E-Commerce Manager

1 month ago

Singapore RIMOWA SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

YOUR RESPONSIBILTIES:


  • Own RIMOWA’s e-retail vision and performance in APAC by taking ownership of our e-commerce vision, strategy and omnichannel rollout plan to maximize sales, optimize user experience.
  • Implement and scale e-retail engagement strategies, to leverage meaningfully customer’s journey, and drive significant growth on digital channels. Identify key business opportunities to grow business and drive consumer engagement.
  • Strongly focus on e-commerce performance, while improving UX at any step of the funnel, managing commercial and go-to-market plans from new products partnering with multiple teams (ecom, mktg, crm). Participate in the briefing for upcoming campaigns, putting collections, products, and promotional operations in the spotlight.
  • Reporting and P&L responsibility: oversee the financial planning and budgeting phase. Provide inputs and make adjustments to increase P&L targets. Manage weekly and monthly sales reporting – identify wins and opportunities to improve the plans.
  • Conduct ad hoc reporting on business, stock, and customer service metrics.
  • Leverage e-marketing performance across the digital value chain and jointly identify opportunities for further improvement focusing on lower funnel efforts and being ROI driven, to achieve conversion goals.
  • Develop and champion RIMOWA’s client needs throughout our Client Services center, e-Clienteling and Client Feedback management, to put our clients at the heart of our development strategy, leveraging satisfaction and loyalty. Spread client’s feedback insights and KPI’s among the teams and contribute to develop a customer centric mindset within the company.
  • Supervise e-retail operations (order management, fraud, customer services activities…), monitoring and leveraging continuously e-retail customer experience. Test new functionalities, products launch to ensure seamless experience. Liaise with IT to ensure all process are properly running.
  • Master the front and back process customer flow and when necessary, support operations team on a case-by-case order management, fraud review or customer inquiries. Monitor best practices of e-commerce and omnichannel retail to suggest new features.

PROFILE:

  • 8/10+ years’ work experience,
  • Previous experience on Salesforce Suite would be a +
  • Broad APAC market knowledge
  • Prior experience in leveraging online customer journeys, while being business driven and R.O.I. oriented. In depth understanding of web analytics tools and UX minded
  • Have strong project management skills with the ability to connect with many different stakeholders both internally and externally.
  • Thinker with a proven ability to be hands-on and drive operational execution.
  • Enjoy working as a team-player, with a problem-solving mindset and keen on learning from others.
  • Coach, supervise & motivate the team by implementing a collaborative and results-driven environment with appropriate tools based on requirements and needs.

Tell employers what skills you have

Management Skills
Analytical Skills
Customer Experience
Financial Planning
Rollout
User Experience
Ad Hoc Reporting
Strategy
Project Management
Fraud
Communication Skills
Budgeting
Customer Service
UX
Customer Services
Web Analytics
Customer Journeys

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