The company
OMEGA is a company of the Swatch Group, the worlds leading watch manufacturer. Since, 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 womens watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGAs reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industrys highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 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
1. Manage OMEGA UK E-Commerce customer experience and CRM
2. Lead on E-Commerce VIP strategy and sales
3. Day-to-day support of the E-Commerce channel
4. Regular reporting on CRM KPIs for OMEGA Boutiques
Key Responsibilities
5. Oversee and develop the E-Commerce customer experience
6. Manage and resolve day-to-day customer queries via email, phone and live chat offering prompt and exceptional customer service, maintaining the brands reputation
7. Troubleshoot customer issues, spot opportunities and propose recommendations to optimise customer satisfaction
8. 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
9. Lead on customer database management, retention and VIP program strategies for the UK E-Commerce business and lead on the CRM within OMEGA Boutiques
10. 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
11. Monthly CRM KPI reporting for our OMEGA Boutique network, sharing data-led insights and best practice with our Retail Operations Manager
12. 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
13. 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
14. Manage online product waiting lists, ensuring stock notifications are sent in a timely manner
15. Quality control check E-Commerce returns and process refunds in Magento, ensuring that refunds are handled promptly and processed within returns window
16. Monitor return reasons and report any product quality issues to the relevant teams
17. Support E-Commerce Manager to test new website features and functionality, as required
18. Assist E-Commerce Manager with maintaining relevant project trackers
19. Regularly performing site checks, supporting E-Commerce Manager to deliver on-site content plan and product updates in line with trading priorities
20. Regular competitor analysis and benchmarking
21. Act as an OMEGA Brand Ambassador and Brand expert internally and externally
Professional requirements
22. Experience working in a Customer Care, CRM or Retail sales role for a luxury company
23. Background in E-Commerce and knowledge of front and back-end operations
24. Experience in building strong, commercial relationships through a professional but personable approach
25. Experience with Magento, SAP, Google Analytics, and Microsoft Dynamics (desirable)
26. Articulate and eloquent with excellent communication skills, fluency in English, both verbal and written, required
27. Strong IT and analytical skills and proficiency in Microsoft Office suite, especially Excel with the ability to analyse and segment large data sets
28. Passion for luxury, ideally luxury watches
29. Multi-tasker and ability to prioritise workload while working efficiently
30. Ability to keep calm and positive in stressful and busy periods
31. Reliable, enthusiastic with a positive, proactive and solution-focussed attitude
32. Ability to deal with difficult customers or situations
Building The Royals Business Park London E16 2QU
E16 2QU London (England)
United Kingdom
Company address
The Swatch Group (UK) Limited
Building
2nd Floor East Wing
The Royals Business Park
Dockside Road
GB-London E16 2QU
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