MAIN PURPOSE

Reporting to the Commercial Director, the jobholder is the main point of contact for the entire Direct to Consumer network (Internal Retail, e-commerce and CRC) and in charge of developing and supporting all commercial activities in the region.
He/she is the warrant of a consistent quality of experience in all the touch points and the coordinator to implement the strategy across all the departments of the brand.

RETAIL AND E-COMMERCE

Support the Retail team in setting up processes, tools and KPI’s to drive performance
Work closely with Boutique Managers and their teams to leverage sell out opportunities
Ensure the implementation of HQ guidelines in all markets
Oversee and optimise various aspects of e-commerce in collaborations with operations team
Proactively propose business development opportunities to recruit new clients
Act as a project manager in diverse DTC projects in coordination with HQ team
Preparing internal and external presentations and ensure figure accuracy
Support all DTC activations amongst the whole regional network

CRC

Backing up CRC team to build and maintain relationships with IWC clients
Ensure smooth communication between IWC and CRC Team
Providing support to CRC team aligning customer service with brand standards
To ensure customers receive excellent and consistent service
Act as a project manager in diverse CRC projects in coordination with HQ team
Analyse CRC service to establish whether all personnel are following IWC best practice
Establish and monitor CRC KPIs
Clearly communicate expectations to CRC team
Schedule regular check-ins and retraining sessions

ANALYSIS AND REPORTING

Daily Sales reporting and analysis - bringing together monthly sales reports and figures in coordination with the Operations Department
Product performance reporting and analysis
Executing, tracking and analysing the targets and KPI’s
Preparing and coordinating monthly business review
Developing new reporting on Ad-hoc basic based on business needs

Requirements For The Role

Business degree. At least 2-3 years’ experience in the retail industry.
Strong understanding of client experience required.
Strong display of emotional intelligence.
Excellent interpersonal, communication, organization, follow up and problem-solving skills required.
Knowledge of customer service practices
Strong analytical skills, ability to manage and synthesize high volume of data
Good understanding of CRM systems.
Results driven, effective team player, collaborative approach.
Proven to be resilient
Proficiency in MS Excel and PPT is a must
Proficiency in English. Arabic not mandatory but is a plus.

Position Based in Dubai, UAE.

Retail Operations Executive