Overall Mission

The Digital & E-commerce Manager will drive commercial growth of the e-commerce business by defining sales strategies, optimizing product mix, and leveraging data insights to maximize revenue and profitability.

He/she will drive online sales, compare to the target and propose corrective actions when necessary. Leading locally the Group omni-channel strategy, the Digital Manager will coordinate with our physical stores to make sure the service provided to our customers is always qualitative and consistent.

In addition to e-commerce responsibilities, this role will also oversee the Customer Relation Center, ensuring that customer interactions are handled efficiently and professionally. The Digital & E-commerce Manager will be responsible for elevating the customer experience across digital and voice channels, implementing service standards, and collaborating with cross-functional teams to resolve issues promptly and effectively.

Promote and operate the E-commerce business

• Drive commercial growth of the e-commerce business by defining and executing strategies to maximize sales, profitability, and customer engagement,
• Manage all operations related to the e-commerce site: means of payment, fraud, customer orders validation, preparation and delivery flows,
• Optimize the inventory in coordination with the regional and local Retail Merchandising teams.
• Supervise the website e-merchandising: product offer, cross-selling, internal search process,
• Ensure an exceptional customer experience throughout the process, from order management to handling inquiries promptly and professionally ,
• Manage the agency in charge of SEA,
• Coordinate with local communication teams for a digital media plan,
• Develop and update our e-commerce customer database,
• Lead and manage e-commerce projects and initiatives, ensuring timely delivery and alignment with business objectives.
  

Measure the website activity

• Analyze the e-commerce sales (best-sellers, slow-movers, analysis by department, colors, price ranges, etc…)
• Follow the main website KPIs such as traffic, conversion rate, average basket,
• Measure the site performances and the customer online behavior: navigation, pages, reactivity
• Reports business information and propose any relevant improvements.
  

Promote omni-channel services and digital culture

• Coordinate the web-to-shop / shop-to-web activities,
• Propose stock transfers when necessary,
• Coordinate communications and animations action plans with the subsidiaries,
• Study competitors sites, new industry trends, and inform on best practices.
  

Customer Relationship Center (CRC)

• Oversee Day-to-Day Operations: Ensure the CRC operates smoothly, with efficient handling of all inbound and outbound customer interactions across phone, email, chat, and other support channels.
• Deliver Exceptional Customer Experience: Maintain high service standards by monitoring call quality and response times, ensuring every customer interaction is efficient, professional, and customer-focused.
• Team Leadership & Performance Management: Supervise CRC agents, provide coaching, conduct performance reviews, and collaborate with the CX team to implement training programs that enhance service quality and productivity.
• Process Improvement: Identify operational bottlenecks and implement workflow enhancements, scripting improvements, and updated procedures to streamline the customer journey.
• Resource & Workforce Planning: Develop staffing plans to ensure adequate coverage, especially during peak periods, while balancing efficiency and service quality.
  

Requirements

• 5 to 10 years of experience in e-commerce with a strong focus on commercial strategy and sales growth.
• Proven experience managing or supervising a customer support team is strongly preferred.
• Excellent communication skills—both verbal and written—with the ability to handle challenging customer situations professionally.
• Strong analytical skills to interpret sales data and market trends for decision-making.
• Experience with Google Analytics and back-office (Magento, Drupal)
• Knowledge of digital medias, Analytics, SEA,
• Fluent English and Thai a MUST. French will be an advantage.
• Customer-centric attitude with a strong focus on delivering excellent service experiences.
• Ability to lead and motivate a team, including conducting morning briefings to foster engagement and align priorities.
• Ability to work independently and be hands-on and operational as needed,
• Ability to liaise in a transversal way with local, regional and Paris teams.