Job Description

E-Commerce & Client Services Manager

B V L G A R I is looking for an 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.

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.

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 plus.

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