Digital Experiences, Assistant Manager - DFS91121066 a Hong Kong In DFS

Data di pubblicazione: 4/29/2021


Descrizione del lavoro

DFS is the world's leading luxury retailer serving the travelers in the world. We are currently seeking an e-commerce professional to join our E-commerce team at our Corporate Headquarters in Hong Kong to support and manage our global e-commerce platforms focusing on customer experience, conversion and sales.

Key Responsibilities:

• Lead on enabling enhanced online customer service experience with focus on efficiency, customer satisfaction and online conversion working with external software provider, internal product development and IT teams
• Manage global online customer service operation including working with different stakeholders across the organization such as Retail Operations, CRM teams
• Support managers to ensure smooth end to end customer journey on digital platform front end including own and 3rd party platforms
• Support managers to optimize digital platform conversion rate and related metrics to reach sales target by collaborating with key partners internally and externally such as Merchandising, Planning, Marketing and Brand partners
• Support managers to optimize search experience on digital platforms
• Manage outsourced customer service team
• Manage outsourced digital operation teams to execute online content, promotion updates and performance tracking
• Maintain and update Standard Operating Procedures, as well as staff trainings

Key Requirements:

• Bachelor’s degree in business, Marketing, E-commerce, Operations Management or a relevant discipline
• Minimum 3 years of working experience in e-commerce or other digital disciplines
• Experience with e-commerce content management system, order management system, digital analytics application and online customer service software
• Familiar with Chinese e-commerce landscape and preferably with relevant experience from luxury and beauty category
• Detail-oriented, with a high level of accuracy and ability to process and analyze data
• Strong problem solving ability and able to manage multiple priorities
• Excellent written and verbal communication skills within a cross-functional team
• Good organizational skills, energetic self-starter and highly motivated
• Ability to work in a fast-paced and changing environment
• Proficiency in English and Chinese (Mandarin and/or Cantonese) is must
• Willing to travel and be open to short term project outside Hong Kong