At Panerai Americas, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
E-Commerce Manager, Panerai, New York
Role Overview
The E-commerce Manager oversees Panerai’s ecommerce growth and performance. This role reports to the AVP Retail & Ecommerce and is responsible for building and implementing the ecommerce roadmap in collaboration with marketing and the Maison’s central digital teams. It also requires partnership with the CRC team based in Dallas under a strategic point of view. The job requires to work across departments to have a 360-degree approach to the ecommerce development and to collaborates with key business partners to develop the digital business strategy for the region.
Responsibilities
In collaboration with the AVP of Retail and E-Commerce, you will:
- Ecommerce Business Development
- Oversee ecommerce growth and performance guarantying to reach the monthly sales goals
- Build and execute the ecommerce roadmap in collaboration with marketing, retail, ops and the digital team at HQ level
- Contributes to the 12 months & 3 years strategic business plans for the market with regular updates, to grow client base and sales opportunities via web, client relations center, new digital channels and omnichannel optimizations
- Optimizes ecommerce performance & operations
- Manages the integration of all aspects of local e-commerce tasks, including logistics, customer service, stock and supply chain, IT, and local outsourced partners
- Reviews and monitors status of all orders and processing in CCFE/Extend and SAP/SalesForce, review as need for fraud approvals, manage pre-orders pipeline.
- Collaborate with the Maison’s central digital team to optimize merchandising online
- Assure that the channel has the right model stock set up and sufficient allocation, controlling daily the actual stock and partner with Operation manager to ensure timely replenishment
- Ensure that every product request from the CRC team is properly evaluated
- Partners with Logistics/Supply Chain management to manage stock situation and ensure replenishment rhythms and orders shipments
- Ensures proper inventory levels are forecasted, replenished, maintained and available for basic saleable business and promotional needs, including packaging, gift wrap, stationary, catalogues, brochures, etc
- Web User Experience Optimization
- Track and organize reporting metrics for site, sales analysis, website traffic, conversion, basket size, promotional activity ROI, campaign analysis and customer data
- Controls and ensures a strong and permanent site stability: troubleshooting and resolution on critical issues and their correction, setting-up tools & processes for quality and performance
- Monitor closely website KPIs and create dashboards to monitor online performance
- Recommends and implement optimizations to improve website navigation, maximize conversion rate and guide client experience (product selection, ranking, website search results, personalization…)
- Ensure ROI of all e-Merchandising and on-sites digital actions to achieve sales targets
- Work with HQ in coordinates website content calendar, defining our Home Page plan/sliders and recommending content updates to support our commercial goals & product launches
- Pilot and test enhancement projects/release for the market, AB testing and bug tracking
- Client Relations Center Coordination
- Support the CRC team to achieve sales targets, team’s KPI, and build long term client relationships
- Daily calls to monitor and communicate with the full team to ensure performance and to give them actual action plan and strategies for ongoing brand projects
- Manages, implements, and monitors all Ambassadors KPIS, guidelines and procedures (barometer, training, clienteling and incentive)
- Manage escalated issues and ensure highest level of customer service
- Collaborates with Richemont Call Center management to enlist RNA support of Panerai team, services, and initiatives
- New Retail Opportunity finding & implementation
- Always look to find avant-garde solutions and new innovative features for the channel, in order to get a better UX and increase conversions
- Be the first brand within SWM to take advance of new potential profitable tools/suppliers
- Push HQ and requests better resolutions on website or digital client journey
- Observe and analyze market and consumer trends and continuously have a curious and creative mind to grow the channel
- Digital Marketing
- Ensure that Ecommerce needs are met and supported by the Marketing Team
- Partner and lead Paid Social, Paid Search, Google Shopping initiatives as they relate to conversion campaigns
- Establish an activation calendar for ecommerce
- Track Search performance and Google Analytics
- Track web & phone KPI: conversion, client journey, cart, Opt in, Bounce rate, Traffic.
- Observe and analyze market and consumer trends
- E-CRM
- Work closely with the CRM Assistant Manager to build clienteling programs and activities to increase conversion and retention for phone clients
- Optimizes data capture opportunities
- Expand and strengthen the ecommerce clients base to be in line with retail clientele
Qualifications
- Bachelor’s degree required in business related field
- 6+ years in an E-Commerce and digital specific role (preference to experience working with European based companies) and with 1-2 years in retail, customer service, or call center environment
- Experienced creating and driving sales strategies with an e-boutique and client service team
- Strong understanding of Retail Sales / Digital / Marketing / CRM
- Project management experience
- Strong communication skills – communicate with Milan/Geneva HQ + internal departments
- Computer literate, versed in Google Analytics, Google AdWords, BI
- SAP, Salesforce, Google Analytics, Jira, Confluence knowledge
- Expert Excel skills with advanced formulas
- Strong understanding of the web KPI, analytics and the ecommerce landscape
- Strong understanding of digital and social media
Personal Skills:
- Entrepreneurial spirit
- Able to meet tight deadlines
- Structured mind – strong analytical skills / ability to synthesize and plan strategically – strategic thinker
- Solution driven, able to think outside the box
- Strong team player. Capacity to collaborate with various departments
- Highly organized
- Able to work on multiple projects at one time
Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.
Expected Salary Range: $99,800/annually
Salary will be negotiated based on relevant skills and experience.
WE OFFER
We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.
At Richemont, We Craft the Future!
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