E-commerce Lead

At Richemont Americas, 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.

 

E-commerce Lead

Montblanc | Remote

 

Role Overview

Our mission at Montblanc is to deliver an exceptional experience for all clients. Under the leadership of the Senior Client Relations Manager and Assistant Client Relations Manager, The Montblanc E-Commerce Lead will oversee a E-commerce Ambassador and be responsible for assisting the team in the day-to-day operations as detailed below. The focus will be executing an enhanced client experience and delivering operational excellence through client satisfaction within e-commerce policy and procedures, and our after sales process which includes shipping and returns. This candidate should be obsessed with improving the current processes while identifying innovative methods to enhance the operational flow and technical touchpoints within our team. This role will also serve as a representative of the Maison by promoting the values of Montblanc, while also becoming knowledgeable of the Maison’s history, business, products, and care guidelines.

 

Responsibilities

 

Key responsibility 1: Process and Business Standards

• Partner closely with the Management team to implement new processes, tools, and new systems for e-commerce while ensuring a smooth collaboration between the e-commerce ambassadors and the brand ambassadors.

• Support daily operations including order processing, coordination of chargebacks/refund escalations, and order return & exchange processing of shipping claims.
• Review daily management of web, email, chat and phone cases of e-commerce ambassadors to insure efficient and attainment of service levels are consistent.
• Support Client Relations Assistant Manager in guiding e-commerce ambassadors to achieve performance targets by providing data as it relates to the established KPIs
• Ensure clear processes are established, systems and tools are operating efficiently, and new enhancements are identified with possibilities to automate elements to enhance our client experience
• Responsible for achieving or exceeding monthly efficiency targets of e-commerce ambassadors including relevant performance indicators and service level agreements.
• Deliver a yearly operational plan focused on new initiatives based on current performance of e-commerce as it relates to client contact center objectives.
• Collaborate and identify opportunities utilizing data driven insights in reports with the Operations Coordinator to advance our business process.
•  Lead weekly/monthly touch base call with e-commerce and e-boutique Teams.
• Establish best practices within Salesforce operation, including the generation of training materials and quality assessment touchpoints.
• Manage, recruit and develop directly reporting team of ambassadors with skills that align to KPI’s and business objectives.
• Identify, report and analyze fraud trends in partnership with relevant teams to support business and compliance objectives.

 

Key resp