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EMEA E-Commerce Operations Coordinator M/W
Ubisoft
Paris, , France
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Company Description
Ubisoft is committed to enriching players’ lives with original & memorable entertainment experiences. We build worlds that are a playground for the imagination, offering moments of surprise, fun and adventure as well as opportunities for learning and self-discovery.
At Ubisoft, you’ll grow and collaborate with highly talented teams from around the world. Our massively friendly work environment will inspire you to go above and beyond to create worlds people will fall in love with.
Job Description
You strongly believe that direct sales (B2C) are critical to Ubisoft? You put customer satisfaction on the top of your priorities? You’re looking to have a direct impact on Ubisofts’ ecommerce? This job is for you!
As part of the ecommerce team, you will manage and develop all EMEA B2C E-Commerce operations, for all product types – physical, digital, virtual currency and items, hybrid products – in order to make sure all products are available for sale on all touchpoints (website, widgets, Uplay Launcher – and more to come ?...). You will coordinate with the lineup manager to plan product releases and sales, anticipate pick and pack operations and make sure products are delivered on time to the end customer. As a responsible for fulfillment of all product types, you will be the cornerstone of customer satisfaction and will report directly to the EMEA ecommerce director. As part of the EMEA operations team, you will also report to the EMEA operations manager for physical flows and stock management.
Physical operations: From order processing, to fulfillment
• Responsibility for product flows, from manufacturing to the end customer
• Responsible for all orders fulfillment and global logistics performance
• Responsible for product business / sales setup
• Manage orders, stocks, assemblage / pick & pack, shipping
• Coordinate with internal services (manufacturing, trade, operations, subsidiaries, IT, Finance…) and with the e-commerce team for product availability
• Coordinate with Customer Support for returns and customer-oriented issues
• Manage our logistic partners and local carriers for all EMEA zone
• Manage, measure and improve carriers’ performance (time & quality)
• Develop localized, customer-oriented services
Digital Operations
• Be responsible for all digital products and items availability and fulfillment, including :
◦ Ubisoft games
◦ Aditional content (DLCs, ULCs, Season pass…)
◦ Virtual Currency
◦ Virtual items
• Responsible for product business / sales setup
• Coordinate with internal services (IT, Mercury, Finance, Prods) and with the e-commerce team for product availability
• Coordinate with Customer Support for returns and customer-oriented issues
Hybrid operations (physical + digital products)
• Be responsible for hybrid products availability and fulfillment (product business / sales setup mixing physical and/or digital with virtual currency and items)
Release management
• Manage logistic plans for all releases in order to reach 100% fulfillment on day1, on all locales
Focus on service and quality
• Proposes solutions to optimize flows and global costs
• Improve service quality
• Anticipate issues and propose compensation plans, in relationship with the customer experience manager.
Qualifications
• 3 to 5 years’ experience in physical B2C operations, ideally in an eCommerce environment
• Strong knowledge of the release management stakes
• Solid knowledge of eCommerce, focus on service and quality
• Proven ability to analyze complex issues and problem solving skills
• Ability to work closely with business stakeholders to define, implement and support travel products
• Strong customer orientation and the ability to work across multiple business divisions
• Must be highly flexible and capable of navigating through complex issues in a dynamic environment
• Excellent communication & inter-personal skills
• Ability to gain a quick understanding on technology