Ecommerce Executive

MAIN PURPOSE

The E-Commerce Executive assists in growing the e-commerce business by improving the customer experience, managing customer order fulfilment and maintaining the digital platform. The role contributes to the day-to-day operational management of the website, ensuring all e-commerce activities and supporting processes are followed and delivered appropriately according to the brand’s guidelines. A multidisciplinary role, the Ecommerce Executive also plays an important role in the continuous optimisation of the merchandising and customer journey. He/She will report directly to the E-Commerce Manager – UAE.

KEY RESPONSIBILITIES

Operations

• Understand the ecommerce operation flows and ensure all are executed seamlessly (Non-dedicated stock, Order on Behalf, boutique pick up, click and collect..) and ensure operational compliance with policies and procedures
• Ensure the day to day follow-up of all online orders from beginning to end and make sure all escalations from our customer service team are resolved in a timely manner
• Monitor site functionality to identify problematic experiences; continually seek to improve the online experience by implementing innovative solutions and capabilities, benchmarking with key competitors’ actions, industry trends and emerging customer and market needs
• Collaborate with Logistics, Retail & Customer Service teams to ensure smooth order delivery and address any delivery issues, delays and support needed

Merchandising

• Develop merchandising plans based on customer insights, brand strategy, e-commerce goals and initiatives to achieve substantial uplifts in revenue, site conversion and average order size
• Improve user experience, and enhance product discovery through sorting rules, search optimization and stock-availability monitoring
• Effectively manage the product life cycle, ensuring launch timelines are respected all throughout discontinuation
• Collaborate with local Marketing teams and HQ teams to ensure that Merchandising calendar and homepage refreshes are briefed and followed accordingly
• Ensure cross functional alignment & collaboration (CRM, MarCom, Commercial) for all animations and definition of customer journey for scheduled activations
• Identification, raising and follow-up of bugs

Reporting & Analysis

• Produce weekly/monthly reports to monitor Customer Experience KPIs and work towards continuously improving them
• Measure, analyse and optimise product, product list and content performance to drive Add to basket & Conversion rate
• Strive to understand the customer experience of the website using the tools available and make suggestions for improvement where applicable.

JOB PROFILE

Required experience:

• Minimum 3-4 years in Retail eCommerce, digital business or Cross functional retail experience
• A strong understanding of current technologies and standards and how the digital ecosystem is evolving
• Hands-on experience in a major eCommerce platform like Salesforce Commerce Cloud
• Working knowledge of data analysis and performance/operation metrics
• Proven ability to manage projects, meet deadlines and delivering multiple objectives at the same time

Skills / abilities:

• High attention to detail with the ability to work independently to troubleshoot and resolve technical and business problems
• Excellent organizational skills and decision making
• Strong communication, presentation and interpersonal skills
• Highly organized, proactive, resourceful and motivated – with a positive attitude
• Strong appeal for the digital sector, marketing and luxury industry

• Proficiency in English