MISSION STATEMENT
The Omni-Retail Senior Manager will be responsible for the strategic orchestration of our digital commerce touchpoints. Your mission is to define the unique value proposition of each channel (Official Website, WeChat, Tmall, and JD) to ensure they complement, rather than compete with, our physical boutiques. You will lead the Omni-Sales evolution, ensuring that luxury hospitality is maintained across every digital touchpoint while driving healthy, sustainable growth.
MAIN RESPONSIBILITIES
1. Channel Architecture & Positioning
- Lead the E-Commerce strategy aligned with maison priorities and market opportunities.
- Strategic Roadmap: Define the "Reason for Being" for each digital platform within the China ecosystem. Ensure each channel targets the right consumer segment and serves a specific purpose in the omni-journey
- Balanced Growth: Monitor and optimize e-commerce penetration. Ensure that digital growth enhances brand equity and drives high-value traffic to physical boutiques.
2. Traffic Acquisition & Customer Engagement
- Elevate the Customer Service function from transactional support to "Digital Clienteling." Define service protocols that mirror the in-store experience.
- Traffic Acquisition & Conversion: Drive digital traffic with strategic planning on TA segmentation via performance media, SEO/SEM and platform collaborations.
- Growth through Service: Leverage service touchpoints to capture client data and preferences, feeding insights back to the CRM team to drive personalized outreach.
- Clienteling Tools Integration: Empower customer service ambassadors with the tools to close sales or bridge the gap to an in-store private client advisor.
3. Omni-Touchpoint Excellence
- Holistic Operations: Oversee the operational health of the Official Boutique, WeChat Mini-program, Tmall Luxury Pavilion, and JD Luxury. Lead the continuous development on supply chain coordination, customer care integration and tech reliability.
- Seamless O2O Integration: Lead the implementation of omnichannel services (Click-and-Collect, BAA, Remote sales etc.) to ensure the seamless omnichannel consumer journey.
- Platform Governance: Ensure all third-party platforms and internal teams adhere to strict luxury visual and operational standards.
QUALIFICATION, EXPERIENCE & SKILLS REQUIRED
Education: Bachelor’s degree or above
Language: Fluent in English and Chinese
Professional experience & know how:
- 10+ years in Consumer goods industry. A background that blends E-commerce operations with a deep understanding of Retail/Service excellence
- Comprehensive knowledge of Tmall, JD and Wechat ecosystems is a must
- Experience with customer service management
Technical & management skills:
- Good skills for office software, excellence in BI tools will be a plus
- Solid leadership experience
- Strong communication skills
- Project management skills, able to coordinate various stakeholders
Personal & Interpersonal skills:
- Strong sense of luxury industry
- Analytical mindset
- Able to deal with ambiguity
- Change management
- Strong communication and interpersonal skills
- Strong integrity
- Critical & Creative mindset
