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Operational CRM, CRC & e-commerce Project Manager

OFFICINE PANERAI, Branch of Richemont International SA
Date de publication


Apply now »Reference Code: 1542 Operational CRM, CRC & e-commerce Project Manager Genève, GE, CHFixed Term Panerai is a high-end status sports watch brand that operates in a niche segment, fully exploiting its values of belonging that allow Panerai owners to feel part of an exclusive club. The fundamental values of Panerai are based on history and the sea world, authenticity, exclusivity and rarity, product identity, Italian design and Swiss technology. WE RECRUIT Reporting to the International Retail Director, Operational CRM, CRC & e-commerce Project Manager is responsible for the management of E-Commerce and Client Relation Center platforms in order to maximize online sales and enhance off and on-line customer experience.He/she also supports the implementation of Marketing activities from an operational standpoint in all Internal Boutiques. He/she works closely with local peers as well as Central Marketing/Digital and Richemont teams to ensure the proper implementation of global strategy developed at HQ level. KEY RESPONSIBILITIES KEY RESPONSIBILITY 1: CRC (Call Center) Manage clients’ requests to ensure a seamless client experience. - Coordination of Richemont Client Relation Centers (Call Center) worldwide: - Development of related contact guidelines - Coordination of all new related projects in collaboration with CRC and internal stakeholders (e.g. live chat project…) - Ad-hoc CRM training to local ambassadors - Daily support on customers’ requests - Performance monitoring - Management of boutique clients requests: - Support boutiques in their clients’ interactions: development and implementation of “Etiquette book” for boutique communications (spoken/email/written) - Direct Management of client complaints escalated to the CEO/International Sales Director - Management of clients requests on Social Media platforms with the support of CRC - Coordinate SAV requests with CS team when needed KEY RESPONSIBILITY 2: E-Commerce Manage and coordinate Retail and Wholesale E-Commerce platforms and products offer in close collaboration with Digital Team in Milan who is in charge of E-com website & functionalities development. - Execution of monthly E-commerce sales reporting - Internal Retail E-commerce platform : - Definition of product offer in collaboration with Product Department and under the supervision of International Sales Director - Develop and coordinate products launches action plan together with Marketing department (newsletter etc), HQ Retail team and local subsidiaries to enhance brand’s awareness and foster clients’ recruitment - Assist CRM team in Milan in the definition and creation of client online journey and all related tools (emails, scripts, legal documents…) - Manage all E-commerce related procedures in collaboration with internal teams from logistic to after sales service: - E-Com stock with the support of Retail Sales Coordinator - After sales service - Invoicing… - Coordination of E-commerce platform and interaction with key stakeholders (Digital Team, Richemont…) - External E-commerce platforms : - Support local platforms in the definition of products offer, in collaboration with Product Department and under the supervision of International Sales Director - Coordinate launch action plans with external partners and local subsidiaries to enhance brand’s awareness and foster clients’ recruitment - Be brand’s contact for all legal requests - Develop a competitive intelligence on E-Commerce: keep on top of industry trends and best practices and suggest areas of improvement KEY RESPONSIBILITY 3: CRM Support the implementation of CRM strategy locally. - Act as a go to person for boutiques team interacting with them for follow-up on : - Implementation of CRM strategy defined by Marketing - Ensure the use of CRM tools defined by central function in the Retail network YOUR PROFILE - Master’s or Bachelor’s degree, minimum of 5 years of relevant experience in retail luxury industry, ideally in a Headquarters role - Strong client-focused attitude - Strong analytical skills and results driven - Good technical understanding and knowledge of CRM systems and E-Commerce platforms (first experience with SAP a plus) - Strong focus on execution and rigorous implementation - Independent, structured and proactive - Effective team player and ability to work with different business disciplines - Fluent French and English a must, Italian is a plus - Position will require travels to local subsidiaries / POS Apply now »