CRM, E-Commerce & Sales Operations Specialist

Zenith CRM, E-Commerce & Sales Operations Specialist

• Function: Omnichannel and Data
• Sub-function: Client Development & E-Commerce

Founded in 1865 in Le Locle, Switzerland, ZENITH has been at the forefront of Swiss watchmaking for over 160 years, driven by a pioneering spirit and relentless precision. As the first vertically integrated Swiss manufacture, it revolutionized horology with in-house movements like the El Primero, the world’s first automatic chronograph. The CHRONOMASTER collection exemplifies ZENITH’s mastery of high-frequency chronographs, the DEFY embodies technical innovation with avant-garde designs, and the PILOT pays tribute to its rich aviation legacy with bold, adventure-ready timepieces. From 1865 to now, ZENITH is the heart of watchmaking.

Overview:

This role is responsible for enhancing and implementing digital and e-commerce initiatives, while also providing crucial sales operations support across the Americas. The specialist drives online sales, executes CRM and Clientelling strategies, optimizes the omnichannel customer experience, and ensures seamless operational efficiency in areas like inventory management, sales support, and reporting. The successful candidate will utilize data-driven strategies, digital innovation, and platform expertise to achieve business objectives and deliver premium customer experiences aligned with Zenith's luxury standards.

Key Responsibilities:

• E-Commerce and Digital Marketing:
• Collaborate with the global digital team to align e-commerce content and execution with the North America market for all product launches, promotions, and campaigns
• Monitor daily order flow across e-commerce platforms, flagging fulfillment, payment, and operational issues for timely resolution
• Support product catalog management across retail partners, ensuring accurate, consistent, and optimized product information and availability
• Assist in analyzing web analytics data including website traffic, conversion rates, and sales performance to identify improvement opportunities and provide actionable recommendations
• Track and report on the performance of digital marketing campaigns for internal and partner channels, providing regular updates and insights to inform strategies
• Support the implementation of digital marketing campaigns across various channels, including SEO, paid media, email marketing, and content marketing
• CRM and Clientelling:
• Support the execution of CRM campaigns and Clientelling initiatives across platforms, ensuring brand-aligned content and messaging at every touchpoint
• Maintain and update the local CRM database with accurate segmentation criteria to enable targeted and personalized marketing efforts
• Collaborate with the Director and HQ teams to integrate online and offline customer experiences, optimizing the omnichannel customer journey
• Serve as a liaison between retail and HQ CRM teams, sharing best practices and supporting event-based client activation projects

• Sales and Operations Support:
• Assist in sales operations including daily reporting, order processing, returns processing, stock movements, and inventory analysis to ensure smooth order fulfillment and sales execution
• Track delivery performance and returns, supporting exception handling and root cause analysis to ensure timely resolution of operational issues
• Support forecasting activities by providing data and analysis related to product sales trends
• Manage inventory for watches, accessories, and packaging, ensuring optimal stock levels and timely availability for all channel needs
• Work cross-functionally with the after-sales service department on repairs and triage of returned products to ensure timely follow-up
• Administer and track sales incentive programs, respond to sales associate inquiries, and ensure accurate calculations and timely payouts
• Support sales performance management by preparing periodic sales reports and analysis to report results, analyze trends, and identify opportunities and areas for improvement
• Administrative, Reporting & Process Documentation:
• Prepare monthly digital analytics reports on website traffic, campaign performance, and customer behavior for management review
• Coordinate with the Director to optimize traffic and conversion metrics across digital platforms
• Client Care:
• Collaborate with the Client Care team to communicate new launches, organize client outreach, resolve issues, and maintain high levels of customer satisfaction
• Ensure premium client experiences across all touchpoints through personalized communications and consistent follow-up

Skills Associated:

• Hard Skills:
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• E-Commerce Operations
• Inventory Management System
• Personalization
• Sales Performance Management
• Reporting
• Web Analytics
• Soft Skills:
• Adaptability
• Attention to Detail
• Collaboration
• Communication
• Tools & Technology:
• Salesforce Commerce Cloud
• Google Analytics
• SAP, Power Bi
• OneDrive, Zoom, Teams, SharePoint
• Excel, PowerPoint

ADDITIONAL INFORMATION

• Reports to: Director of Marketing (dotted line to Sales Operations Manager)
• Location: Manhattan, NYC
• FLSA Status: Exempt
• Direct Reports: None

Employee benefits: At our Maison, we offer a generous and comprehensive benefits package including medical insurance, bonus or commission structure, paid time off, retail holiday pay, 401k, automatic employee contribution, employee assistance programs and more.

Equal Employment Opportunity

Our Company values diversity and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, sex, gender (including gender identity and expression), pregnancy, age, sexual orientation, physical or mental disability, medical condition, genetic information, sexual orientation, marital status, familial status, veteran status, or any other legally protected status under applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, and to perform crucial job functions.