Head of Client & Ecommerce

The Purpose

• The Head of Client & Ecomm Experience plays a pivotal role in enhancing the overall client and e-commerce experience globally for De Beers London. This role is crucial in ensuring that every touchpoint reflects the brands standards and contributes to an unforgettable customer journey

Main Responsibilities

• Develop and implement a comprehensive client and ecomm strategy that aligns with the brands luxury standards and business goals.
• Define the vision goals and key performance indicators (KPIs) for the client and ecomm experience.
• Manage the departments budget ensuring efficient allocation of resources to maximise ROI. Regularly review and adjust budgets based on performance and strategic priorities.
• Ensure delivery reflects the brands luxury standards and uphold the brands identity across all customer touchpoints.
• Lead and manage the client service and ecomm teams fostering a collaborative environment and encouraging innovation and ownership among team members.
• Build strong cross-functional relationships to ensure cohesive execution of initiatives.
• Build strong relationships with clients partners and internal teams to create shared success.
• Continuously seek and implement innovative solutions to enhance the departments activity proactively identify opportunities to improve performance efficiency and customer satisfaction.
• Communicate with confidence ensuring alignment on priorities and expectations across teams.
• Provide guidance and transparency in daily operations ensuring consistency in execution.
• Demonstrate a problem-solving mindset making informed decisions and continuously improving processes.
• Simplify complex challenges ensuring teams and stakeholders understand objectives.
• Share industry knowledge insights and best practices to drive informed decision-making.
• Stay updated on industry trends and competitor activities to maintain a competitive edge.
• Lead the creative development of client and ecomm elements that differentiate the brand from competitors.
• Take accountability for delivering results that contribute to the success of the business.

What Youll Do

• Act Like an Owner: Take full responsibility for the client and ecommerce strategy and execution ensuring alignment with business goals.
• Create Clarity: Clearly define objectives expectations and standards for client and ecommerce elements. Communicate effectively to ensure alignment and understanding across teams.
• Empower Teams: Foster a collaborative environment where team members are encouraged to innovate and take ownership of their work. Support and enable colleagues to perform at their best
• Succeed Together: Build strong cross-functional relationships to ensure cohesive and successful execution of client and ecommerce initiatives.
• Challenge Conventions: Continuously seek and implement innovative solutions to enhance the client and ecommerce experience. Be open to new ways of thinking and encourage creativity within the team

Qualifications :

• Proven track record in leading client and ecommerce experience strategies and teams in a luxury setting.
• Strong understanding of luxury retail dynamics and customer expectations preferably in luxury jewellery.
• Exceptional communication and leadership skills. Proactive result-driven and collaborative.
• High attention to detail and commercial acumen. Ability to make informed decisions and drive continuous improvement.
• Adaptable and able to thrive in a fast-paced environment.
• Demonstrates a proactive and accountable mindset. Strong problem-solving abilities and a strategic mindset.
• Innovative thinker with a passion for enhancing customer experiences.
• Values craftsmanship innovation and a client-first approach.
• Committed to fostering a positive and inclusive work environment.
• Consistently striving for excellence and continuous improvement.
• Celebrates achievements learns from challenges and contributes to a positive work environment.

Additional Information :

• A great working environment
• Fantastic pension scheme
• 27 days of holiday bank holidays with the opportunity to buy or sell 5 more days
• Private Healthcare
• Mental health is a top priority for De Beers Group - we offer free subscription to Headspace and have mental health first aider
• Competitive salary
• Your Choice membership discounts
• Employee share schemes 
• Staff discount
• Free breakfast & lunch at onsite restaurant
• Free onsite gym
• Flexible benefits package 

Who we are

De Beers Group is a company with a rich history and a sparkling future. Since 1888 our experts have searched the world for natures most precious gem. Our diamonds bring beauty to the world. But we think they can do so much more. We want our diamonds and our business to make life brilliant for our people our customers and the world around us. Venetia Mine is part of De Beers Group Managed Operations Business which integrates mines operations and support functions in the De Beers Group producer countries of Canada and South Africa to shape a safe sustainable future for De Beers Groups people shareholders communities and partners.

Safety

Safety first is a way of life for us. We are unconditional about the safety health and well-being of our colleagues at work and at home and about that of the communities where we work. We aim to lead the industry by investing in innovation to protect people who are at the heart of our business. Our high performing teams take accountability for their own and others actions work collaboratively and always show care and respect.

Inclusion & Diversity

We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are. We provide equality of opportunity to enable everyone to fulfil their potential. Referrals incentive applicable: This opportunity is open to a paid referral incentive according to the Referral Policy. Referral incentives are applicable to De Beers Group internal employees only. 

Building Forever

Sustainability is at the heart of our decision-making it is how we do business.   Building Forever is key to our purpose as it represents our ambitious and holistic sustainability framework and is central to our ability to deliver long-term value to our communities and partners. This shapes how we protect our social and environmental license to operate build a long-term legacy in our host communities and earn consumers trust in our diamonds that they can wear with pride. 

Background Checks

Successful candidates will be required to complete background screening which may include a criminal check and validation of qualifications.

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Remote Work :

No

Employment Type :

Full-time