Overview
• Develop & implement Ecom growth initiatives to drive online sales and client experience
• Analyze and transform client data into actionable insights, aiming to acquire, retain, upgrade, drive long-term loyalty and maximize customer lifetime value


Ecom (Key Focus: CS & Operation, Ecom performance analysis)

□ Manage the daily operation of Graff.com and other Ecom platforms (Kakao, Hyundai.com), such as product launches, campaign deliverables, VM & inventory, order fulfilment (pick & pack, dispatch, return & quality check).
□ Plan and execute content in collaboration with Communication including product launch, campaigns, animations, etc.
□ Monitor Ecom sales & KPIs including daily, weekly and monthly analysis and reporting.
□ Analyze lower-funnel digital media performance & traffic and website use behavior in order to identify opportunities and provide actionable insights to Communication team / Media Agency.
□ Oversee daily operation of CS team in all contact channels, including chat, calls, emails, etc.
□ Responsible for providing best-in-class communication consistently to our clients in order to ensure client satisfaction and brand desirability.
□ Stay up-to-date on competitive landscape and market trends in digital & omni.

CRM (Key Focus: client data & insights, CRM in-store tool)
□ Extract, analyse and visualize client insights and identify business opportunities in CRM activities.
□ Define the objectives for each client segment and create customized communication, journeys, experience, gifting & treatment action plan for each segment.
□ Partner with Regional CRM team & Local Retail team on client experience plans to drive successful implementation of client engagement actions and animations.
□ Monitor and support stores to drive CRM KPIs in line with brand objectives (prospect capture & conversion, appointments, outreaches, etc).
□ Partner with Local Retail & Training team to ensure proper client data collection via CRM tool usage in stores.
□ Monitor CRM KPIs including monthly analysis and reporting.

• Language: native in Korean, fluent in English (mandatory).
• At least 5 years of relevant experience in Ecom/CRM in luxury sector.
• Bachelor degree in Business Administration, Marketing, Ecom or a related discipline.
• Good command in Google Analytics 4 and other marketing analytics tool.
• Salesforce Commerce Cloud & Service Cloud is a plus.
• Good command of Microsoft Office (Excel, PowerPoint).