Mouawad enhances e-commerce experience to provide better solutions to jewellery e-shoppers 

The platform, built on the SalesForce Commerce Cloud, integrates SalesForce CRM and a customized Order Management Solution (OMS). 

Dubai: Mouawad, an international luxury jewellery and watchmaking brand, has decided to expand its e-commerce wing with FeatureMind, a leading provider of digital retail solutions in the United Arab Emirates and Turkey. 

The regional launch of Mouawad’s website employed a comprehensive approach, utilising FeatureMind’s curated digital solutions. The platform, built on the SalesForce Commerce Cloud, integrates SalesForce CRM and a customised Order Management Solution (OMS). This system coordinates with Mouawad’s Enterprise Resource Planning (ERP) system to manage catalogue, pricing, inventory, and order handling for both online and brick-and-mortar stores.  

The collaboration aims to revolutionize the luxury retail experience, delivering customised OMS solutions, omnichannel integration, inventory management, and customer analytics to ensure a personalized customer journey. The platform supports both English and Arabic, catering to a global audience with a particular focus on GCC clients. The CRM system, equipped with secure and connected data, adds a personalised touch to the customer experience.  

Leveraging FeatureMind’s omnichannel expertise, Mouawad has successfully launched its digital platform in the UAE, Saudi Arabia, and Qatar, further extending its international presence to markets including Hong Kong. Unlike generic e-commerce platforms, Mouawad’s new website offers a unique shopping experience, blending personalized home delivery options with the convenience of boutique collection. 

Maroun Abou Hamad, Group General Manager at Mouawad, expressed excitement about the strategic project: “At Mouawad, we are dedicated to delivering exceptional quality and luxury to our customers. This partnership aligns perfectly with our commitment to innovation and excellence. We believe this will not only enhance our customers’ experience but also drive growth and expand our reach. Together with Salesforce Commerce Cloud, we are poised to set new benchmarks in luxury e-commerce.” 

Rishi Patel, Group Information Technology Manager at Mouawad, emphasized the importance of this digital transition, “An integrated, comprehensive, and interactive digital e-commerce offering was an important next step in Mouawad’s customer journey. Our new digital platform is already generating leads and enhancing customer interactions. The FeatureMind team did a tremendous job of understanding our brief and the needs of the Mouawad clientele, seamlessly bringing our vision to life.” 

Looking ahead, Mouawad plans to expand its international presence, currently represented by boutiques in London and Hong Kong, with upcoming website launches in the United Kingdom and the United States. 

Retail Jeweller ME News