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Skills:

Google Analytics, Magento, Drupal, English, French

Job type:

Full-time

• 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.
• 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.