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- Tasks: Manage E-Commerce customer experience and CRM for a luxury watch brand.
- Company: OMEGA, a prestigious name in watchmaking since 1848.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Join a legendary brand and enhance customer experiences in the luxury market.
- Qualifications: Experience in customer care or CRM, preferably in luxury retail.
- Other info: Be part of a team that values innovation and excellence.
The predicted salary is between 36000 - 60000 £ per year.
The company OMEGA is a company of the Swatch Group, the world's leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women's watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA's reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry's highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation.
Job Scope:
- Manage OMEGA UK E-Commerce customer experience and CRM
- Lead on E-Commerce VIP strategy and sales
- Day-to-day support of the E-Commerce channel
- Regular reporting on CRM KPIs for OMEGA Boutiques
Key Responsibilities:
- Oversee and develop the E-Commerce customer experience
- Manage and resolve day-to-day customer queries via email, phone and live chat offering prompt and exceptional customer service, maintaining the brand's reputation
- Troubleshoot customer issues, spot opportunities and propose recommendations to optimise customer satisfaction
- Lead on the Newsletters for the UK market, working closely with the E-Commerce Manager and team at our Swiss HQ to ensure relevant, engaging and commercial content
- Lead on customer database management, retention and VIP program strategies for the UK E-Commerce business and lead on the CRM within OMEGA Boutiques
- Build meaningful relationships with E-Commerce VIP clients; monitor their behaviour and implement strategy to encourage long-lasting loyalty and repeat purchase via customer relationship management, segmentation and proactive reach-out
- Monthly CRM KPI reporting for our OMEGA Boutique network, sharing data-led insights and best practice with our Retail Operations Manager
- Lead on the rollout of our new CRM tool in our UK OMEGA Boutiques, working closely with our Swiss HQ to train the Boutique Managers on the new tool ensuring best practice to meet KPI targets
- Monitor the E-Commerce platform daily to ensure online orders are dispatched from our warehouse and fulfilled in a timely manner, meeting delivery expectations and exceeding them where possible, flagging any delays with E-Commerce Manager
- Manage online product waiting lists, ensuring stock notifications are sent in a timely manner
- Quality control check E-Commerce returns and process refunds in Magento, ensuring that refunds are handled promptly and processed within returns window
- Monitor return reasons and report any product quality issues to the relevant teams
- Support E-Commerce Manager to test new website features and functionality, as required
- Assist E-Commerce Manager with maintaining relevant project trackers
- Regularly performing site checks, supporting E-Commerce Manager to deliver on-site content plan and product updates in line with trading priorities
- Regular competitor analysis and benchmarking
- Act as an OMEGA Brand Ambassador and Brand expert internally and externally
Professional requirements:
- Experience working in a Customer Care, CRM 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 Magento, SAP, Google Analytics, and 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 with the ability 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-focussed attitude
- Ability to deal with difficult customers or situations
E-Commerce & CRM Executive (Maternity Cover) employer: SWATCH GROUP
Contact Detail:
SWATCH GROUP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land E-Commerce & CRM Executive (Maternity Cover)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to OMEGA. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your passion for luxury watches! When you get the chance to speak with someone from OMEGA, let your enthusiasm shine through. Share what you love about their brand and how you can contribute to their legacy.
✨Tip Number 3
Prepare for interviews by researching OMEGA's latest projects and initiatives. Being knowledgeable about their recent achievements will impress them and show that you're genuinely interested in the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the OMEGA family.
We think you need these skills to ace E-Commerce & CRM Executive (Maternity Cover)
Some tips for your application 🫡
Show Your Passion for Luxury: When you're writing your application, let your love for luxury and watches shine through! We want to see that you understand the OMEGA brand and what makes it special. Share any personal experiences or connections you have with luxury products.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for this role. Highlight your experience in E-Commerce, CRM, and customer service, especially in a luxury context. We’re looking for specific examples that demonstrate your skills and achievements!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your qualifications and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join the OMEGA family!
How to prepare for a job interview at SWATCH GROUP
✨Know Your Brand
Before the interview, dive deep into OMEGA's history and values. Understand their commitment to excellence and innovation, especially in luxury watches. This knowledge will help you connect your experience with their brand ethos during the conversation.
✨Showcase Your CRM Skills
Be ready to discuss your experience with customer relationship management. Highlight specific examples where you've successfully managed customer queries or improved customer satisfaction. Mention any tools you've used, like Magento or SAP, to demonstrate your technical proficiency.
✨Prepare for Scenario Questions
Expect questions that assess how you handle challenging customer situations. Think of examples where you turned a negative experience into a positive one. This will show your problem-solving skills and ability to maintain a calm demeanour under pressure.
✨Engage with Data
Since the role involves reporting on CRM KPIs, be prepared to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've analysed customer behaviour and implemented strategies based on those insights to enhance customer loyalty.
