E-commerce Manager

At Cartier, 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.

MAIN PURPOSE

As E-commerce Manager you will lead, plan and execute the short and long-term strategy for Cartier’s on-site platform and off-site operations to drive the eCommerce business while ensuring a best-in-class customer experience. You will be responsible for reaching the sales budgets and corresponding KPI’s of the eBoutique.

This is a highly collaborative role, as you will have to form strong business relationships with our Client Relations Centre, Logistics and Marketing teams, Cartier International eCommerce and the Cartier HQ, as well as with our external agencies.

In addition, you will also provide the necessary support and monitor the Retail Partners’ website operations, whether they currently operate e-commerce or not.

Key Responsibilities

1. Optimize, monitor and support the E-commerce performance
   • Meet sales target and profitability budget related to E-commerce activity.
   • Conduct analysis to monitor the main KPI’s: sales, conversion rate, traffic, best sellers, payment methods, etc. and evaluate the performance of digital marketing campaigns, merchandise, services, promotions and features to define future strategies.
   • Manage qualitative and quantitative monthly e-commerce reporting.
   • Identify and act on opportunities to improve performance, processes and systems.
   • Constant communication with the E-commerce Stock Administrator.
   • Visit to the Distribution Center and support the operation if needed to the E-commerce Stock Administrator and team.
2. Content Management
   • Management of the digital catalog. Assure products are setup timely and activated in conjunction with marketing calendars and sales events.
   • Optimize the online product assortment (visible/sell-able/order) in conjunction with Supply to increase site engagement, product discovery, conversion, and overall consumer experience.
   • Develop new landing pages and update of the Home Page to promote diverse and relevant product categorizations.
   • Be in constant communication with HQ teams in order to be aligned with brand guidelines.
   • Collaborate actively with Media Manager and CRM Manager to define the online action plan to reach the e-commerce objectives.
   • Report all bugs and website issues to our external agency, and track status through resolution.
3. Seamless customer experience
   • Improve client satisfaction related to e-com activities by developing new features in hand with our external agency and internal teams (Click & Collect, Logistics, Engraving, Gift Message).
   • Collaborate with Client Relations Center, Supply Chain, Logistics, Sales Audit, and the external agency teams to ensure smooth order processing.
   • Stick follow-up of the correct order processing, coordination & tracking of stock transfers, order return & exchange, and monitor stock assortments.
   • Ensure compliance on policies and procedures (stock counts, audits, AML, etc).
   • Liaise with the CRC to define and implement action plans to meet the objectives in terms of turnover and services.
   • Develop and implement a fast action plan to optimize sales through the CRC team.
   • Respond and deal with any urgent operational day to day tasks with CRC (Site updates, information on Google, etc).
4. Retail Partners website
   • Strict control of Cartier image on all Retail Partners website.
   • Provide partners up-to-date brand content for their website (product information, banners,…).
   • Provide support and guidance to Retail Partners that aim to do E-commerce with Cartier, including through evaluation requirements defined by International teams.
   • Provide continuous support and guidance to Retail Partners already operating E-commerce with Cartier to ensure that guidelines provided by HQ teams are respected.
   • Work with Retail Partners operating E-commerce to have all sales reported in our tracking tools.
5. Market Intelligence
   • Competitive benchmark on Mexico market, customer and competitors, to identify e-commerce and omnichannel trends, to deliver best in class recommendations and develop proposals for commercial and service enhancements for the website.
   • Constant communication and collaboration with Marketing and Media teams to have updated stock and aligned advertising focus.
   • Feedback to Media team regarding analytics, website traffic and events, and further optimization.

• Master’s Degree or Bachelor in Business, Engineering, Data, Digital, E-commerce or Marketing.

• 4-6 years of relevant experience in e-commerce or digital environment.
• Experience with luxury/premium brands is a plus.

• Strong organizational and follow-up skills / Project management skills.
• Data driven mindset, good analytical skills and sales driven. Strong knowledge on Google Analytics Digital Media, ROAS, SEM and SEO is a must.
• Attention to detail.
• Ability to work with cross-functional and international teams in a complex organization.
• Pro-active and enthusiastic with a strong entrepreneurial spirit.
• Luxury product & retail sensibility / Client-oriented.
• Autonomous and problem-solver.
• Digital savvy with ability to learn new software applications quickly (Salesforce, SAP, VTEX).
• Curiosity, awareness on latest online trends of the market.

• Fluent Spanish and English, French is a plus.