Omega E-Commerce and CRM Executive

London • UK

Thursday, December 19, 2024

Omega, a prestigious brand under the Swatch Group umbrella, stands as a beacon of horological excellence and innovation since its inception in 1848. Renowned for pioneering achievements, Omega watches have graced the moon and the depths of the ocean, embodying precision and performance. As the Official Timekeeper for 30 Olympic Games and a prominent name in various sports, Omega's legacy is further enriched by partnerships with social causes and a constellation of esteemed brand ambassadors.

1. Oversee and enhance the E-Commerce customer experience for Omega UK.
2. Manage and resolve customer queries via email, telephone, website, and live chat.
3. Lead customer database management, retention, and VIP program strategies.
4. Build and maintain relationships with VIP customers to foster loyalty and repeat purchases.
5. Troubleshoot customer issues and propose recommendations to optimize satisfaction.
6. Develop a roadmap to enhance customer experience aligned with the E-Commerce strategy.
7. Act as an Omega Brand Ambassador, maintaining the brand's reputation for excellent service.
8. Monitor the Magento platform to ensure timely order dispatch and fulfillment.
9. Conduct quality control checks on E-Commerce returns and process refunds promptly.
10. Report product quality issues and manage online product waiting lists.
11. Support E-Commerce Manager in testing new website features and functionality.
12. Perform site checks and assist in delivering on-site content plans and product updates.
13. Assist with weekly newsletter briefs and report on key KPIs.
14. Conduct regular competitor analysis and provide ad hoc brand administration assistance.

1. Experience in a Customer Care or Retail sales role within a luxury company.
2. Background in E-Commerce with knowledge of front and back-end operations.
3. Experience in building strong commercial relationships.
4. Familiarity with SAP, Magento, and Microsoft Dynamics is desirable.
5. Fluency in English, both verbal and written.

1. Excellent communication skills, articulate and eloquent.
2. Strong IT and analytical skills, proficiency in Microsoft Office and Google Analytics.
3. Ability to analyze and segment large data sets.
4. Passion for luxury, ideally luxury watches.
5. Multi-tasking and workload prioritization.
6. Calm and positive demeanor during stressful periods.
7. Proactive and solution-focused attitude.
8. Ability to handle difficult customers or situations.

Experience in luxury customer care or retail sales, particularly in E-Commerce operations, is essential.

The role offers a dynamic work environment with opportunities for professional growth within a leading luxury brand.

Omega fosters a culture of innovation, precision, and excellence, encouraging employees to embody the brand's pioneering spirit. The workplace is dynamic and collaborative, with a strong emphasis on maintaining the brand's esteemed reputation through exceptional service and quality.