Paris, Île-de-France, France
« Quoi que vous fassiez, faites-le avec passion. Vivez avec passion. » Christian Dior
Maisons: GUERLAIN | CELINE | GIVENCHY | LOEWE | GIVENCHY Beauty - Managing 2 teams with +15 people - Daily monitoring of KPIs and supervising ecommerce Maison's projects - Creating presentations and conducting monthly steering committee meetings, focusing on activity results, voice of customer, new ecommerce launches, plan development, goals and objectives. - CRM & Clienteling Campaigns: monitoring, analyzing results (conversion rates, ROI, customers verbatims), and optimizing to inform future decisions. - Customer Experience & NPS : understanding of customer expectations and needs, ensuring positive interactions at every stage of the customer journey, analyzing customer feedback and experiences to create action plans - Contribution to the optimization of logistics and ecommerce transport processes - Identify, implement, and manage enhanced anti-fraud strategies to balance low fraud levels with protection while also providing a good customer experience and improving the consumer journey - Identify and evaluate new trends in eCommerce Payments, Fraud Prevention and Risk Management in the luxury sector (Fashion, Perfumes & Cosmetics) - Fraud Risk Management: identify and evaluate the risk to reduce and control any possible impact related to the e-commerce activities and Maison’s objectives - Daily collaboration and interaction with Maisons's international SMEs [Europe, USA, Asia] in Digital, Marketing, Logistics, Retail and Financial.
Maisons: GIVENCHY | GUERLAIN | CELINE | LOEWE | GIVENCHY Beauty - Run Daily Payment Activity and Review online transactions to stop fraudulent orders and identify criminal behaviors for about 75 countries worldwide (customer account hijacking, identity theft, phishing, chargeback) - Identify abusive behavior, reseller and gray market for limiting damage product reputation (limited, special and seasonal collections) - Detect any attempted friendly fraud or any exploitation of terms and conditions - Analyze a set of data to determine the transaction pattern and existing fraud trends to improve the rules in place and prevent future fraudulent actions - Manage the blacklist and whitelist, according to the processes specific to each of the Maisons - Support Customer Service with inquiries related to payment processes and system behavior
Maisons: GIVENCHY Couture | BERLUTI - E-commerce Maison Ambassador & Digital Customer Relationship - Managing the customer journey and e-commerce customer experience - Operational monitoring of new Maisons projects (Global-E, Courier)
- Luxury Jet / Private Jet Company - Management of luxury customers portfolio (celebrity, VIP) - CRM strategy - Secure and increase the market through targeted sales, marketing and communication activities - Business Development and new customers prospection - Analysis and reporting of the overall Sales and Marketing performance - Building and maintaining customer relations - Benchmarking analysis (market, competitors, pricing) - Digital Marketing and communication activities (newsletters, website, social network) - Analysis KPI / ROI - Implements new strategies to increase sales and brand visibility - B2B / B2C communication - Invoicing process - Management of key airlines partnerships and key trade partnerships (Air France, Luxury Hotels, Visa).
- Development and execution of the eCommerce activity plans, including customer acquisition, site traffic, product and sales promotion - Key account for Italian Market & Amazon Italy - KPI / ROI analysis (e-commerce): monitor key performance indicators on the website and develop plans to improve them - Support of business strategies and objectives - Running and analyzing of reports in business objects (analyses Big Data) - Analyzing costs, revenues and invoiced - Digital Marketing plan coordination - Generate and update digital product & Web content (products, content, promotions) - Key account for Amazon Italy (Web content, AMS campaign, VSS , Creation NPI) - Monitor stock levels VS website - Digital pricing strategies (Amazon) - Planning and inventory management - Daily collaboration with international offices (Europe/ USA /Asia) , financial , suppliers and distributors
- Management of premium customers portfolio - CRM - Contracts management - New customers prospection - Outsourcing office coordination - Billing (invoices , credit notes) - Management & launch of new Digital products - Daily cooperation with marketing, area manager and logistcs.