Ecommerce CRM Executive

2 weeks ago


London, UK, United Kingdom Tate Recruitment Full time

My client a luxury watch brand have an exciting opportunity for an experienced Ecommerce CRM Executive to join their team, you must have luxury experience.

£40,000

Monday to Friday in the office – no hybrid working

Based in Docklands

• Manage brands UK E-Commerce customer services and CRM

• Day-to-day support of the E-Commerce website

• Regular reporting on KPIs, forecasting and goal setting


Key Tasks

• Oversee and develop the E-Commerce customer experience

• Manage and resolve day-to-day customer queries via email, telephone, website enquiries and

live chat offering prompt and exceptional customer service

• Lead on customer database management, retention and VIP program strategies for the UK ECommerce business and assist with the CRM within the Boutiques

• Build meaningful relationships with VIP customers; monitor their behaviour and implement

strategy to encourage long-lasting loyalty and repeat purchase via customer relationship

management, segmentation and proactive reach-out

• Troubleshoot customer issues, spot opportunities and propose recommendations to optimise

customer satisfaction

• Act as a Brand Ambassador and Brand expert internally and externally

• Maintain the Brand’s reputation for excellent customer service

• Day-to-day support of the E-Commerce website

• Manage online product waiting lists, ensuring stock notifications are sent in a timely manner

once stock becomes available

• Support E-Commerce Manager to test new website features and functionality, as required

• Assist E-Commerce Manager with weekly newsletter briefs, on a quarterly basis

• Reporting on key KPIs and setting meaningful targets and goals in line with overall E-Commerce targets

• Daily, weekly and monthly reporting on customer service activity in line with formats followed by global markets

• Regular competitor analysis

• Ad hoc assistance with brand administration



Key skills - Essential

• Experience working in a Customer Care or Retail sales role for a luxury company

• Background in E-Commerce and knowledge of front and back-end operations

• Experience in building strong, commercial relationships through a professional but personable approach

• Experience with SAP, Magento, Microsoft Dynamics(desirable)

• Articulate and eloquent with excellent communication skills, fluency in English, both verbal and written, required

• Strong IT and analytical skills and proficiency in Microsoft Office suite, especially Excel as well as Google Analytics; ability to dive in to analyse and segment large data sets

• Passion for luxury, ideally luxury watches

• Multi-tasker and ability to prioritise workload while working efficiently

• Ability to keep calm and positive in stressful and busy periods

• Reliable, enthusiastic with a positive, proactive and solution-focused attitude

• Ability to deal with difficult customers or situations


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