VP of Ecommerce & Client Services, Americas

TAG Heuer: The Swiss Avant-Garde watchmaker since 1860. Avant-garde is our culture and philosophy. Our unique heritage is built on a disruptive mindset, an innovative approach and a cool, free-minded spirit to think ahead. TAG Heuer watches and chronographs are an authentic concentration of innovation, design and engineering for bold, confident people who are connected to the future.

POSITION SUMMARY:

As the VP of Ecommerce & Client Services, your mission is to architect a premium omnichannel journey, broaden our digital presence throughout the Americas (USA, Canada, Mexico and Brazil), and drive the change to become truly customer centric. You will be at the helm of our local ecommerce strategy, working in sync with our headquarters teams across various domains—ensuring seamless integration between online merchandising, digital marketing efforts, brick-and-mortar retail operations, and wholesale dynamics. Reporting directly to the Regional President, you will lead a dedicated team of three direct reports (Ecommerce, CRM and Customer Care). The position can be based out of Miami, FL / Springfield, NJ / or New York, NY.

MAIN RESPONSIBILITIES:

Strategic Leadership:

• Revenue Growth Strategy Development: Craft and implement comprehensive ecommerce strategies with a keen focus on enhancing conversion rates to drive significant revenue growth in the Americas.
• Performance Analysis & KPI Management: Establish and monitor key performance indicators (KPIs) to measure the success of ecommerce initiatives, utilizing data analytics to generate actionable insights that inform strategic decisions.

Ecommerce Management:

• Digital Marketing Collaboration: Partner strategically with digital marketing teams to propel targeted media campaigns that amplify traffic through search engine marketing (SEM) and various social media channels.
• Platform Optimization & Expansion: Oversee the advancement of the ecommerce platform by improving website functionality, user experience, and performance metrics. Spearhead efforts to extend TAG Heuer’s digital footprint into new markets—Mexico, Brazil—and localize for Canada.
• Market Trend Analysis: Diligently analyze market trends, consumer behavior patterns, and competitive intelligence to identify potential avenues for growth and introduce innovative solutions. LVMH digital team will accompany you.
• Holistic Omnichannel Integration: Ensure seamless integration of ecommerce activities with marketing, sales, product development, IT functions etc., aligning digital strategy with broader business objectives across all platforms.

Customer Relationship Management (CRM):

• CRM System Innovation: Improve the CRM knowledge et activations across the channels and propose Client loyalty / retention / acquisition actions across all channels.
• Client Activation Program Design: Animate the Client segmentations with distinctive and valuable services and support retail teams to activate their database.

Customer Care:

• Client Activation Program: Design a state-of-the-art Client Activation program that aligns with customer segmentation strategies. This initiative should employ innovative techniques to engage clients effectively, ensuring high levels of satisfaction and loyalty from initial contact through the entire customer lifecycle.
• Adoption of Client Data Tools: Spearhead the integration and utilization of advanced client data tools throughout various channels. The objective is to harness analytics and insights to enhance decision-making processes, personalize customer interactions, and streamline service delivery in the Americas.
• Service Excellence Framework: Craft and enforce comprehensive client service policies, procedures, and standards that uphold our brand promise. The goal is to deliver consistently outstanding experiences across all touchpoints in the customer journey, thereby setting new benchmarks for service excellence in our industry.
• Team Leadership & Development: Lead by example as you guide a team of omnichannel specialists, client service representatives, and support personnel toward exceeding departmental goals. Mentor staff with an emphasis on skill enhancement, career progression, and performance excellence while fostering a culture of teamwork and continuous improvement.
• Market & Customer Insight Analysis: Conduct thorough analyses of market trends, consumer behavior patterns, and competitive dynamics to pinpoint opportunities for strategic growth. Employ these insights to drive innovation within our services portfolio while remaining responsive to evolving market demands.
• Performance Metrics & Reporting: Establish robust Key Performance Indicators (KPIs) that accurately gauge the effectiveness of e-commerce operations and customer care initiatives. Maintain accountability through regular reporting protocols that offer actionable intelligence to senior leadership teams.

Team Development:

• Leadership & Mentorship: Lead by example as you mentor a team; It is expected that you will be very hands on, as you set departmental goals while fostering an environment conducive to achieving them.
• Skill Building & Training Implementation: Identify skill gaps within your team / other channels and oversee training programs designed to enhance capabilities in line with evolving industry standards and technologies.

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor's degree in related field required, MBA a plus
• 15 years in digital and client experience with growing responsibilities, ideally in an omni-channel environment.
• Exhibit comprehensive knowledge of current digital ecosystems along with proficiency in utilizing various platforms/tools that enhance online user experiences—demonstrable outcomes from previous roles are expected.
• Display strong leadership capabilities alongside success stories of fostering high-performance teams.
• Communicate effectively at all levels within an organization—clarity in vision setting coupled with executional excellence is key.
• Ability to define a vision, operationalize the delivery, and monitor and pivot as you learn.
• Proven track record of converting complex data into actionable improvements.
• Expert in ecommerce technology/tools/partners

Salary Range: $190,000-220,000

Employee benefits: At our Maison, we offer a generous and comprehensive benefits package including medical insurance, bonus or commission structure, paid time off, retail holiday pay, 401k, automatic employee contribution, employee assistance programs and more.

Equal Employment Opportunity: Our Company values diversity and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, sex, gender (including gender identity and expression), pregnancy, age, sexual orientation, physical or mental disability, medical condition, genetic information, sexual orientation, marital status, familial status, veteran status, or any other legally protected status under applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, and to perform crucial job functions.