Key responsibility 1
REMOVE FRICTION POINTS IN THE CLIENT JOURNEY
Ensure the smooth daily e-commerce activities from order placement to shipment to clients.
Understand the end-to-end fulfilment and delivery flows of the Maison
Understand the clients' behaviors and delighters as well as the performance of our online retail boutiques
Monitor and manage all web and phone orders with an anticipative mindset, including sales and shipment, returns & exchanges, delivery issues, transfer requests, on-sale and after-sales service, special client requests & complaints through contact with key E-com stakeholders.
Make the link between ambassadors and related teams (Van Cleef & Arpels E-commmerce team, Richemeont Logistics team etc) to ensure smoothness in the transactional stage (1.
Purchase, 2. Payment, 3. Fulfillment)
Manage fraud risk
Manage escalated issues and monitor undelivered / delayed orders
Key responsibility 2
HANDLE TRNSVERSAL MISSIONS FOR CRC TEAM
Work closely with Team Leaders and eBusiness Managers to ensure new office processes are documented and updated when necessary
Monitor and manage Ambassadors client telling material, catalogues / portfolios and client gifts.
Provide support for client telling campaign organization
Act as SAP key user : reporting issues and perform testing for releases.
Be first contact for CRC escalations (phone routing issues etc.).
Key responsibility 3
ACCOMPANY NEW OPERATIONAL PROJECTS IMPLEMENTATION AND ROLL OUT TO SERVE THE CLIENTS
Works along with CRC Team Manager and eBusiness Project Manager for project implementation (Eg : Salesforce for CRC)
Once launched, be the key contact for the CRC team for all the IT requests related to the launched tools
Ensure onboarding and offboarding process on IT tools highlighting Van Cleef & Arpels specificities
PROFILES : Requirements :
Behavioral competency :
If you feel passionate about this role, please submit your CV from the "Apply Now" button below.
We look forward to hearing from you.