Director of E-Commerce & Client Relations
: Job Details :

At Montblanc North America, 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.Director of E-Commerce & Client Relations (North America)Montblanc | New York (Olympic Tower)Join us in making Montblanc one of the leading digital luxury brands within a diverse, fast paced and motivated team. You ll play an integral role in animating Montblanc.com, which serves as the #1 window to the brand, driving an omnichannel D2C approach and developing a Client Relations team focused on client satisfaction and relationship building.4 days in office expected and based in Manhattan, NY.ResponsibilitiesBrand.comResponsible for driving the strategy and revenue growth of montblanc.com in an effort to grow the overall DTC Omnichannel businessCollaborate closely with Global HQ digital team and local cross-functional teams to develop and execute strategies related to content, exclusive services and benefits, SEO, CRM (incl. client acquisition and retention strategies) and website enhancements (UX/UI, A/B testing, etc.)Oversee all ecommerce operational needs, including inventory management, order fulfillment logistics and driving efficient workflowsPartner closely with local and central merchandising teams to define online assortment from a channel and regional perspectiveLower Funnel Performance MarketingManage all Performance Marketing initiatives with respective agencies and vendors, including strategy, implementation and optimization across Paid Search, Affiliates and Retargeting in close collaboration with HQCollaborate with Marketing team to support Upper Funnel Brand Marketing initiatives and go-to-market campaigns to deliver a consistent full funnel approachClient Relations Center (CRC)Manage the Client Relationship Center as a vital part of the ecommerce client journey to drive excellent client coverage, satisfaction and salesDrive strategy to ensure the Client Relations team achieves or exceeds revenue targets by capturing all sales leads and increasing conversionStay up-to-date on the latest client service tools and best practices to implement new client channels consistent with Global strategy Strategy/Data and AnalyticsAnalyze and optimize Performance Marketing campaigns using Google Analytics and Looker to identify performance issues and opportunities with the goal of improving overall ROI and CPAOversee and optimize all Web and CRC related KPIs (i.e. traffic, CVR, AOV, NPS, etc.)Partner with Supply and Demand to analyze inventory and demand levels to ensure proper replenishmentDeliver a yearly strategic Digital and Client Experience plan aligned to overall brand vision, channel and regional business targetsTeam Growth and DevelopmentDevelop, support and coach team members to reach their professional goals as well as drive team spirit and support a more data driven mindset within the teamDefine and align on KPIs, strategy and channel priorities, in partnership with Chief Client & Digital Officer, and help the team to consistently meet their KPIsWork closely with global teams and other regions to support best practice sharing, participate in cross regional / global initiatives and be part of a global digital communityRequirementsCollege Degree10+ years in D2C eCommerce roles, with experience in site merchandising, UX/UI, inventory management, performance marketing and digital strategy (luxury a plus)Commercial and strategic knowledge within an E-Commerce environment with a clear understanding of the technical and business elements, including metrics, that drive online performanceAbility to turn data into clear and actionable insights and develop strategic business plans, especially as it relates to E-Commerce levers (sales, web analytics, stock and digital marketing performance)Self-motivated and entrepreneurial with a problem-solving mindsetAbility to interact with different seniority levels in a multi-cultural, international organizationHigh flexibility: ability to deliver quality at a detailed level while keeping strategic perspectiveHigh standard of ethics, integrity and confidentialityExcellent skills in Google Analytics, BI tools, MS PowerPoint and ExcelExperience with Salesforce Proficiency in EnglishRichemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.We OfferWe 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!Expected Salary Range: $145,000 - $170,000Salary will be negotiated based on relevant skills and experience.