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Senior Manager Omnichannel Operations

Land : Nederland Nederland

Stad : Amsterdam

Categorie : Productie - Kwaliteit

Contracttype : Vast

Dienstverband : Voltijds

Jobomschrijving

Senior Manager Omnichannel Operations
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Area: Market Europe
Department: Integrated Marketplace eCommerce
Subsidiary/country: Netherlands
Location: Amsterdam
- Senior market and eCommerce management
- Market retail operations team
- Market supply chain
- Market eCommerce project and programs team
- Global Omnichannel solutions
- Global Digital Product teams
Purpose & Overall Relevance for the Organisation:
The Omnichannel Operations team drives omnichannel operational performance across involved functions (IT/SCM/Retail/eCommerce). Designs and owns e2e operational reporting, covering order management and fulfillment. Runs analysis of consumer NPS, aligns improvement plan across required functions. Designs, plans and drives operational excellence initiatives to improve efficiency and performance.
The role owns e2e omni operational performance and omni consumer journey.
Has strong focus on driving collaboration across many functions, including ecom, Global Product, IT, SCM and Retail. Is critical to the overall success of the eCommerce business through delivering high operational performance and driving operational excellence for omni part of the business.
Key Responsiblities:
- Monitor full order lifecycle to ensure seamless consumer experience, and following up on exceptions as identified
- Work closely with Retail teams, IT, Product and and Supply Chain teams to investigate operational performance and SLA achievement, focused on resolving issues where identified
- Provide regular updates to wider operations team on SLA achievement and KPIs
- Formalize consumer journey to align consumer experience vision and support successful delivery of new experiences across touchpoints, channels and departments
- Establish performance measurement system to track ongoing progress towards operational excellence and achievement of pre-agreed targets. This involves close partnership with internal departments to develop the relevant service standards and KPIs
- Plan and implement improvement program to enhance operational efficiency and cost effectiveness of the e2e process
- Lead and coach cross-departmental projects to implement improvements
- Partner with internal and external parties to achieve objectives of each process
- Responsible to input market requirements, test and implement best-in-class eCommerce processes with project team & global departments who will build proper solutions with our IT partners for omni-channel environment
- Specify the Market and eCommerce omni process and demand strategy in alignment with Sr Director Digital Marketplace
- Support the wider Operations team to ensure overall team success and smooth operations
- Ensure alignment to team and company strategy, goals and objectives
- Manage department of team members and provide direct reports with a clear direction and targets that are aligned with business needs and senior management goals.

Profiel

- Knowledge of key technologies and development trends in eCommerce logistics
- Knowledge of Supply chain processes (DC, outbound transportation, carriers)
- Strong influencing and communication skills
- Strong analytics abilities
- Proven experience in working with data, BI reporting
- Negotiation skills
- Excellence in Microsoft Office especially Excel and PowerPoint
- Ability to work in fast changing environment
Requisite Education and Experience / Minimum Qualifications:
- At least 7 years relevant working experience in managing omnichannel fulfillment, preferably in Fashion and apparel industry
- Experience as team lead/people lead
- Experience with SCM/IT omni operations is a plus
- Experience in Retail is a plus
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