Purpose & Overall Relevance for the Organization:
This role exists to transform eCom Order Management from a reactive operations unit into a strategic enabler of topline revenue, operational resilience, and consumer experience.
You will lead Order Management performance, design and scale process innovations, and act as a key connector across Tech, Supply Chain, Digital Sales, and Consumer Experience. This role directly impacts Revenue Realization and Overhead Cost Reduction.
Key Responsibilities:
Order Management & Post Order Operations
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-Own end-to-end Order Management performance across the EU eCom landscape
-Resolve system and process issues across DCs, platforms, and frontend/backends
-Build incident management practices that are proactive, scalable, and data-driven
-Lead preparation for peak events (e.g. Black Friday) to ensure order health, minimal cancellation, and fulfilment speed
-Drive Consumer Experience with CS Tickets handling by resolving consumer issues and improving CS Agents guides effectively
-Own following KPIs as metrics of success : % Order Cancellation Rate, %CTO Rate (CreateToShip), CS Tickets, Return Status Health.
-Drive automation and capability to improve our speed to identify and fix consumer friction in the order space
Strategic Process Innovation
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-Define and prioritize automation opportunities using Celonis and process mining
-Build real-time monitoring systems and dashboards to surface key risks
-Drive new initiatives within the CS landscapes that enables agents serve consumers efficiently
-Drive consumer experience during development and rollout complex cross-functional projects
Key Relationships:
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-Local Teams - Supply Chain, Customer Service, Analytics, Fulfilment teams.
-Global Teams - Digital Brand Commerce, Global IT,
EMEA Delivery Hub Service Management,
Digital Sales Solutions
-External Teams - External vendors
Knowledge, Skills and Abilities:
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-Good presentation and communication (verbal and written) skills across different levels within a global organization.
-Self-motivated, approachable and quick to adopt new learnings.
-Analytical mind-set and innovative thinker - continuous enhancement of Data Driven approaches to operations is a key goal for our team.
-Effectively managing conflict with different levels of the organization for a common goal
-Assertive mind-set with strong perspectives to identify gaps and drive improvement in the area
-Comfortable with managing multiple threads and topics.
-Enjoys bringing structure and clarity to chaos
-Comfortable working independently towards common goals and agreed deadlines.
-Unphased by working in a dynamic environment where change can be constant
-Hands on experience with e-commerce solutions (Salesforce Commerce Cloud, Global-E as a plus), Order Management systems (IBM Sterling as a plus), Incident Management tools (Jira, Aspen)
-Knowledge of web analytics tools (Adobe Analytics), log analysis and management tools (Kibana/Elastic).
-Knowledge of Celonis process mining
Requisite Education and Experience / Minimum Qualifications:
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-College/University degree from an accredited institution in Computer Science or Business/Marketing or equivalent combination of education and experience.
-5+ years of
eCommerce / Retail / APP experience, preferably within an operations role.
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-Foundational understanding of the eCom architectural landscape on a high level.
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-Good understanding of technical issue management and incident management practices.
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-Foundational experience of payment as a plus
