Assistant Ecommerce & CRM Manager

Christian Bassett is recruiting an Assistant Ecommerce & CRM Manager, Korea for a European luxury watch & jewellery company.

 

Position overview

• Develop & implement Ecom growth initiatives to drive online sales and client experience 

• Analyze and transform client data into actionable insights, aiming to acquire, retain, upgrade, drive long-term loyalty and maximize customer lifetime value

 

Role & Responsibility

 

Ecom (Key Focus: CS & Operation, Ecom performance analysis)

• Manage the daily operation and other Ecom platforms (Kakao, Hyundai.com), such as product launches, campaign deliverables, VM & inventory, order fulfilment (pick & pack, dispatch, return & quality check).

• Plan and execute content in collaboration with Communication including product launch, campaigns, animations, etc.

• Monitor Ecom sales & KPIs including daily, weekly and monthly analysis and reporting.

• Analyze lower-funnel digital media performance & traffic and website use behavior in order to identify opportunities and provide actionable insights to Communication team / Media Agency.

• Oversee daily operation of CS team in all contact channels, including chat, calls, emails, etc.

• Responsible for providing best-in-class communication consistently to our clients in order to ensure client satisfaction and brand desirability.

• Stay up-to-date on competitive landscape and market trends in digital & omni.

 

CRM (Key Focus: client data & insights, CRM in-store tool)

• Extract, analyse and visualize client insights and identify business opportunities in CRM activities.

• Define the objectives for each client segment and create customized communication, journeys, experience, gifting & treatment action plan for each segment.

• Partner with Regional CRM team & Local Retail team on client experience plans to drive successful implementation of client engagement actions and animations.

• Monitor and support stores to drive CRM KPIs in line with brand objectives (prospect capture & conversion, appointments, outreaches, etc).

• Partner with Local Retail & Training team to ensure proper client data collection via CRM tool usage in stores.

• Monitor CRM KPIs including monthly analysis and reporting.

 

Qualifications / Education Requirements

• Language: native in Korean, fluent in English (mandatory).

• At least 5 years of relevant experience in Ecom/CRM in luxury sector.

• Bachelor degree in Business Administration, Marketing, Ecom or a related discipline.

• Good command in Google Analytics 4 and other marketing analytics tool.

• Salesforce Commerce Cloud & Service Cloud is a plus.

• Good command of Microsoft Office (Excel, PowerPoint).

 

Only shortlisted candidates will be notified.