The role is in charge of horizontal function that has four pillars.
Operational excellence and governance. Facilitates operational reviews on daily/weekly/monthly cadence across 6 functional areas of digital operations: content publishing, promotions, payments, platform operations, fulfillment and customer support. Owns incident and problem management, collaborates with stakeholders in partner functions (TECH, SCM, Digital, Legal, Finance) to ensure timely and efficient resolution of identified incidents and analysis of root causes. Drives continuous improvement of operational processes. Coordinates execution of key campaigns (EOSS, Black Friday) within operations.
Performance reporting and consumer insights. Manages Performance Dashboard. Evolves operational reporting to fit the purpose. Owns analysis of consumer journey, designs in collaboration with peers roadmap to improve, owns its implementation.
Risk management. Builds strategy and vision for risk management evolution within ecom, executes and owns risk management KPIs across payments, delivery, returns, customer support.
Portfolio management & DCO strategy governance.Governs portfolio of operations projects and strategic initiatives: facilitates regular reviews, drives adoption within operations. Partners with ecom Strategy to ensure operations roadmap enables ecom strategy.
Key Responsibilities:
Define, build and operate ops governance framework
Define and drive operational excellence strategy for market EU
Steer and optimize operational delivery across ops pillars through connecting performance e2e, within operations and beyond. Partner with various global and market functions to resolve issues and drive problem management.
Deliver top consumer experience through owning consumer experience insights and translating those into direction for continuous improvement within operational space
Manage major incidents across operations and retrospectives
Run operational reporting and insights practice
Run Risk management function within ecom EU
Build consistent, robust and resilient knowledge management practice within Digital Consumer Operations, ensuring business continuity and knowledge retention
Govern portfolio of strategic initiatives for operations, ensuring calibration, prioritization, successful delivery and high ROE. Install and manage cadence to review progress
Influence TECH/SCM/Global Digital/ecom executive stakeholdersto accept concepts, practices and approaches that further the operational excellence of the eCommerce experience
Work in close partnership with ecom markets operations teams across NAM/LAM/APAC/EM to share knowledge and best practices
Work in close partnership with Global Digital, SCM, TECH, Service Delivery building awareness and prioritization of business requirements for operations Europe
Lead and manage team, creating team identity and belonging, building engagement. Be strong ambassador of well-being for the team. Build career and development plans, coach and grow professionals in your team.
Key Relationships:
Digital Consumer Operations
EU eCommerce
Global TECH
Global Digital
SCM Europe & Global
Service Delivery Europe
Market Europe functions: Finance, Legal, HR, etc.
Knowledge, Skills and Abilities:
Expert level skillset in best practices and operations, operational excellence
Proven track of leading operations in corporate environment
PMO expertise and experience
Knowledge of one or several of the functional areas: fulfillment, payments & risk, content publishing, platform operations, inventory & order management
Knowledge and experience in digital/retail Risk management & Profit protection is a plus
Ability to build and leverage cross-functional relationships
Strong influencing and story telling is a must
Ability to provide a framework for performance
Ability to coach, guide, manage and develop a team
Ability to cope with change, make decisions and act comfortably with risk and uncertainty
Holistic thinker – can establish and drive end-to-end strategies and initiatives encompassing multiple functions
Strong analytical skills are a must
You are a meticulous planner with experience setting and driving deadlines in operational and project environments.
Requisite Education and Experience / Minimum Qualifications:
University degree in technical, science focused or business administration discipline.
8-10 years’ experience between eCom and/or SCM, TECH, Retail operations.
7+ years experience leading, managing and motivating others, both directly and indirectly. You have proven experience recruiting, building and developing winning teams.