Branded eCommerce in China

Increase market share in China through expanded sales channels and a stronger digital presence.

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Tiffany.cn, 2021

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My Role

As business and IT owner, I was accountable for successful project delivery, including the end-to-end design of business/technology solutions and an on-time/on-budget delivery.

Objectives

1. Deliver a shoppable brand site that meets local client expectations.

2. Create an ecosystem that can function during firewall outages.

3. Establish core digital services that can quickly be expanded.

Challenges

1. Localization of client experiences and business operations for Chinese consumers

2. Significant end-to-end business and system impacts

3. Locally hosted application landscape capable of operating during China firewall outages while remaining integrated to global systems

Scope

• Merchandising

  Assortment planning, site merchandising, eCommerce inventory management

• Commerce

  Product browse and navigation, account management, checkout, local payment tenders, live chat, SMS notifications

• Customer Service

  Third-party contact center setup, sales order management, case management, live chat, returns authorization, brand and process training

• Distribution

  3PL setup, customer fulfillment integration, local carrier integration, returns processing

• Finance

  Local payment processing, financial posting, reporting, eTax integration

• Infrastructure

  Local cloud infrastructure, China-based applications with global application integration

“I could always count on Stephen to deliver my most challenging projects—on time and on budget. ”

— Amy Kleinberg, former VP Customer-Facing Applications at Tiffany & Co.

Note: this project was delivered while under employment at Tiffany & Co. For more information, visit who i am.

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Related Experience

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