Specialist E-Commerce Operations & Client Services

BIRKS. PURE DELIGHT.

Established since 1879, Birks is a luxury jewellery store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each and every one of our clients.

ARE YOU OUR HIDDEN GEM?

Under the general supervision of the Sr Director, Unified Commerce, the Specialist E-Commerce Operations will be responsible for daily maintenance and overseeing of the day-to-day perfect Ecomm operations of the Birks Ecomm website(s) and 3rd party capsule websites running on our platform (example: Rolex). You’ll take care of inventory updates, collecting assets and pricing for product uploads, following up with relevant departments to collect information and inquire after needed merchandise, as well as assisting the Senior Manager Content with updates and maintenance to product information on the website. You will continuously look to improve conversion rate, and make sure with the whole team that the website(s) is/are technically always ahead of the competition to help the Ecom division achieve their targets

In Addition, the Specialist, E-Commerce Operations & Client Service will be expected to…

• Product Information Management:

Updated and maintained product information on SFCC (Salesforce Commerce Cloud), ensuring accuracy in product specifications, pricing, descriptions, images, attributes, shipping restrictions, categorization, titles, and enhanced product content. This includes translation of the product from English to French.

• Promotion Management:

Create and manage promotions in the SFCC back office, ensuring thorough testing before launch, timely activation, and deactivation.

• Special Order Management:

Create special order links for clients assisted by Customer Service and facilitate employee purchases.

• Stock Monitoring and Coordination:

Monitor and update out-of-stock products on the website, coordinating with Merchandising teams for replenishment updates.

• Technical Support:

Website Filter set up and management, provide second-line technical support to Client Services to resolve customer website issues and organize improvements for recurring technical problems.

• Collaboration with Senior UX & CS Manager:

Work closely with the Senior UX & CS Manager to troubleshoot online customer experience problems and provide insights on enhancement opportunities

Maintain product and SFCC knowledge by attending trainings and workshops

EDUCATION

College degree or Bachelor

EXPERIENCE

• 3 years’ of relevant experience in E-Commerce and/or order fulfillment with at least 1 years of experience working with Salesforce Commerce Cloud EcomM platform
• Data entry experience

SKILLS

• Fully bilingual (English, French)
• Excellent written and verbal communication skills (English, French)
• Proactive, strong operational sales-drive
• Strong attention to detail and ability to multi-task
• Time management, analytical, problem solving and decision-making skills
• Proficient with web-based applications and common software
• Solid knowledge of MSOffice (Word, Excel, PowerPoint and Outlook), of which Excel is crucial for this role
• Solid knowledge of SFCC Business Manager is crucial for this role
• Knowledge of Microsoft D365 is an asset

OUR PROMISE OF DELIGHT

At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships.

In return for your commitment to excellence, we offer…

• Competitive earnings
• Social benefits
• Wellness program
• Award and recognition programs
• Innovative and unique training programs
• Employee discounts

Come join us at Birks, and let your true self shine!

Are you the gem we are looking for?