PURPOSE & OVERALL RELEVANCE FOR THE ORGANIZATION:
The goal of the eCommerce (eCom) team is to deliver one integrated consumer journey to create a premium and seamless experience so that we not only meet their expectations, but also exceed them while meeting our targets when a consumer leaves our touch point.
The Manager Post Order Operations will manage the customer journey beginning at checkout until the order is fulfilled. The Manager Value Chain Management will have a passion to drive improvements across our digital platforms resulting in incremental revenue for our eCommerce business and the improved performance of our brand experiences. The Manager Value Chain Management shares your experience in creating out-of-the-box designs and manage the optimization programs and positive results that you have brought to the business. The ideal candidate will have a good understanding of web analytics, project management, and consumer brand commercial experience. Our goal is to evolve the site and consumer experience so that we not only meet consumer's expectations but also exceed them when consumers leave our touch point - this role is the key for delivering on this goal.
The Manager Value Chain Management will liaise with the global and local teams both internally and externally to ensure the smooth integration and daily operations of this function.
Working in a cross-functional environment, the Manager Value Chain Management will also be responsible for coordinating troubleshooting with cross-functions including order related CS inquires and will be a liaison with Supply Chain Management (SCM) to manage shipping capacity based on the sales plan.
KEY RESPONSIBILITIES:
- Work closely with the global digital operations team to monitor day to day orders and order fulfillment, including fulfillment times, DC and carrier performance, returns, and exchanges
- On-site related issue management, driven by consumer inquiries and ad-hoc requests internally
- Trouble shooting for operational errors with cross-functional collaboration
- Work with Consumer Service team to manage the post order service experience for our partners
- Develop optimization based on CS or partners feedback to increase revenue, decrease cost, and improve customer satisfaction and engagement such as new functionality, shipping, return policy and payment
- Coordinating shipping capacities based on sales plan in weekly and monthly basis
- Monitor logistic performance in compliance with SLAs
- Improve logistic process and cost inventory, packaging, warehouse, shipping, and return.
- Planning facilitation
- Responsible for planning facilitation within eCom team and shipping capacity coordination to SCM/DC team.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Self-motivated and well-developed business acumen; a brand-appropriate understanding; a strong strategic judgment.
- Demonstrate the ability to use creative thinking and innovation to solve complex problems specifically in partner ecommerce
- Strong communication skills in both English and Japanese across business and technical functions
- Excellent stakeholder management skill and ability to negotiate and influence paramount to success
- Experience with CMS/WMS/OMS platforms; a fundamental understanding of systems architecture commonly used in eCommerce operations
- Ability to effectively manage 3rd party partners & agencies
- Ability to effectively collaborate and communicate with both internal and external stakeholders.
- Ability to work in a highly flexible and fast-paced environment; exemplary multi-tasking and time management skills are a necessity.
REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS:
- Bachelor's degree in Merchandising, Accounting, Finance, Business or related field or equivalent professional experience
- Minimum 3-5 years of working experience in eCommerce/Site Merchandising/Wholesale/Retail in a consumer-facing company
- Business level English skills and Fluent Japanese preferred
KEY RELATIONSHIPS:
- Global Digital Operations
- SCM
- IT
- Finance
- Legal Partners
- External Agencies
- Wholesale
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