L’Oréal is searching for a Senior eCommerce D2C Manager.
Key Responsibilities:
- Manage the day-to-day e-commerce experience across mobile first & desktop site to support the overarching digital and e-commerce strategy realization for the Lux Brand.
- Create and execute yearly & monthly sales plans for D2C online boutique.
- As owner of the on-site consumer journey, to drive UX/UI excellence to increase conversion and engagement; constantly looking for new ways to improve the Brand on-site experience, working closely with brand team, agency and corporate CX team to ensure continuous improvement.
- Manage and continually optimize the brand site to be best in class, including all elements having to do with (but not limited to) merchandising and optimization of landing pages and product pages.
- Create animation plan for ecom support in synchronization with the marketing calendar to increase eD2C sales.
- Master awareness media campaigns including targeting, main KPIs, segmentation of messages, analysis, reports. Manage media agencies and co-operate with in-house media trading desk.
- Manage performance media channels: paid search, paid social, CPA (with optimization for conversion).
- Manage customer care (call-center): reporting, flows and atomization (1st level responsibility: Ecom dedicated questions) in co-op with Corp CX Manager and marketing, training manager.
- Management of delivery services: management of return rate and courier companies in co-op with L’Oreal customer care and Corp CX Manager.
- Develop insights based on customer data and KPIs, and recommend adjustments to future strategies.
- CRM: management of communication plan (by segments): broadcast and triggers scenarios and loyalty programs in co-op with brand CRM Manager.
- Reporting and Analytics (monthly overview, weekly operational). Detailed analysis and dashboards. Proposals focused on performance improvements based on analysis.
- Document support and budget planning, partner with Finance on P&L matters.
- Build and maintain relations with teams inside business unit of L’Oréal brands and other internal stakeholders (supply chain, research, etc.).
- Work with external agencies (CRM and production) to execute projects and to optimize consumer messaging and journey.
- KPIs:
- Traffic & Turnover (Sell-out and # orders, AOV, D2C channel weight of business).
- D2C P&L : Gross Margin, REX.
- Customers relationships KPIs (NPS, Customer Care).
- Products’ excellence (R&R, descriptions, images, categories etc.).
- Tech part (speedloading, eServices, UI/UX orientation, conversion).
Skills and Competencies:
- Passionate about digital & the opportunities it brings to drive traffic & sales.
- Background in e-commerce/ CRM/ digital marketing.
- Demonstrated sales management and strategic marketing capabilities.
- Ability to manage multiple stakeholders.
- Good communication skills, both written & verbal.
- Strong planning and analytical skills (Google Analytics).
- Strong Project Management and prioritization skills.
- Excellent relationship building skills.
- Experience of launching a new ecommerce site is a plus (Magento as a plus).