Main Responsibilities

• Own the in-house Customer Care for the subsidiary through Magento and provide a high-end customer experience.
• Train and monitor the outsourced call center on brand, product knowledge and brand guideline
  
• Partner with Logistics to ensure customer delivery expectations are being met and to troubleshoot issues that may arise
  
• Serve as the Ecommerce contact for our US Boutiques and work with the store teams to ensure a high-end omni-channel customer experience that is in line with US industry standards
  
• Monitor industry trends, best practices and competitors behavior
  
• Coordinate the flow of information between E-Commerce HQ in Paris, France and the North American team on all digital related operations
  
• Manage operations of concession partners digital businesses.
• Plan and execute seasonal photoshoots, provide seasonal product information to team, analyze weekly sales and identify stock opportunities and work with department store team to monitor and continue to grow the business
  

Coordination

• Provide a high quality customer service and ensure customer needs are being met in a timely manner.
• Set-up processes for outsourced call center and monitor their quality of service
  
• Coordinate flow of information with US boutiques to implement and manage the omni-channel processes
  
• Work closely with the Logistics Manager to monitor shipping, returns, flows and processes
  
• Proactively identify and resolve potential customer care, omni-channel and/or logistics issues
  
• Work with any 3rd Party partners that will improve the efficiencies of the ecommerce operations
  

Profile

• The ideal candidate has 2-3 years experience in an e-commerce or web start- up environment (Magento experience a plus)
  
• Previous customer care experience that provided a high-end customer service through both phone and email contact.
  
• Knowledge of working with and training an outsourced call center
  
• Strong project management skills and proven results
  
• Sales driven with an entrepreneurial spirit
  
• Excellent interpersonal skills supporting a multicultural team environment (appreciation of French culture a plus)
  

Analytical and quantitative skills

• Advanced in Excel and experience with website analytical tools such as
  
• Google analytics, Omniture or Coremetrics
  
• Knowledge of Magento appreciated
  
• Can conform to shifting priorities, demands and timelines while using analytical and problem solving capabilitie
  
• Ability to elicit cooperation from a wide variety of sources, including upper management, project team and other departments within the organization
  
• Ability to effectively prioritize and execute tasks in a high pressure environment
  
• Bachelors degree with minimum of 3 years of customer service and project management experience
  
• Proficient in Microsoft Excel, PowerPoint and Project
  
• Working knowledge of Merchandising and Supply Chain systems and business processes a plus