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

• 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

• 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:

• 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:

• 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:

• 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.

• Foundational understanding of the eCom architectural landscape on a high level.

• Good understanding of technical issue management and incident management practices.

• Foundational experience of payment as a plus