E-Commerce & CRM Manager

LVMH FRAGRANCE BRANDS; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Givenchy Beauty in London seeks an E-commerce & CRM Manager to lead the digital storefront. You will shape the ecommerce and CRM strategy, drive traffic, optimise campaigns, and partner with HQ to deliver a best-in-class client experience through storytelling and performance marketing.

You will own the annual trade activation, localise content, manage loyalty and CRM programs, and align with Marketing, Commercial, and Operations to meet KPI and profitability targets.

Qualifications

• Strong e-commerce experience and understanding of e-commerce management.
• Knowledge of the UK market and beauty industry.
• Experience in CRM and loyalty programmes.
• Strong analytical and forecasting capabilities.
• Excellent communication and project management skills.

Responsibilities

• Define and drive the eCommerce & CRM strategy and annual trade activation.
• Launch 360s in sync with marketing for launches and sustain moments.
• Localise content on the website in collaboration with HQ.
• Manage samples and gifting strategies to drive conversion.
• Oversee site updates, merchandising, and daily performance checks.
• Lead demand forecasting and collaborate with logistics and CS for KPI targets.

Skills

E-commerce strategy

CRM management

UK market knowledge

Analytics & reporting

Team leadership

Tools

Microsoft Office

Excel

PowerPoint

Job description

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’ mind set, 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 story telling 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 synchronisation with marketing to deliver comprehensive launch and sustain moments.
• Collaborate with Givenchy HQ on localising 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 optimisations to support sales.
• Build and submit business cases to Givenchy HQ for new site features and other optimisations

Traffic Acquisition & Customer Acquisition

• Manage & optimise 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, optimisations, & 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.

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 givenchybeauty 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 whilst 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 e-commerce channel.

Lead, Manage & Inspire

• Coach and develop direct reports giving regular feedback on performance as well as ad-hoc training session to allow 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.

Person Specification

Strong e-commerce experience and understanding of e-commerce management

Knowledge of the UK Market.

Knowledge of 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 organised and detail-oriented, with a strong ability to manage multiple projects simultaneously with un-prompted follow-through