Ebusiness Manager, Sea

Reference Code: 89833**eBusiness Manager, SEA**:

- Singapore, 01, SG- Permanent**WHO ARE WE?**

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment
Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.
At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

Based on a thorough knowledge of the Market and her / his expertise in online retail, the e-business Manager understands & adapts the Maison Online Retail strategy within the markets on all relevant channels (Web, CRC, ). They are responsible for the e-business development and manages the execution of the Online Retail strategy locally to guarantee the level of excellence for our clients across the value chain in coordination with all stakeholders.

Missions

**Implement & execute the Online Retail strategy locally**
- Support Inter vision whilst raising local specifics & escalate local needs to Region
- Monitor industry trends and competitor activities, provide insights & recommend actions to Region and HQ
- Animate the Online Retail community and vision in the Market and promote omnichannel understanding and culture

**Define & implement the web strategy in the Market in line with HQ guidelines**
- Build a detailed understanding of the web business locally - analyze, understand and challenge performances and key KPIs
- Propose relevant action plans to develop the web business locally focusing on every actionable levers in line with Maison Online Retail strategy - inc. traffic sources, conversion rate, average basket, return rate, acquisition,
- Align with Region on action plans & sales objectives for the web
- Guarantee the coordination with Local Digital Identity on website content & SEO vs e-business strategy
- Collaborate with Marketing to adapt global web product assortment planning & eMerchandising,,
- Ensure team work with Media to define local media plans to drive awareness & traffic to the website

**Define & implement the CRC strategy in the Market in line with HQ guidelines**
- Responsible for CRC sales, service and quality KPIs targets locally
- Build a strong understanding / knowledge of the local CRC performance & implement relevant action plans
- Coordinate closely with Region on action plans & align on sales objectives for the CRC
- Make sure the management of day-to-day technical & business needs is consistent with Maison strategy & escalate necessary evolutions to Region
- Monitor the deployment of new CRC projects locally
- Oversee the management and training of VCA dedicated Team Leaders and Ambassadors by her / his team

**Ensure the excellence of the Maison image in the Market for Online Retail by delivering the best client experience from payment to delivery/fulfillment**
- Build & manage a teams of expert able to identify & solve frictions in the daily-used key systems (orders management) or escalate enhancements needs
- Monitor the implementation of business rules locally and guarantee they are in line with Inter guidelines
- Oversee the implementation of new processes / systems
- Ensure the setup & availability of components needed to fulfill the orders (stock, consumables, services..)
- Based on strong relationships with relevant stakeholders, supervise arbitration for online order stock requests to guarantee correct order fulfilment
- Collaborate with Retail to ensure a ‘world-class omni-channel experience’, coordinate CRM actions and involve boutique teams in this business tranformation

**Define, implement & execute the Maison Online Retail strategy on local social platforms**
- Build a solid understanding of local social platforms specifics & performances (KPIs and web metrics)
- Design & implement relevant action plans in coordination with HQ & Region, including Media plan in coordination with local Media teams
- Align with HQ & Region on sales objectives for the social platforms
- In coordination with all relevant local & Inter teams, oversee the management of the roadmap based on rigorous and insightful analysis & prioritize all ongoing & new specifications to be delivered

Competencies
- Fluency in English, Mandarin and/or French is a plus
- Ability to work in a complex and multicultural environment.
- Problem-solver, service and result oriented
- Constant “can-do” attitude.
- Previous experiences in omnichannel strategy, e-commerce implementation or management and / or Client Relationship management
- Previous experience in luxury or premium goods and services