E-COMMERCE

MANAGER E-COMMERCE OPERATIONS

Dubai, United Arab Emirates

SPEED & SPIRIT is what we look for in our candidates, defined by some simple
values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our
sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our
individual talent and experience shine. Applying for a job at PUMA is easy and
all genders are welcome. Simply click APPLY ONLINE and follow the steps to
upload your application.

YOUR MISSION

The Manager E-Commerce Operations will be responsible for payment, fulfilment,
and customer service. Primary responsibilities will include payment-related
tasks such as risk management, payment portfolio development, payment
monitoring and reconciliation, as well as maintenance of smooth fulfilment
processes and the development of new logistics services.
* Lead the implementation of new eCom systems and processes from the definition of business requirements to the successful rollout
* Liaise with internal and external service providers for the technical realization of projects and the optimization of business processes. Manage the communication between all parties
* Manage 3rd party service providers in the area of Order Management, Risk and Fraud Prevention and Payment Services
* Ensure a smooth order flow through all operations systems and interfaces - from order placement to fulfilment in the eCom warehouse
* Monitor stock synchronization across all channels. Conduct regular analysis and take measures to avoid cancellations or lost opportunities by incorrect stock.
* Plan and execute the operational implementation of new Marketplaces and the expansion to additional regions
* Evaluate and implement new trends in payments, dunning and debt collection to ensure high payment rates and superior customer experience
* Create and run ad-hoc reports to identify irregularities, and needs for service improvements and derive meaningful actions.
* Support customer service with inquiries related to check-out, payment processes, QC videos etc.
* Manage 3rd party service providers for Customer Service, set up processes & KPIs to monitor the performance of service provider
* Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below the benchmark, sustain and better quality service
* Develop & improve SOPs along with the service provider to improve the performance & ensure a delightful customer experience

YOUR TALENT

• Bachelor's degree in Business Administration, Supply Chain Management, Business Informatics or similar field


• ‎2-‎3 years of relevant working experience in eCommerce, IT, logistics, Customer Service or related areas


• Experience in coordinating internal and external service providers


• Ability to effectively prioritize various tasks in a fast-paced environment


• Willingness to take own initiatives and work independently on assigned tasks with little guidance as well as accept direction on given assignments


• Profound analytical skills and ability to work with details; Microsoft Excel is essential


• Fluent in English
  PUMA provides equal opportunities for all job applicants, regardless of race,
  color, religion, national origin, sex, gender identity or expression, sexual
  orientation, age, or disability. Equality for all is one of the core
  principles at PUMA and we do not tolerate any form of harassment or
  discrimination.
  PUMA supports over ‎16,100 employees across ‎120+ countries. The PUMA Group owns
  the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach,
  Germany.