Key Responsibilities:
- Management of product catalog across all online brands (listings, product details, pricing, copy)
- Management of all content (PDP: A+, B+; editorial, banners, videos) on Cortinawatch.online
- Fulfilment of incoming orders on Cortinawatch.online
- Management of Cortina customer relationships (enquiries, boutique appointments, redirects from social)
- Reporting on the state of the E-commerce business for internal parties
Catalog + Content Management (40% of time)
The Product Catalog is the foundation of a successful E-commerce site. It is the backbone of customer experience and ensures that items can be ordered, with correct attribution between content and items. This will in turn drive sales and increase our brand equity.
- Manage item setup across all online brands (hero & regular SKUs, pricing, inventory)
- Regularly refresh catalog information based on agreed SKUs.
- Liaise with brands to collect necessary assets for each item sold online (banners, videos, product and lifestyle images, product copy and information).
- Regularly refresh content with brands.
- Update search terms / metadata within the catalog/ecomm site based on best ROAS terms and work with marketing team to republish editorial/social content for SEO.
- Manage the above for all 3 regions – Singapore, Malaysia, Thailand.
Customer Relationships (35% of time)
Some of main goals of Cortinawatch.online are to bring in new customers to the Cortina family, and to educate them on timepieces and answer their questions. Our E-commerce platform will the first step in our valued customers’ journey in the luxury watch market.
- Respond to daily enquiries from all channels: Website, E-commerce, Social, Whatsapp – respond within stipulated time.
- Understand our products in order to provide assistance to customers accurately
- Maximize cross sales opportunities in all correspondence by recommending alternative products
- Co-ordinate with sales team when necessary for appointment arrangements or checking of product availability.
- Handle difficult customers by providing good customer service etiquette skills
- Maintain a positive and helpful approach during interactions with all customers
- Work with CRM Marketing Executive to collect all relevant data from new & existing online customers and add to our database
Order Fulfilment (15% of time)
Deliver the best customer experience by fulfilling all orders in a timely manner, including a strong follow-up program to increase customer retention.
- Process all incoming orders on Cortinawatch.online
- Communication with customer
- Tax invoice from wholesale
- Activating Warranty
- Packing and coordinating delivery
Reporting on state of E-commerce (10% of time)
- Lead and create reports for E-commerce sales and marketing campaigns.
- Analyze sales and customer data to create insights to inform marketing activities and business managers.
- Analyze website traffic data, as well as campaign data to evaluate effectiveness of activities and make recommendations.
- Support Ops, Sales and Marketing with relevant E-commerce data that they might require.
Requirements:
- GCE O level & above
- At least 2 year(s) of working experience in e-commerce/retail is required for this position.
- Must be able to converse well in English & Mandarin in order to liaise with associates and clients
- Very good interpersonal and communications skills
- Curiosity and willingness to learn
- Meticulous and detailed with good support & follow up skills
