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- Tasks: Manage OMEGA's E-Commerce customer experience and CRM strategies.
- Company: Join OMEGA, a prestigious brand known for innovation and excellence in watchmaking.
- Benefits: Gain valuable experience in luxury retail with potential career growth.
- Why this job: Be part of a legendary brand and enhance customer loyalty through innovative strategies.
- Qualifications: Experience in customer care or retail sales, preferably in luxury.
- Other info: Dynamic work environment with opportunities to learn from industry leaders.
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. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.
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) in London 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) in London
✨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 the interview by knowing your stuff! Research OMEGA’s latest products, campaigns, and values. This will help you tailor your answers and show that you’re genuinely interested in being part of their team.
✨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) in London
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’re not just looking for any job, but that you genuinely care about the OMEGA brand and what it represents.
Tailor Your Experience: Make sure to highlight your relevant experience in E-Commerce and CRM. We’re looking for someone who can manage customer relationships and enhance the online shopping experience, so be specific about how your past roles align with this!
Be Personable and Professional: In your written application, strike a balance between being professional and personable. We value strong communication skills, so show us your ability to connect with customers while maintaining a polished tone.
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 keen on joining 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 E-Commerce and CRM. This knowledge will help you connect your experience with their brand ethos.
✨Showcase Your Customer Care Skills
Prepare examples from your past roles where you've excelled in customer service, particularly in a luxury setting. Highlight how you resolved issues and built relationships, as this is crucial for managing OMEGA's VIP clients.
✨Familiarise Yourself with Tools
Brush up on your knowledge of Magento, SAP, and Google Analytics. Be ready to discuss how you've used these tools in previous roles to enhance customer experiences or drive sales, as they are key to the E-Commerce and CRM functions.
✨Data-Driven Insights
Since reporting on CRM KPIs is part of the role, come prepared with insights from your previous experiences. Think about how you've used data to inform decisions and improve customer satisfaction, and be ready to share specific examples.
