Design and develop the Company Omni-channel strategy & business, build & enhance the relevant operating model and lead its implementation and adoption worldwide, ensuring the coherent and smooth integration of all Omni-channel Company initiatives. Drive the retail evolution towards an omnichannel approach and experience.
Main Accountabilities
* Design and develop the Omnichannel strategy and business, involving all stakeholders across the Company departments and functions (Global Marketing & Communication, Business Units, Supply Chain, IT) in order to ensure integrated and well-prioritized action plans.
* Develop and evolve the Omnichannel operating model, including omni-channel processes, platform and new functions setup, ensuring smooth execution and continuous improvement through appropriate monitoring.
* Oversee and coordinate all the Omnichannel project streams, in order to ensure strategic alignment of the initiatives and specific capabilities build-up.
* Develop and evolve Customer Care operating model, establishing guidelines, client support standards and constantly monitoring KPIs.
* Drive the CRM strategy to build a solid Lead & Prospect/Customer Management program. Continue to invest in CRM skills building in all regions/teams
* Partner with the Supply Chain and oversee planning and allocation strategies providing feedback according to Omnichannel objectives.
* Partner with the Digital Marketing and Sales teams in order to define and develop the Omnichannel user experience across stores and B.com.
* Support the Omnichannel store operations assessment and evolution in terms of e-commerce user experience, in-store app development and integration with in-store processes & systems, providing input to improve Retail digital competences.
* Partner and provide input to Merchandising to ensure e-commerce needs are included in the overall assortment analysis.
* Lead and review the e-commerce budget (3-year plan & yearly budget) definition and revision, in close integration with other Retail functions, ensuring constant monitoring and corrective actions according to business opportunities and priorities
* Provide input and feedback to the Digital Communication & Content team to ensure that communication packages are in line with Omnichannel’s requirements
* Continue to build and evolve a robust Omnichannel metrics and reporting to measure performances in a ‘test & learn’ approach, while ensuring regular updates at Company and Group level
* Partner with IT to plan and prioritize Omnichannel projects and activities, optimizing resources and budget allocation, while leveraging on the latest trends/technologies
* Ensure a continuous assessment and benchmark of competition and industry trends, suggesting enhancements and challenging existing processes; identifying opportunities to partner with new providers and inject innovation into the team.
* Nurture and enhance Omni-channel Team skills in all geographies, while maintaining a collaborative and committed community.
Requirements
* Master’s degree in Business Economics or equivalent
* + 7/10 years experience as a Ecommerce/Omnichannel Director or similar roles, preferably within the luxury or fashion industry with focus on marketing or retail
* Proven track record of successfully developing and implementing omnichannel strategies
* Strong understanding of customer journey mapping and experience design
* Familiarity with e-commerce platforms and digital marketing tools
* Strong organizational and time management skills with the ability to meet deadlines and orchestrate different teams and projects in a complex environment
* Proactive mindset with the ability to take initiative and think creatively
* Strategic thinker with strong problem-solving abilities
* Innovative and forward-thinking, with a continuous improvement mindset
* Strong leadership and team management skills
* Fluency in English and Italian. Proficiency in additional languages is a plus.
E-Business & E-Merchandising, CRM & Retail Activations, Omnichannel Services, Client Service/Customer Care, Omnichannel Client Experience knowledge and experience is a plus
Scope: Worldwide
Reporting to: Global Sales & Retail Executive VP
Number of reports : 4 managerial positions
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