Digital and eCommerce Manager

Overview

Join to apply for the Digital and eCommerce Manager role at Hermès. Responsible for successfully running all aspects of the business including building sales, identifying opportunities, client development and service, coaching and counseling of staff, operational controls, etc. Acts as the primary driver in coordinating emerchandising, marketing, operations and customer service of the online store. Oversee and lead the Client Contact team to achieve e-commerce sales targets and the highest level of client experience via the Client Contact Centre. Responsible for activities that have a direct impact on client satisfaction, revenue and productivity, and closely works with other business functions. Oversees the operational function of inventory and order fulfillment through 3PL for online orders.

Company description: Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable. L'entreprise perpétue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d'exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.

Key Responsibilities

• Lead the team with action plans to ensure that the Client Contact team achieves KPIs related to E-commerce business and Customer Service quality.
• Manage all ecommerce transactions and phone transactions by the Client Contact team to meet sales KPIs.
• Responsible for achieving the hermes.com budget.
• Ensure the store is profitable and has accurate inventory within Group parameters.
• Selection and ordering of products at Podium, according to budget and OTB parameters.
• Inventory management via 3PL and ordering of non-Podium products (fragrance, watches, La Table).
• Translation and validation of product catalogues in English, including tax codes, pricing, locations and units in stock.
• Oversee the eMerchandising of website including publishing new products and updating windows.
• Lead and ensure timely execution of site updates; new product adds, content updates, site enhancements.
• Identify and recommend new website enhancements to improve conversion rate, sales and customer service.
• Maximize customer site behaviour using web analytics, metrics and selling performance.
• Develop best practices and inform on industry trends and opportunities for increased web sales and online branding.
• Manage and support hermes.com consultants in daily customer service tasks, including training and testing product knowledge, reviewing policies and procedures, answering inquiries and placing orders.
• Resolve customer issues, manage orders, client mailings, and coordinate store transfers.
• Manage daily operational procedures with 3PL including orders, returns and exchanges, stock analysis and reorders, and page updates.
• Manage reporting and reconciliation tasks between systems to ensure accurate capture of sales and stock movements.
• Oversee and manage all client communication channels including calls, emails and Eptica tool.
• Ensure compliance with online commercial policy and smooth delivery and returns.
• Provide reports on Customer Service activities and share feedback with E-merchandiser and Merchandise Team to improve the customer journey.
• Support the retail network with value-added services and drive-to-store.
• Develop and update Client service rules and guidelines; deploy new tools and omnichannel services; run benchmarks to identify best practices.
• Develop Corporate Sales online business and communications plan for hermes.com.
• Develop a strategic merchandising plan and oversight of inventory control, scheduling, expenses, sales reporting and sale preparations.
• Responsible for total store P&L for e-Commerce and Corporate Gifts; reconcile sales with banking and prepare monthly status reports.
• Lead and manage cross-functional teams including Operations Executive and emerchandiser; supervise Client Services Manager and a team of Client Contact Consultants.
• Ensure processes comply with legal and internal group procedures; conduct regular performance reviews and identify training needs.
• Develop relationships with Paris After Sales team and maintain regular dialogue with key stakeholders.

Client Contact Centre Management

• Oversee and manage all client communication channels including calls, emails and Eptica tool.
• Ensure online policy adherence, delivery lead-time and returns processing.
• Provide quantitative and qualitative reporting on Customer Service activities; share feedback for improvements.
• Support retail network with value added services and drive-to-store initiatives.
• Build and update client service rules and guidelines; deploy new tools and omnichannel services.

Hermes.com Strategic Actions

• Develop Corporate Sales online business.
• Develop Communications action plan for hermes.com.
• Strategic merchandising plan to exploit new avenues of growth.

Financial and Reporting

• Operational management of inventory control, scheduling, expenses, sales reporting, and sale preparations.
• Responsible for total store P&L for e-Commerce and Corporate Gifts.
• Reconciliation of sales with banking; daily and weekly reporting; monthly status report.
• System bug/testing coordination with Paris; business planning and corporate gifts.

People Management

• Manage operations executives and emercandishers; oversee Client Services Manager and team of Client Contact Consultants.
• Ensure compliance with legal and internal procedures; drive improvement through mystery shopping results and training.
• Recruit and integrate new Client Contact Consultants; manage end-of-year performance reviews.

Online Systems Optimisation

• Manage and coordinate all retail systems used in relation to Hermes.com and the ASS process.
• Provide training and updates to the team for systems.

Special Projects

• As directed by Retail Director and Managing Director.

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