Position TAG Heuer: The Swiss Avant-Garde watchmaker since 1860. Avant-garde is our culture and philosophy. Our unique heritage is built on a disruptive mindset, an innovative approach and a cool, free-minded spirit to think ahead. TAG Heuer watches and chronographs are an authentic concentration of innovation, design and engineering for bold, confident people who are connected to the future.
POSITION SUMMARY: The Ecommerce & Client Services Director is a strategic role to deliver a unique holistic omnichannel experience, expanding our ecommerce footprint in Americas and ignite customer knowledge and services.
This position will drive strategy and execution in collaboration with cross functional leaders in the Americas and at Headquarters across the following: Omni-channel, merchandising, marketing, retail, and wholesale. The role will report to the Regional President and will have three direct reports.
Profile MAIN RESPONSIBILITIES: Develop and execute comprehensive localized e-commerce strategies to drive revenue growth, focusing on conversion rate. Work closely with the digital marketing team to launch media campaigns to drive traffic through SEM and social media. Oversee the management and optimization of the e-commerce platform, including website functionality, user experience, and performance metrics. Expand the e-commerce footprint to Mexico, Brazil and localize TAGHeuer.com in Canada. Collaborate with cross-functional teams, including marketing, sales, product development, and IT, to ensure alignment and integration of e-commerce initiatives with overall business objectives. Create a CRM structure to support Client knowledge, Data Acquisition and Loyalty across all the channels. Build an efficient Client activation program, accordingly to the segmentation. Ensure the adoption of the Client data tools across all the channels Develop and implement client service policies, procedures, and standards to ensure exceptional customer experiences across all touchpoints Lead and mentor a high-performing team of omnichannel specialists, client service representatives, and support staff to achieve departmental goals and objectives. Analyze market trends, customer behavior, and competitive landscape to identify opportunities for growth and innovation. Establish key performance indicators (KPIs) and metrics to measure the success of e-commerce and client service initiatives and provide regular reports and insights to senior leadership. Foster a culture of continuous improvement and innovation within the e-commerce and client service departments, encouraging experimentation and risk-taking to drive results. Stay informed about emerging technologies, industry trends, and best practices, and proactively recommend opportunities for improvement and optimization. KNOWLEDGE, SKILLS & ABILITIES Bachelor's degree in related field required, MBA a plus 15 years in digital and client experience with growing responsibilities, ideally in an omni-channel environment. Deep working knowledge of the digital environment and tools and platforms used to deliver an exceptional online experience. You must show key examples of how your actions led directly to improved results Strong leadership and proven ability to build and manage a high performing team. Great communication skills. Ability to define a vision, operationalize the delivery, and monitor and pivot as you learn. Proven track record of converting data into actionable improvement. Expert in ecommerce technology/tools/partners Additional information Employee benefits: At our Maison, we offer a generous and comprehensive benefits package including medical insurance, bonus or commission structure, paid time off, retail holiday pay, 401k, automatic employee contribution, employee assistance programs and more. Equal Employment Opportunity Our Company values diversity and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, sex, gender (including gender identity and expression), pregnancy, age, sexual orientation, physical or mental disability, medical condition, genetic information, sexual orientation, marital status, familial status, veteran status, or any other legally protected status under applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, and to perform crucial job functions.
