Provides operational support to the Customer Service team while managing escalations and complaints. Manages KPI’s for calls/ email interactions to develop the customer experience on and off-line. Debriefs with manager weekly and conducts monthly recaps. Monitors Order Processing Team, to ensure timely process of all orders/ returns, etc. Tests and/or troubleshoots new website evolutions and reports any bugs/ glitches as a liaison between our NY office and our Paris web team. Provides full follow up to ensure issues are resolved. Facilitates upcoming and ongoing projects, and test new developments to better the customer experience online. Tracks and analyzes sales results from newsletter and social media traffic. Provides detailed market analysis and competitor benchmarks while identifying and reporting on current fashion trends. Optimizes internal workflows to increase speed and efficiency. Prioritizes tasks to ensure increased productivity and project management. Identifies roadblocks and opportunities to grow our online VIP list. Manages corporate orders in coordination with buyers

Develop, implement and manage our social media strategy Define the most important social media KPIs Manage and oversee social media content Measure the success of every social media campaign Stay up to date with the latest social media best practices and technologies Use social media marketing tools such as Buffer Work with copywriters and designers to ensure content is informative and appealing Collaborate with Marketing, Sales and Product Development teams Monitor SEO and user engagement and suggest content optimization Communicate with industry professionals and influencers via social media to create a strong network