Head of E-business

Recognized for its know-how in Haute Horlogerie and Haute Joaillerie, Chopard is celebrated for its creative audacity and its conception of ethical and responsible luxury. Proud of its values and traditions, our Maison breathes its family spirit into relationships with its employees and customers, striving to deliver an extraordinary brand experience.

Chopard can draw upon a vast reservoir of in-house expertise and experience uniting more than 45 different crafts within the twin fields of swiss watch and high jewellery-making.

**Mission**

The International E-Commerce Manager is a strategic leader dedicated to spearhead the development and acceleration of our global e-commerce strategy. This is a unique opportunity for a visionary leader who not only excels in driving e-commerce activities but is also passionate about building an entire infrastructure. If you thrive in dynamic environments, possess a strategic mindset, and are ready to shape the future of our online business, we want to hear from you.

**Main responsibilities**

**Web sales**:

- Lead the distribution and extension of our e-commerce presence globally, ensuring alignment with overall business objectives.
- Oversee e-commerce platform operations, ensuring optimal functionality and a seamless user experience.
- Implement data-driven approaches to understand the performance and optimize sales.
- Collaborate with marketing teams and retail to ensure alignment between online campaigns and web sales objectives.
- Stay abreast of e-commerce trends and emerging technologies to implement best practices in partnership with digital team.

**Contact Center**:

- Optimize the current structure and drive the transition toward a future phone sale conciergerie.
- Manage the contact centre operations, maximizing client satisfaction.
- Implement tools and technologies to enhance customer communication, issue resolution and seamless redirection toward complimentary touchpoints.
- Develop and maintain customer service standards and protocols.
- Analyse customer feedbacks and implement improvements to enhance overall satisfaction.
- Collaborate with the training team to ensure contact centre staff is well-equipped to address customer needs.

**Online partners**:

- Pure players: take ownership of pure players commercial and marketing relationships.
- E-wholesalers: monitor the expansion of the e-partners in collaboration with HQ wholesale department and local teams.

**Omnichannel**
- Work closely with the retail, IT and digital teams to build strong omnichannel ecosystem.
- Take the lead in driving change management initiatives.
- Facilitate the adoption of new solutions and technologies within the organization.
- Ensure a smooth transition and integration of omnichannel practice.

**CRM**:

- Build with digital and retail team client’s data acquisition strategy.
- Define with retail team target audiences and customer profiling.
- Develop animated consumer journeys based on Chopard’s ecosystem and brand plan.
- Improve the Maison consumer knowledge and use customer insight to refine digital activities.

**Hard and soft skills**
- Proven track record in building and leading international e-commerce structures.
- Strategic thinking with a focus on both development and execution.
- Strong analytical skills and a data-driven decision-making approach.
- Change management expertise and the ability to foster collaboration.
- Experience in managing pureplayer commercial and marketing relationships.
- In-depth knowledge of omnichannel strategies and solution adoption.
- Innovative mindset with a passion for enhancing customer experience.
- Prior team management experience.
- Prior CRM responsibilities would be a plus.
- Chinese e-commerce experience would be a plus.
- Fluent in English and French.
- _ Swiss / EU National or valid Swiss Work Permit is required_

**Contract Type**: Unbefristet
**Working Time rate**: Vollzeit