E-commerce Executive & Brand Administrator - Longines

The company

Longines is famous for the elegance of its timepieces and is a member of the Swatch Group Ltd, the world's leading manufacturer of horological products. Based in Saint-Imier, Switzerland since 1832, Longines watchmakers enjoy an expertise steeped in tradition, elegance and performance. With generations of experience as Official Timekeeper of World Championships and as a partner of international sports federations, Longines has created lasting and durable links to the world of sport. Longines sponsors over 40 sporting events every year, including the commonwealth game and various horse racing events including Royal Ascot.

Job description

To be the first point of contact for E-commerce customers UK website and support for Longines UK team on a day to day basis assisting with a range of customer enquiries and sales and warranty administrative tasks.

Key Tasks

Customer Care

  • Manage the daily e-commerce order enquiries and product requests from customers via e-mail, telephone and mail
  • Monitor all e-commerce orders to ensure they are processed efficiently and quickly
  • Manage customer expectations using the daily delivery updates to monitor and flag any delivery delays
  • Developing excellent customer relations and striving to create a luxury shopping experience both online and offline.
  • Using excellent product knowledge and passion for the brand to seek sales opportunities
  • Dealing with all complaints in a professional and timely manner
  • Liaise and work closely with the Longines customer care team on e-commerce product cases
  • Advise customers of the new website features: ‘Click & Reserve’, ‘Click & Collect’ and Straps.
  • Act as a Brand Ambassador and Brand expert internally and externally
  • Maintain the Brand’s reputation for excellent customer service
  • Assist to update client information and preferences on the salesforce CRM system
  • Understand the product catalogue in its entirety and use the digital catalogue to assist with queries.

Logistics + Finance

  • Facilitate communications with internal teams to highlight problems, updates and agree on resolutions
  • Process ZREs in SAP for returns and once completed by logistics refund in magento.
  • Work closely with the Finance team to detect and solve any payment, refund or fraud issues
  • Monitor and maintain all direct stock related to POS watches – replacement boxes, warranty cards, instruction books etc
  • Monitor the UK novelities watch stock on a regular basis to ensure relevant stock is always available
  • Liaise with the Eulog Coordinator and field team giving input on delivery dates and the allocation of short good products
  • Liaison between SGUK and Switzerland regarding stock information.

Website updates, Content & Third Party Retailer Websites

  • Assist with the development of future projects
  • Monitor the daily running of the website, reviewing both the user and customer experience
  • Planning the UK social calendar for Facebook on a monthly basis.
  • Reviewing third party websites to reflect the Longines brand image and advising the e-commerce teams of any web banner updates, web imagery and social imagery assets

Communication

Maintaining effective Customer Relationship Management by assisting enquiries from all retailers and private customers

  • Ensure that all retailers are kept up to date with current and new product launches.
  • Organise mailing to both retailers and end consumers (i.e. warranty card replacements)
  • Liaise with HQ on materials, stock enquiries and warranty card orders.

Sales Admin

  • Complete all relevant sales reports for Brand Manager and Longines HQ on a weekly and monthly basis
  • Manage all sales orders internally coordinating with HQ on latest availabilities and issues
  • Stock allocation and management on certain key lines
  • Liaise with relevant parties during opening of new accounts

Team Support

General support to all teams (sales, marketing, etc)

  • Be the point of contact for the team movements reporting

Plus any additional ad-hoc duties, this list is not exhaustive

Profile

  • Experience working in a Customer Care or Retail sales role for a luxury company
  • Background in E-Commerce and knowledge of front and backend operations
  • Experience in building strong, commercial relationships through a professional but personable approach
  • Experience with SAP, Magento and Salesforce CMS would be an asset
  • Articulate and eloquent with excellent communication skills
  • Good understanding of Microsoft Suite including Excel
  • Passion for luxury, ideally in Fine watches
  • Multi-tasker and ability to prioritise workload
  • Ability to keep calm and positive in stressful and busy periods
  • Reliable, enthusiastic and positive with a Team Player attitude
  • Ability to deal with difficult customers or situations
  • Be accommodating to changing work hours, shifts and holiday working

 

This is a description of the job as it is at present. It is the practice of The Swatch Group (UK) Ltd to periodically examine employees’ job descriptions and to update them to ensure that they relate to the job as then being performed, or to incorporate whatever changes are being proposed.