• Job Description

  Req#: BULG09393
  
  Position
  
  
  E-Commerce & Client Services Manager
  B V L G A R I is looking for a E-Commerce / Client Services Manager to join its Latin America team!
  Reporting to the Sr. Director of Operations & Omnichannel, this position is based in the Miami regional office, located in Coral Gables, Florida.
  The Ecommerce & Client Services Manager for LATAM will play a pivotal role in advancing our digital presence and customer engagement in the Brazilian and Mexican markets. This position is responsible for developing and executing cutting-edge eCommerce strategies and client service initiatives that drive online sales, enhance customer satisfaction, and strengthen brand loyalty.
  The successful candidate will lead a dedicated team of four, ensuring seamless operations and exceptional service across all digital touchpoints, while leveraging data-driven insights to optimize performance and deliver superior customer experience.
  
  
  Job responsibilities
  
  
  Key Accountabilities:
  360° Omnichannel Strategy
  • Deliver an integrated digital and in-person retail experience.
  • Align online and offline activations for a unified customer journey.
  • Ensure timely digital communication of key initiatives such as product launches and events.
  • Collaborate with marketing, CRM, merchandising and commercial teams for strategic alignment.
  Customer Experience & Digital Optimization
  • Elevate the online customer journey and ensure consistent user experience.
  • Oversee website optimization and merchandising.
  • Engage with Google Reviews to maintain positive customer sentiment.
  • Manage digital tools like Google My Business, Maps, and Shopping, ensuring accurate digital store information.
  Client Services Leadership
  • Ensure excellence in customer service and drive sales performance.
  • Oversee daily operations and guide the client service team.
  • Define and monitor sales targets and team KPIs.
  • Conduct performance appraisals and manage team development.
  • Develop Omni-CRM activations and manage CRM budgets for the channel.
  • Handle escalated cases and build scalable CS processes.
  Data Analysis & Performance Reporting
  • Use data to drive decision-making and optimize performance.
  • Analyze engagement metrics and campaign results to ensure budget efficiency.
  • Monitor KOL and celebrity partnerships for ROI insights.
  Digital CRM & Outbound Communication Strategy
  • Develop data-driven communication strategies to enhance customer loyalty and personalize the client journey.
  • Implement outbound CRM strategies through email, SMS, WhatsApp, and other channels.
  • Create personalized messaging flows to drive engagement and retention.
  • Work with CRM managers to align content, targeting, and automation.
  • Monitor and optimize CRM campaign performance based on data insights.
  Digital Marketing & Campaign Strategy
  • Collaborate with the marketing and media team to drive online conversion and brand awareness.
  • Develop targeted digital campaigns, including personalized product carousels, upselling/cross-selling strategies, and remarketing initiatives.
  • Propose customer acquisition campaigns to optimize investment and attract high-value audiences.
  
  
  Profile
  
  
  Key Requirements
  • A minimum of 5 years of experience in e-commerce, digital marketing, or client services.
  • Experience in managing successful digital marketing campaigns and CRM strategies.
  • Expertise in digital marketing tools and platforms (e.g., Google Analytics, CRM software).
  • Knowledge of omnichannel retail strategies.
  • Strong leadership and analytical skills.
  • Proficiency in Spanish is required, Portuguese is a
  
  

• About the company

  While the majority of design, production and marketing is overseen and executed by Bulgari, the company does, at times, partner with other entities.

Notice