Overview
DIRECTOR, OMNICHANNEL Jobs in New York, United States at CELINE
Title: DIRECTOR, OMNICHANNEL
Company: CELINE
Location: New York, United States
Position
CELINE is a fast-growing French and Leather-Goods Couture House that belongs to LVMH group driven by a new holistic and creative project led by Hedi Slimane, its Artistic, Creative and Image Director.
CELINE’s ambition is to become one of the most iconic luxury brands worldwide.
To make this vision a reality we are looking for enthusiastic, agile and passionate personalities who are eager to evolve in a demanding environment.
YOUR WORK ENVIRONMENTAs Director, Omnichannel, you will be responsible for leading and managing all aspects of Celine North America omnichannel ecommerce (US + Canada), with the main P&L responsibilities. You will be part of the North American Leadership team with a direct report to the President North America. You will partner very closely with Celine Global Headquarters on the ecommerce strategy and growth plan for the local market, including merchandising, supply chain/logistics, omnichannel operations (warehouse and ship-from-store), client service, payments/fraud, user experience and marketing.
This experience will enable you to oversee an ecommerce department in a ‘full-omnichannel’ business model. Driven by our client proposition of “one client database; one product offer; one stock”, CELINE strives to deliver a seamless brand experience across all channels through services such as order-from-store and returns-to-store in an omnichannel buying and merchandising approach.
YOUR IMPACT
E-Commerce
Be responsible for the business generated by Celine.com North America (NAM= US+Canada websites). Own the business forecasting and the strategic plan to drive top line sales and meaningfully enhance the Celine ecommerce/omnichannel client experience;
Drive and monitor the P&L of Celine.com NAM and all relevant KPIs for the digital business (traffic, conversion rate, AOV, UPT, net sales);
Build a strong, daily partnership with NAM Retail network to develop “Omnichannel mindset” and ensure optimal client experience across all touch points of the brand (incl. store fulfillment)
Partner with Celine HQ performance marketing and traffic acquisition specialists (based in France) on monitoring regional performance and 3rd party agency deliverables;
Monitor local ecommerce activities and trends, analyze client behavior, and identify action plans for global team to consider; partner with local teams (incl. Clienteling, Merchandising, Supply Chain) to implement
Assess the customer journey and allocate the appropriate efforts to improve the client experience, from order placement to delivery and returns;
Oversee fulfillment operations at warehouse
Identify and develop efficiencies for optimal operations in partnership with Retail Operations, Logistics, Supply Chain, Merchandising and Retail, and serve as the voice of Celine Omnichannel to ensure client SLAs are met;
Directly supervise Ecommerce team (2 FTEs) and indirectly manage Warehouse teams
Client Service Center
Oversee Client Service Center and ensure that it meets performance KPIs, and optimizes fraud & payment practices
Support Client Service Center development as a store through launch of new tools and strategies, incl. partnership with the CELINE Clienteling department
Directly supervise a CSC manager who is overseeing a team of 8 FTEs
Store Orders
Further support Retail network in developing “Omnichannel mindset” and leveraging CELINE tools to walk the “one product offer; one stock” talk in …
