E-Commerce & Client Services Manager

B V L G A R I is looking for an E-Commerce / Client Services Manager to join its Latin America team!

Reporting to the Sr. Director of Operations & Omnichannel, this position is based in the Miami regional office, located in Coral Gables, Florida.

The Ecommerce & Client Services Manager for LATAM will play a pivotal role in advancing our digital presence and customer engagement in the Brazilian and Mexican markets. This position is responsible for developing and executing cutting-edge eCommerce strategies and client service initiatives that drive online sales, enhance customer satisfaction, and strengthen brand loyalty.

The successful candidate will lead a dedicated team of four, ensuring seamless operations and exceptional service across all digital touchpoints, while leveraging data-driven insights to optimize performance and deliver superior customer experience.

Key Accountabilities

360° Omnichannel Strategy

Deliver an integrated digital and in-person retail experience.
Align online and offline activations for a unified customer journey.
Ensure timely digital communication of key initiatives such as product launches and events.
Collaborate with marketing , CRM, merchandising and commercial teams for strategic alignment.

Customer Experience & Digital Optimization

Elevate the online customer journey and ensure consistent user experience.
Oversee website optimization and merchandising.
Engage with Google Reviews to maintain positive customer sentiment.
Manage digital tools like Google My Business, Maps, and Shopping, ensuring accurate digital store information.

Client Services Leadership

Ensure excellence in customer service and drive sales performance.
Oversee daily operations and guide the client service team.
Define and monitor sales targets and team KPIs.
Conduct performance appraisals and manage team development.
Develop Omni-CRM activations and manage CRM budgets for the channel.
Handle escalated cases and build scalable CS processes.

Data Analysis & Performance Reporting

Use data to drive decision-making and optimize performance.
Analyze engagement metrics and campaign results to ensure budget efficiency.
Monitor KOL and celebrity partnerships for ROI insights.

Digital CRM & Outbound Communication Strategy

Develop data-driven communication strategies to enhance customer loyalty and personalize the client journey.
Implement outbound CRM strategies through email, SMS, WhatsApp, and other channels.
Create personalized messaging flows to drive engagement and retention.
Work with CRM managers to align content, targeting, and automation.
Monitor and optimize CRM campaign performance based on data insights.

Digital Marketing & Campaign Strategy

Collaborate with the marketing and media team to drive online conversion and brand awareness.
Develop targeted digital campaigns, including personalized product carousels, upselling/cross-selling strategies, and remarketing initiatives.
Propose customer acquisition campaigns to optimize investment and attract high-value audiences.

Key Requirements

A minimum of 5 years of experience in e-commerce, digital marketing, or client services.
Experience in managing successful digital marketing campaigns and CRM strategies.
Expertise in digital marketing tools and platforms (e.g., Google Analytics, CRM software).
Knowledge of omnichannel retail strategies.
Strong leadership and analytical skills.
Proficiency in Spanish is required, Portuguese is a plus.

Qualifications

A minimum of 5 years of experience in e-commerce, digital marketing, or client services
Experience in managing successful digital marketing campaigns and CRM strategies
Expertise in digital marketing tools and platforms (e.g., Google Analytics, CRM software)
Knowledge of omnichannel retail strategies
Strong leadership and analytical skills

Benefits

Responsibilities

The Ecommerce & Client Services Manager for LATAM will play a pivotal role in advancing our digital presence and customer engagement in the Brazilian and Mexican markets
This position is responsible for developing and executing cutting-edge eCommerce strategies and client service initiatives that drive online sales, enhance customer satisfaction, and strengthen brand loyalty
The successful candidate will lead a dedicated team of four, ensuring seamless operations and exceptional service across all digital touchpoints, while leveraging data-driven insights to optimize performance and deliver superior customer experience
360° Omnichannel Strategy
Deliver an integrated digital and in-person retail experience
Align online and offline activations for a unified customer journey
Ensure timely digital communication of key initiatives such as product launches and events
Collaborate with marketing , CRM, merchandising and commercial teams for strategic alignment
Customer Experience & Digital Optimization
Elevate the online customer journey and ensure consistent user experience
Oversee website optimization and merchandising
Engage with Google Reviews to maintain positive customer sentiment
Manage digital tools like Google My Business, Maps, and Shopping, ensuring accurate digital store information
Client Services Leadership
Ensure excellence in customer service and drive sales performance
Oversee daily operations and guide the client service team
Define and monitor sales targets and team KPIs
Conduct performance appraisals and manage team development
Develop Omni-CRM activations and manage CRM budgets for the channel
Handle escalated cases and build scalable CS processes
Data Analysis & Performance Reporting
Use data to drive decision-making and optimize performance
Analyze engagement metrics and campaign results to ensure budget efficiency
Monitor KOL and celebrity partnerships for ROI insights
Digital CRM & Outbound Communication Strategy
Develop data-driven communication strategies to enhance customer loyalty and personalize the client journey
Implement outbound CRM strategies through email, SMS, WhatsApp, and other channels
Create personalized messaging flows to drive engagement and retention
Work with CRM managers to align content, targeting, and automation
Monitor and optimize CRM campaign performance based on data insights
Digital Marketing & Campaign Strategy
Collaborate with the marketing and media team to drive online conversion and brand awareness
Develop targeted digital campaigns, including personalized product carousels, upselling/cross-selling strategies, and remarketing initiatives
Propose customer acquisition campaigns to optimize investment and attract high-value audiences

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E-Commerce & Client Services Manager