Key Responsibilities:
Oversee the day-to-day operations of the Hermès Website, including order processing, inventory management, and customer service inquiries.
Inventory Management:
- Responsible for an internal transfer and worked closely with the store team to ensure efficient stock transfer processes.
- Ensure the pre-order items are accurately represented on the website, with precise stock level information for an optimal customer experience.
- Conduct comprehensive stock reconciliation reports on a weekly and monthly basis.
Website Visual Management:
- Maintain our visual merchandising to be aligned with HI guidelines and strategize daily product displays to improve customer engagement and drive online sales.
- Liaise with the Development team to address any website errors or issues that could potentially impact the customer journey.
Customer Experience Management:
- Streamline the customer search experience to ensure effortless product discovery.
- Facilitate and support Store/Sales Associates, manage the performance of pick-up/return of web-to-shop/collect-in-store orders, and address operational issues when necessary.
- Routinely conduct customer analysis reports and provide strategic guidance to the customer service team to enhance customer engagement.
Optimize Operational Efficiency:
- Guarantee the accurate fulfillment of all orders within the stipulated lead time.
- Uphold high standards in warehouse packaging and responsible for replenishment.
- Regularly contact the 3PL for monthly reporting and collaborate closely on any arising issues.
- Monitor cancellation/return/exchange orders closely and highlight any urgent cases to the manager promptly.
- Take on the responsibility for all aftersales service claims.
Experience Required:
- At least 3 years of proven experience in e-commerce operations or the luxury retail industry.
- Proficiency in Microsoft Office; especially Excel (Vlookup, Xloopup, Pivot Table) and PowerPoint with presentation skills.
- Strong understanding of e-commerce platforms and best practices.
- Excellent problem-solving skills and attention to detail.
- Ability to work independently and hands-on.
- Passion for the brand.
- Fluent in English and Thai.
- Team player.
