Zenith CRM & E‑commerce Sales Operations Specialist

About Zenith

Zenith is a historic Swiss manufacture renowned for technical innovation and precision in luxury watchmaking; the Maison is recognized for in‑house movements and collections that combine horological expertise with contemporary design. Zenith operates within the LVMH group and positions itself as a heritage brand that blends artisanal watchmaking, technical experimentation and a client‑centric retail approach.

Role & Responsibilities

• Coordinate with the global digital team to localize and execute e‑commerce content, launches, promotions and campaigns for the North America market.
• Monitor daily e‑commerce order flow and flag fulfillment, payment and operational exceptions for swift resolution.
• Support product catalogue management across retail partners to guarantee accurate product data, availability and merchandising online.
• Analyse web and campaign analytics (traffic, conversion, sales) and produce actionable reports to optimise performance and conversion metrics.
• Implement and track digital marketing activities across SEO, paid media, email and content channels and report campaign performance.
• Execute CRM and clientelling programs: maintain segmentation, update local CRM data, and ensure consistent, brand‑aligned customer communications.
• Liaise between retail teams and HQ CRM to integrate online and offline customer journeys and support event‑based client activations.
• Support sales operations: daily reporting, order and returns processing, stock movements, inventory analysis and forecasting support.
• Track delivery performance and returns, support exception handling and root‑cause analysis to improve operational KPIs.
• Administer sales incentive programmes, respond to sales associate queries and ensure accurate incentive calculations and payouts.
• Collaborate cross‑functionally with after‑sales service on repairs triage and follow‑up to preserve premium client experience.

Qualifications

• Minimum 3 years' professional experience in e‑commerce, CRM or sales operations, preferably within luxury retail, watches or premium accessories.
• Proven experience executing CRM campaigns and clienteling initiatives with strong database and segmentation skills.
• Demonstrable ability to analyse web and commercial data and translate insights into operational or marketing actions.
• Familiarity with inventory management, order fulfilment processes, and sales incentive administration.
• Excellent stakeholder management and written/verbal communication skills; ability to work cross‑functionally in a matrixed organisation.
• Comfortable working in a hybrid office model and based in Manhattan, New York.

Skills

Experience

Minimum three years of relevant experience in e‑commerce, CRM, digital marketing or sales operations; prior experience in luxury retail or watches/jewellery is strongly preferred.

Education

Bachelor’s degree in Business, Marketing, Economics, Data Analytics or a related field preferred.

Workplace

Benefits

Medical insurance; bonus or commission structure; paid time off; retail holiday pay; 401(k) with automatic employee contribution; employee assistance programs.

Culture

The Maison balances deep horological heritage with a forward‑looking, innovative spirit; employees operate in a quality‑driven, client‑centric environment that values craftsmanship, precision and collaboration. As part of the LVMH group, the workplace emphasises high standards, cross‑functional teamwork and international brand stewardship.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.