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Since 1868, the Swiss watch manufacturer IWC Schaffhausen has been crafting exquisite Haute Horlogerie, in which the precision is combined with exclusive design. As one of the world's leading brands in the luxury watch segment, our long-established company daily upholds the pioneering spirit and the innovative talent that underlie our success.

WE RECRUIT

To lead our Europe E-commerce & CRC team at our European office in Amsterdam, Netherlands we are looking for a

IWC E-Commerce & CRC E-Boutique Manager Europe

Reporting to the Global E-commerce Team lead, the Europe E-commerce & CRC Manager will  lead our e-commerce initiatives across the European market together with his team of 18.5FTE.

This senior role is for a commercially driven, natural leader, analytical individual who will be the face of e-commerce for Europe, ensuring business performance, customer strategy development, and people management.

Start: 01.09.2024

YOUR RESPONSIBILITIES

Business Performance

• Drive long-term e-commerce & CRC business strategy, own commercial objectives and related KPIS, and translate the IWC E-commerce HQ priorities and vision into actionable plans.
• Analyzing performance to identify business needs and turn them into individual actions and objectives
• Establish business driven action plans with the markets and propose activities to support local commercial objectives
• Ensure e-commerce operations comply with company policy while consistently improving the functioning of the boutique

Client Experience and business development

• Build in-depth customer knowledge specific to the Europe e-commerce market and create engaging yearly activations to drive business and enhance customer experience of the e-boutique
• Lead the team to host clients with the ability to establish strong relationships
• Execute service excellence to increase client satisfaction and retain customer loyalty
• Influence team to strengthen Client Relationship Management (CRM) mindset, utilize CRM tools and analysis to enhance client experience
• Manage client database by applying IWC’s guidelines
• In line with HQ priorities, develop a project roadmap, prioritize e-commerce initiatives, and collaborate with partners to identify new e-commerce business opportunities.

People Management

• Identify and recruit new talents, compose and retain a high performing team
• Lead by example demonstrating passion towards IWC, know our brand’s products, mission and value, operations and quality
• Build individual objectives and development plans, Conduct one-to-one coaching sessions to review performance and provide constructive feedback
• Oversee annual review process for boutique staff, assess team and individual performances and commissions
• Oversee commissions, manage budgets, and serve as a senior escalation point for VIP and select clients, ensuring a high standard of service and team performance.
• Manage a team of 3.5  direct reports and 18 indirect reports

WE ARE LOOKING FOR

• 4-5 years of team lead experience with background in luxury sales or CRC experience preferred
• Inspiring natural leader, able to positively lead, coach and develop talents / team members from different backgrounds
• Tech-Savvy and commercial-data driven, with strong e-commerce business knowledge and capacity to evolve in a complex corporate landscape
• Strong entrepreneurial spirit, leadership skills and sales skills
• Ability to analyze data & provide C-Level insights to drive the strategy
• Be a self-starter and result-driven, be an enthusiastic team player
• Build and deliver comprehensive and impactful written and oral communications
• Manifest customer centricity mindset in all aspects of the business
• Fluency in English, one more relevant European language is a plus
• Team player with good interpersonal competences and empathy