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Assistant Manager Ecom Operations Backend
hace 2 semanas
ASSISTANT MANAGER ECOM OPERATIONS BACKEND-
- The team is key to make sure the premium experiences that our customers deserve and expect, come to live as intended, and is a key partner elevating the eCom business to even higher standards. You will be working cross functionally with the business team, project team, SCM and IT Organizations and across several systems to ensure order flows efficiently throughout the entire customer journey, taking consideration that the new EU DC landscape is shaping out to be able to serve future business needs. Driven by your analytical skills, natural technical mindset and your business operations acumen, you will be exposed to a broad portfolio of stakeholder groups working together on creating the future.
Key Responsibilities:
- Data analysis, troubleshooting and monitor and improve key business KPIs:
- Coordinating with other projects to make sure dependencies and risks are considered
- Ensure dataflow is running flawlessly between eCommerce and order management systems, so business KPI’s and SLA’s are met
- Support local operations in providing input into global operations best practice definition, through data analysis and past experiences.
- Support and suggest technical and data improvements on the full order lifecycle to ensure seamless consumer experience and following up on exceptions as identified.
- Support new roll outs to ensure business value considered with minimum negative impacts towards consumers
- Support Inventory health practice to ensure we show the right inventory to the right consumers
- Day to day Operations:
- Execute the business of running online store in terms of Inventory and Order Management perspective
- Define and validate accuracy of the reporting tools
- Monitor and coordinate incidents for ticket prioritization & resolution and relay communication to line managers and relevant stakeholders.
- Coordinate rollout timelines with other projects and commercial campaings to minimise negative impact in orderflow journey
- Assist in identifying and implementing process and operational improvements in partnership with market and global teams
- Support the wider operations team to ensure overall team success and smooth operations.
- Monitor OMS and SCM update rollouts and ensure systems are stable.
- Develop expertise in reporting tools such as Kibana to drive reporting enhancements.
Education and Stakeholder Management
- Becoming the main POC for order life cycle and Inventory related queries.
- Provide creative ideas to existing problems and help improve and stabilise OMS operations.
- Go to person to get extensive information on actual and past issues.
Key Relationships:
- Program Managers from both eCom and Supply Chain
- Fulfillment, Content and Payment Ops, Supply Chain, Store Operations, Customer Service,
- Global Teams: Global IT, Digital Brand Commerce, Digital Sales Solutions, Inventory and Order Management.
- Local teams: Marketing, Brand Activation, Digital merchandising, Omnichannel, Analytics,
- Master data and Retail IT partners.
Knowledge, Skills and Abilities:
- Knowledge of eCommerce platforms, processes and data flows.
- Knowledge of backend order management systems (IBM Sterling) and SAP.
- Self-Motivated, approachable and quick to adopt new learnings.
- Driven and passionate to understand new systems and technologies.
- Analytical and problem-solving skill-set - continuous enhancement of data driven approaches to operations is a key goal for our team.
- A clear understanding of business levers which impact eCom commercial success such as conversation rate, traffic, average order value, ‘Click-to-delivery’ & cancellation rates.
- Organized and able to communicate and educate non-technical stakeholders.
- Comfortable working independently towards common goals and agreed deadlines.
- Comfortable working in a dynamic environment, where change is a constant.
- Gets energized by going into the details.
- Foundational understanding of the eCom architectural landscape on a high level.
- Requisite Education and Experience / Minimum Qualifications:
- College/University degree from an accredited institution in Computer Science, Information Management or Logistics and Supply Chain Management or equivalent combination of education and experience.
- 2-3 years of eCommerce / Retail / Order Management experience, preferably within an Operations role.
- Basic to intermediate knowledge of IT Systems, performance testing and monitoring, web analytics tool and Quantitative data analysis.
- Practical experience in one or more of these solutions: MS-Excel, Kibana or similar data visualizations tools, Salesforce Commerce Cloud (also known as Demandware) and Inventory/Order Management solutions such as IBM Sterling and SAP.
- Basic to intermediate experience in workflow/task management and documentation solutions, such as Atlassian JIRA & Confluence.
- Some experience in mobile app. developments, technical issue management, incident manageme
