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.