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E-Commerce Operations Manager

3 months ago

Toronto, Ontario, Canada Swatch Group Full time

Job Description

The E-Commerce Operations Manager is tasked with overseeing the online retail strategy for the corporate Tissot platform, encompassing all facets of the business. This role involves managing relationships with national third-party retailers, including major department stores and independent jewelers. The individual will play a pivotal role in enhancing corporate e-commerce sales through targeted marketing strategies, effective e-merchandising practices, and ensuring an exceptional experience for customers and site visitors.

As online retail continues to grow as a critical channel for brand visibility and revenue generation, this manager will ensure the qualitative advancement of our brand by scoping, developing, and reporting on this segment of business activity. They will lead the opening and development of new initiatives, acting as the primary liaison for the online retail headquarters team and collaborating with various departments within Tissot, including Sales, Marketing, Legal, Logistics, and IT.

The individual will be an integral member of the Tissot Online Retail community, possessing a high level of expertise and working closely with the Brand Manager and the E-commerce headquarters team.

Key Responsibilities

Online Store Management:

Take ownership of the Tissot e-commerce website and its financial performance. Develop and implement e-merchandising strategies, ensuring alignment between marketing campaigns and website features, including product launches and promotional activities. Lead projects for the introduction of new website features, including needs assessment, business value analysis, and project management. Ensure website quality through rigorous testing prior to launch, including content management and translation oversight. Oversee fulfillment and logistics, coordinating with shipping teams to ensure efficient product delivery and managing returns and inventory levels. Analyze key performance indicators (KPIs) to forecast inventory needs and ensure timely replenishment. Maintain clear communication with headquarters regarding e-commerce needs and performance. Actively participate in the e-commerce specialist community, sharing best practices and local initiatives. Stay informed about competitor activities and market best practices in e-commerce and digital marketing. Monitor e-commerce activities and product performance on a daily basis. Prepare regular reports on e-commerce performance metrics.

Digital Marketing Initiatives:

Execute global digital marketing campaigns to maximize revenue contributions. Create and manage email newsletters and mailing lists for regular communications. Collaborate with the Digital Marketing headquarters team to strategize performance campaigns across various platforms. Track and report on campaign performance monthly. Adapt digital assets to meet local market needs. Coordinate product launches and digital asset distribution with headquarters. Work with IT, Finance, and other departments to manage agency relationships and campaign budgets. Collaborate with the Brand Manager to evaluate media campaign effectiveness and inform future strategies. Manage relationships with external agencies to enhance campaign performance.

Customer Service Oversight:

Support the operations of e-commerce customer service. Document and refine customer service processes for efficiency.

Sales Collaboration:

Work with the Tissot sales team on product strategy development. Conduct business analysis and track sales performance within Tissot systems. Assist the sales team with inventory management tasks. Manage relationships with third-party retailers.

Marketing and Brand Visibility:

Ensure Tissot's brand visibility and adherence to guidelines on third-party platforms. Provide digital assets and optimize content distribution. Engage in marketing investment strategies on external platforms.

Project Management:

Lead key projects in collaboration with headquarters. Propose and manage digital marketing initiatives. Coordinate global online retail projects. Oversee legal aspects and brand compliance with third-party partners.

Professional Qualifications

This position requires a strong passion for the digital retail market, technical expertise, and a disciplined approach, along with excellent communication and coordination skills.

A four-year college degree in Business, Marketing, or a related field is preferred. A minimum of three years of experience in an e-commerce role, with a preference for experience in luxury accessories or jewelry. Two years of email marketing experience is also preferred. Familiarity with Magento or similar e-commerce platforms. Understanding of back-office management and payment processing through a payment service provider. Knowledge of best practices in online marketing, including paid search, SEO, email marketing, and affiliate marketing. Experience in managing agency relationships. Proficiency in Google Analytics or equivalent tools. An analytical and data-driven mindset. Strong oral and written communication skills. Proven ability to collaborate effectively across functions, including Marketing, Product Development, Customer Service, IT, and Global Headquarters.

Personal Attributes:

Flexible and adaptable, willing to take on various tasks as needed. Collaborative, with the ability to build relationships across teams. A proactive team player who is passionate about the brand and committed to continuous improvement. A strong sense of urgency, capable of managing multiple projects and adapting to changing priorities. A self-starter with a positive attitude, willing to take initiative to achieve results.

Language Proficiency:

Fluency in both English and French is preferred.