E-commerce Operations Manager

SUMMARY:
The Operations Manager will be responsible for Payment, Fulfillment and Customer Service. Primary responsibilities will include payment related tasks like risk management, payment portfolio development and payment monitoring, as well as maintenance of smooth fulfillment processes and the development of new logistics services.

POSITION INFO:

Objectives

• Manage payment and logistics processes and develop expertise regarding the connection between different payment types & delivery concepts, their impact on user experience as well as possibly affected risks.
• Work with the 3rd Party Payment and Logistics Providers to ensure superior operations and satisfying customer experience.
• Proactively monitor performance of payment methods and run analytics to discover irregularities or needs for different markets.
• Proactively review existing work structures, processes and service providers to ensure an efficient, resilient and scalable system landscape.
• Run regular risk management reports and develop measures to prohibit fraudulent orders and cash loss.
• Liaise with Warehouse and eCom Warehouse to ensure efficient logistics processes, support expansion to new markets and new delivery methods.
• Develop powerful reporting to monitor outbound and inbound Warehouse Operations performance and find potential room for improvement.
• Provide forecasts for demand planning of orders, replenishment and return behavior in order to guarantee effective resource planning of the Service Providers.
• Ensure a smooth order flow through all operations systems and interfaces – from order placement to fulfillment in the eCom warehouse – to keep the delivery promise to the customer.
• Manage Testing of new features and changes of the webshops, on multiple devices and web browsers – providing outlined test scenarios and detailed feedback.
• Lead the implementation of new eCom systems and processes from the definition of business requirements to the successful rollout.
• Handle 2nd level customer complaints / concerns professionally with good communication skills. Liaise with all necessary internal and external parties to find satisfactory solutions in a timely and efficient manner.

Qualification & Functional Competencies

Education           

• Bachelor’s degree in Supply Chain Management / Logistics or similar.

Experience        

• 2-3 years of eCommerce experience.
• Proven experience in managing cross-functional projects.
• Proficiency in Microsoft Office products, Microsoft Excel is essential.
• Ability to effectively prioritize various tasks in a fast-paced environment
• Experience in coordinating internal and external service providers
• Profound analytical skills and ability to work with details
• Willingness to take own initiatives and work independently on assigned tasks with little guidance as well as accept direction on given assignments
• Strong written and verbal communication skills

Organisational Relationships

Internal

• Global and regional eCommerce teams
• Global and regional Retail teams
• Global and regional eCommerce teams
• Finance & Accounting team
• Logistics and operations team
• Merchandising team

External

• Third Party Logistics
• Payment Provider
• Customer Service Provider
• Web Development Service provider

NB! This job is now closed. You can apply for other jobs by uploading your CV.