e-Commerce Projects and Operations Manager M/F - Bonpoint

About the company

In a context of strong growth in Bonpoint's online sales in France and internationally, the e-commerce Projects and Operations Manager's main missions will be the construction and implementation of the international digital project roadmap and the web CRM strategy. They will also be responsible for the day-to-day management of the site (coordination of customer service, adv, post-purchase, etc.) in order to improve experience, satisfaction, and customer loyalty.

Your tasks

1) Projects Design and monitoring of projects aimed, on one hand, at improving the user experience on Bonpoint's Worldwide e-commerce sites to increase conversion and customer satisfaction, and on the other hand, at actively contributing to the company's omnichannel projects (e.g., OMS, etc.).

• Construction of the project roadmap in collaboration with the e-commerce director;
• Steering the project schedule to ensure the delivery of deliverables within the planned deadlines;
• Execution of projects from end to end (from requirement definition to deployment, including all stages of a project's life);
• Steering the web agency and monitoring site maintenance (TMA): monitoring and resolution of anomalies;
• Guarantor of budgets and implementation of reporting.

2) Customer Relations In close collaboration with the Bonpoint CRM team, make customer relations a central lever for web growth by defining and implementing a strategy to establish a lasting, personalized, and human relationship with each customer, and ensuring them irreproachable service.

• In close collaboration with the CRM team, steering customer requests and complaints related to e-commerce sites with the external customer service partner, with high quality requirements and measurable satisfaction objectives;
• Implementation of a clienteling strategy to maximize sales, particularly with VICs through repeat purchase, post-purchase follow-up, personalized reminders, reactivation actions, and steering actions in collaboration with the CRM team with an omnichannel objective (consistency between retail and e-commerce actions);
• Systematic analysis and exploitation of customer feedback (via the NPS tool) to identify pain points in order to ensure feedback to the customer and implement improvements;
• Steering and reporting of loyalty KPIs: repeat purchase rate, purchase frequency, lifetime value (LTV), retention rate;
• Collaboration with retail and CRM teams to ensure continuity of the customer relationship between online and offline channels.

3) Logistics, transport & post-purchase

• Monitoring of orders, identification and resolution of potential blockages;
• Steering of B2C logistics and transport providers with a level of requirement aligned with the house's positioning (on-time delivery rate, complaint rate, cost per order) and associated action plans;
• Steering the optimization of e-commerce packaging;
• Steering payment methods, fraud management, and optimization of payment conversion rates;
• Maintenance of the site's legal and reassurance elements (CGV, FAQ, return policy);
• Steering and implementation of the accessibility roadmap.

Requirements

• Master's degree (Bac +5), business school or engineering school;
• Minimum of 5 years of experience in e-commerce, ideally acquired in the retail and/or Luxury sector;
• Experience as a project manager and/or customer service/CRM manager;
• Project methodology (Agile);
• Proactive and enthusiastic attitude, entrepreneurial spirit, ability to find solutions, taste for innovation (including AI), autonomy, and ability to propose ideas;
• Proficiency in Excel;
• Experience with Shopify and basic knowledge of web programming languages;
• Structured, organized, analytical capacity, good interpersonal skills, agility, versatility, and curiosity;
• Fluent English, German is a plus.

Other

This list is not exhaustive and may evolve according to the company's needs.