LVMH Fragrance Brands
E-commerce & CRM Manager
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POSITION: E-COMMERCE & CRM MANAGER
DEPARTMENT: COMMERCIAL
LOCATION: LONDON
REPORTS TO: HEAD OF SALES
PURPOSE OF THE ROLE
Reporting to the Head of Sales, the successful candidate will have a passion for the beauty industry. In partnership with HQ teams, you will oversee all aspects of the day-to-day running of the Givenchy Beauty site. You will be pivotal in delivering a game-changing, ambitious programme of works and will be highly motivated to build the success story of Givenchy’s digital performance. You will be obsessed with sales & performance, operate with a ‘test & learn’ mindset, and be responsible for accelerating the business by devising and executing commercial and traffic acquisition strategies to attain KPI and profitability metrics. You should have a customer-centric approach and aim to deliver a frictionless, best-in-class client experience driven by strong brand storytelling executed to the highest standards.
Main Responsibilities
Strategy & Trading
- You will be responsible for the definition, creation, and driving of the eCommerce & CRM strategy and full-year trade activation.
- Build launch 360s in synchronization with marketing to deliver comprehensive launch and sustain moments.
- Collaborate with Givenchy HQ on localizing content on the website.
- Manage the sample and gifting strategies to drive discovery and conversion.
- Manage the local e-commerce site, tracking performance on a daily basis.
- Update the site, including visual, merchandising, pages. Maintain daily site checks for any bugs, errors, and/or needed optimizations to support sales.
- Build and submit business cases to Givenchy HQ for new site features and other optimizations.
Traffic Acquisition & Customer Acquisition
- Manage & optimize all Search territories: SEO & SEA. Conduct a benchmark best practices regarding Search in U.K.
- Manage & drive UK Loyalty programme and encourage client retention through CRM. Work to drive key KPIs.
- Align on email, SMS, campaigns, optimizations, & development of the full-year schedule.
- In collaboration with the agency, define a strategy for SEA to determine the most relevant budget allocation based.
- Identify trends and insights to achieve maximum ROI and maximum acquisition volume on campaigns with our partner agency and headquarters.
- Media management: build, plan, and implement the most efficient strategy to drive traffic, conversion, and revenue on the ecommerce site, according to the given budget.
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Job Responsibilities
Reporting & Forecasting
- Prepare weekly e-commerce retail and wholesale commentary, tracking sales vs target, and pivoting plans to ensure targets are met.
- Prepare a detailed Monthly Givenchy Beauty UK analysis including competitor insights, with a detailed MTD & YTD sales & KPIs by category as well as flagging risks and opportunities.
- Forecast and simulate annual, monthly, and weekly sales and expenses needed to achieve sales ambitions while attaining profitability targets. Continue to reforecast based on performance to achieve maximum results.
- Report and analyse media performance from digital initiatives: traffic, conversion, customer trends to keep improving and tracking digital strategies.
- Work closely with Marketing & the wider Commercial team to forecast all new launch product quantities for the e-commerce channel.
Lead, Manage & Inspire
- Coach and develop direct reports, giving regular feedback on performance as well as ad-hoc training sessions to allow the team to develop, upskill, and progress.
Customer Service & Operations
- Work closely with the demand planner to assure eCommerce inventory levels to support sales forecasts and oversee appropriate adjustments to the site.
- Partner with LVMH PC UK warehouse team and LVMH PC UK operations teams to ensure on-time delivery of orders and an on-brand client experience at every touch point. As well as delivering full, immersive brand training sessions to ensure brand packaging standards, guidelines, and codes are deployed, maintained, and are consistent.
- Partner with LVMH CS Central services to ensure that Givenchy UK Clients are receiving best-in-class service. Create action plans to improve processes and procedures where necessary. Ensure that communications from the CS team are responded to as a priority so they are supported to resolve client issues with speed and efficiency.
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Profile
Person Specification
- Strong e-commerce experience and understanding of e-commerce management.
- Knowledge of the UK Market. Knowledge of the UK Beauty Industry.
- Good understanding of and appreciation for the luxury goods industry.
- Personal affinity with Givenchy.
- Senior management potential, with strong personal impact.
- Great attention to detail.
- Able to deliver and manage vision and purpose.
- Solid skills in the deployment of SEM campaigns (CPC, CPA, CPL...) and experience in SEO developments.
- Ability to analyse large volumes of data and communicate these results to Leadership.
- Strong project management ability: rigor, management of priorities, strength of proposal, timelines, definition of clear objectives, delivering key insights on analytical questions in a timely manner.
- Proficient in Microsoft Office Suite; Excel and PowerPoint required.
- Must be highly organized and detail-oriented, with a strong ability to manage multiple projects simultaneously with un-prompted follow-through.
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