Purpose & Overall Relevance for the Organization:

This role will lead the holistic operations function within eCommerce for Emerging Markets and is responsible for steering, managing and optimizing our Operations eCommerce team.

This role is the catalyst for Operational Excellence within the eCom function. Operational excellence in this context spans from Customer Service, Post order operations, Campaign operations and Platform operations, and all supporting business processes. This position is expected to both enable and drive top line sales and bottom-line efficiency through the implementation and management of best in class operational practices.

Key Responsibilities:

• Lead the Digital operations team, including Campaign Management, and the operations of Platforms, Customization & Personalization, Post Order and Omnichannel, to achieve the target KPIs for each function, and contribute substantially to the achievement of team objectives.
• Responsible for the day to day business operations of the eCommerce platforms across emerging markets. The eCommerce platform includes the order taking platform (Salesforce Commerce Cloud) and the technical/business operation of our third parties, including, but not limited to Tealium, Bazaarvoice, Certona, Adyen, Avalara, PIM, OMS, etc.
• Lead the holistic business operations function and define operational strategy in all relevant areas; including but not limited to payment, risk, platform operations, flash/hype moments, campaign activation, customer service, Omnichannel and order management. .
• Serve as the champion for operational excellence in non-operationally focused projects. Ensure projects which are delivered have considered operational best practices and align with our operating model and resource plans.
• Lead the definition of operational best practices as they relate to platform and platform tools.
• Ensure the success of the eCommerce platform operations and strategy through definition of and constant monitoring of KPIs. Work with your team to provide the necessary visibility of KPI’s to internal and external stakeholders.
• Act as the champion for the consumer and drive a best-in-class customer service function for all DTC touch points, working with both internal and external CS agents who are focused on providing a great customer experience and driving NPS.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include leading the interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Convince and influence internal and external parties to accept concepts, practices and approaches that further the operational excellence of the eCommerce experience.

Knowledge, Skills and Abilities:

• You are an expert level skillset in Branded Commerce best practices and operations.
• Ability to build and leverage cross-functional relationships
• Ability to lead and motivate a team to achieve desired results
• 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
• Knowledge of risk and payment management tools
• Knowledge of fraud prevention and analysis
• Excellent verbal and written communication skills.
• You are a meticulous planner with experience setting and driving deadlines in operational and project environments.
• Experience in planning and managing large budgets across channels while achieving high volume growth targets.

Requisite Education and Experience / Minimum Qualifications:

• • University degree in technical or science focused discipline.
  • 7-10 years working experience with operational processes in an online consumer-facing high-transaction environment
  • 7-8 years’ experience between eCom and digital operations.
  • 7-8 years’ experience online customer service operations.
  • 10+ years’ experience leading, managing and motivating others, both directly and indirectly. You have proven experience recruiting, building and developing winning teams.