPS  detractors  while analysing trends.
·  Train team to develop ways to enhance client experience by assessing qualitative feedback

 

Key responsibility 4: After Sales Service

·  Collaborate with aftersales service supervisor and contractor to quickly and accurately address escalations/ inefficiencies.
·  Effectively manage team in resolving client requests regarding after sales service needs/process inquiries.
·  Develop team of experts regarding care advice, providing feedback to Sr. leadership on improvements.

 

Qualifications

·  Experience in eCommerce, especially in the luxury retail sector preferred.
·  Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook.)
·  Proficiency related to a call center environment with understanding of SAP.
·  Experience with Salesforce and/or other similar client services and CRM tools.
·  Excellent verbal and written communication skills.
·  Agile learner who can absorb extensive information on our maison’s history, product offerings and communications/advertising program.
·  Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
·  3+ contact center/customer service environment years of experience.
·  College or Technical Degree Preferred but not required.
·  Knowledge and enthusiasm for luxury brand market segment (fashion, jewelry, etc.)
·  Travel requirements 10%

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer – United States

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

 

At Richemont, We Craft the Future!

 

Salary will be negotiated based on relevant skills and experience.

 

Salary range: $32 - $32 hourly