Who we are?

A High Jewelry Maison who promotes exceptional know-how in an enchanting and creative environment with a strong heritage!  Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.  At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

Are You a Good Match?

• Do you have a passion for High Jewelry, Art & Culture?
• Do you have experience with luxury products in your past?
• Do you have strong attention to detail and thrive in a fast-paced environment?
• If so, we’d love to get to know you!
• What are our expectations

The eCommerce Operations Manager will ensure the efficiency of the day-to-day operational activities related to the eCommerce business of Van Cleef & Arpels, North America. The manager will build a newly established eCommerce Operations vertical which will serve as a key pillar within the Maison’s retail network. This position will build cross-functional partnerships locally and internationally, establish and deliver best-in-class services, and propose continuous optimizations across the eCommerce and CRC channels. This role will manage the implementation of new processes and systems in coordination with key stakeholders, improve current processes and flows across the system architecture, identify innovative methods to support client engagement, and strive to deliver an exceptional client experience, from payment to order fulfillment to delivery. This role reports to the Director of eCommerce.

Key Responsibilities:

Collaborates with key business partners to develop the digital operational strategy for the Americas region

• Executes the e-commerce commercial strategy in collaboration with eCommerce, Client Relations Center, Supply Chain and Logistics.
• Monitors overall eCommerce activity including day-to-day performance across KPI’s including sales, stock, traffic, returns, on-site load speed and user behavior, and omnichannel performance.
• Works to improve the omnichannel client experience, encourages the use of omnichannel services, supports requests for optimizations, partners closely with supervisor and cross-functional partners/stakeholders for implementation.
• Serves as local lead for operational developments, new project rollouts and enhancements/releases in close collaboration with HQ digital team and Product Managers. Communicate operational changes with relevant teams.

Optimizes eCommerce performance & operations

• Supports daily operations including order processing, coordination & tracking of stock transfers, smooth order return & exchange processing, and monitoring of stock assortments.
• Acts as key contact between CRC and fulfillment facilities to ensure order processing. Collaborates with Client Relations Center, Logistics, and It support teams to ensure proper systematic data capture of eCommerce transactions within ERP.
• Manages the integration of all aspects of local e-commerce operations, including logistics, customer service, stock and supply chain, It, and local outsourced partners. Actively participates in the management of the online catalog including the “visible” and “sellable” ranges, in partnership with eCommerce Merchandising.
• Proactively identifies and resolves operational issues, such as large-scale site experience outages, and reports issues through the appropriate channels, follows-thru to resolution with cross functional partners, including Retail Operations and It Support teams.
• Ensures operational policies and procedures are regularly reviewed to reflect those set across the region, when applicable.
• Maintains current on industry-wide knowledge and best practices relating to eCommerce Operations, Site Experience and Omnichannel topics.
• Proposes new solutions and identifies commercial and service enhancements that help Vca North America execute on the eCommerce vision.

Qualifications:

The ideal candidate is a curious problem-solver with strong systems, technical and communication abilities. This candidate possesses excellent organizational skills, is detail-oriented, and displays a commitment to providing excellent customer service.

• Bachelor’s degree required
• 6+ years in an eCommerce and/or Operations specific role (relevant luxury retail experience working with European based companies is helpful)
• Outstanding computer skills with ability to learn new software applications quickly. Prior experience with Sap and Cms systems are strongly preferable.
• Team player with initiative, ability to prioritize, multi-task without sacrifice of attention to detail and thrive in fast-paced environment.
• Strong organizational, project management, communication, and follow-through skills are required.

More than a job…it’s an experience!

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

The recruitment process:

• Please complete an application on the Richemont Career Site.
• Selected candidates will be contacted by the HR team for an interview.