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Senior Manager – Ecommerce Operations
Fashion Industry Company
Diegem, , Belgium
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JOB DESCRIPTION
In this role you will define the operations strategy and road map, while at the same time managing the day-to-day running of our owned and operated eCommerce in Europe across both Levi’s® and Dockers® (Company website and Company website) across all the 16 European countries in which we sell. You will actively own the relationship with external suppliers across warehousing, outbound logistics and payment/ fraud protection; ensuring SLA’s are monitored and met, and ensuring accurate cost planning and tracking in close cooperation with our Finance function. You will also ensure that outside of day-to-day business we put our focus on the relevant projects in order to deliver even better service to our consumers while becoming a leading edge Omni channel retailer. Furthermore you will develop and deliver the operations road map in close cooperation with the Global Operations team in our San Francisco headquarters.
Responsibilities
Manage the relationship with our external partners for fulfillment (warehousing and outbound logistics), customer service and finance/back office services. Interface with global counterparts to make sure that each of these services are working properly and gets the necessary product/ technology support.
Ensure we have the right payment types, working optimally for each of our markets.
Ensure we have the right fraud management tools, teams and systems in place that will keep fraud at consistently low levels while ensuring high acceptance rates and low numbers of false positives.
Actively contribute to defining the technology roadmap for anything related to the backend systems & processes; constantly monitor how we execute against this roadmap and ensure we set the right priorities when there are trade-offs in close cooperation with the global product management and technology teams.
Constantly monitor and optimize purchasing process for high conversion through the payment and check-out funnel. Ensure suggested improvements make it onto the roadmap and get executed.
Constantly monitor the quality of and improve our customer service delivery in our third party call center. Ensure plans are accurate and SLA’s are met, monitor and improve customer satisfaction. Take care of complex customer requests where necessary.
Develop and maintain a knowledgebase for the procedures and tools necessary to operate as a global business unit (across all geographies and multiple functions).
Partner with Distribution and other LS&CO teams to define business requirements and establish long-term vendor relationships for logistics and customer service for the Europe region, including emerging markets such as Russia or Turkey.
Partner with LS&CO Legal to ensure customer data is protected and ensure compliance with European data privacy laws.
As a member of the global eCommerce operations team, identify and execute improvement projects for Europe as well as global.
Requirements
University degree in business administration or equivalent by direct work experience in an e-commerce support function
Significant commercial experience gained in an eCommerce operations role
Experience of working in an international environment with a global-local matrix
Previous experience in a retail environment can be an asset
Experience at working both independently and in a team-oriented, collaborative environment is essential
Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
Reacts to project adjustments and alterations promptly and efficiently
Flexible during times of change, capable of dealing with a fast-moving and quickly-developing environment
Ability to communicate in an effective, confident manner with colleagues and external partners
Willing and able to take initiatives and execute against ambitious project plans
Solid working knowledge of current IT technologies
Specific interest in emerging technologies & fashion
LOCATION
Belgium, Diegem
FULL TIME/PART TIME
Full time