E-Commerce Operations Manager - ZIMMERMANN
We have an exciting opportunity for a detailed focused and analytical Customer Experience Manager to join our Digital Online Team.
Summary about this job
Supervisors/Team Leaders
Company: Private Advertiser
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-1355-6397
Fax: +61-2-9089-8958
E-mail: n\a
Site: n\a
Detail information about job E-Commerce Operations Manager - ZIMMERMANN. Terms and conditions vacancy
- Leading Australian high end fashion designer
- Fast paced growing organisation
- Working in a supportive and experienced team
ZIMMERMANN is one of Australia's leading and most respected fashion designer brands. Zimmermann's ready-to-wear and swim and resort collections are sold through Zimmermann boutiques and high-end retailers, both in Australia and internationally. We maintain stand-alone retail stores throughout Australia, online, and internationally including New York, Los Angeles, Miami and London.
ZIMMERMANN also upholds a well-established wholesale business internationally with an enviable list of major stockists including Net-a-Porter, Barneys, Saks Fifth Avenue, Selfridges, Harrods, Le Bon Marche, to name some.
Based in Rosebery, we are currently seeking an Operations Customer Experience Manager to join our Digital Team. This role will be responsible for defining and executing the Operations Customer Experience Strategy, primarily focused on insights & initiatives to drive the best possible Zimmermann Customer Experience across digital globally.
The successful candidate’s key responsibilities include, but are not limited to:
- Define and execute a digital operations strategy focused on customer service excellence and frictionless fulfillment
- Be the Business Lead across AU, US & UK for the digital operations customer experience and be responsible for continuous improvement across all tangible aspects of the digital customer journey
- Monitor the customer impact on relevant digital projects e.g. digital NPS (net promotor score), CRM, speed and convenience of delivery, simple and easy returns, customer communications and engagement
- Provide leadership and ongoing development to the global Customer Service and Fulfillment teams, including creating global training & project roadmaps
- Using online analytics tools, monitor online customer behaviour and identify key non-converting journeys that could be driven to other channels
- Design and implementation of a VIP programme for Digital, in-line with Retail and the wider business VIP strategy
- Identify, test and scale effective sources for high net worth customer prospects impacting on the overall VIP Strategy
- Work collaboratively with the wider Digital team and stakeholders across the business such as Retail, Project Managers, SME’s, Marketing, PR and Finance on all initiatives
The Ideal Candidate
To be considered for this exciting position you must have 5 – 7 years’ experience as a Customer Service Manager/Customer Experience Delivery preferable in the Luxury Retail industry.
Specific requirements:
- Tertiary qualification in Psychology, Marketing or Business (preferred)
- Strong proficiency in Microsoft Office
- Demonstrated ability to establish and adhere to priorities in a fast pace environment
- Experience with Magento and Apparel 21 (preferred)
If you have a genuine knowledge of luxury fashion and can take ownership with excellent analytical skills, this role would be suitable for you!
Only short-listed applicants will be contacted.