TEMPORARY CONTRACT - 1 year
Reporting to our E-commerce manager, the E-commerce Operations executive will
oversee the back office of our e-commerce operations from orders and returns
monitoring, to payment coordination, to reportings and last miles operations.
The E-commerce executive will work closely with key stakeholders (Business
teams, IT team, Customer Care, Finance, Warehouse, Boutiques) to ensure
operational excellence.
The role is based in Dubai Design District and requires weekly visits in our
warehouse based in Dubai Investment Park.
During peak periods you might work extending hours or over weekends.
PRINCIPAL MISSIONS
E-commerce orders monitoring
* Daily monitoring of orders status in collaboration with the warehouse team
* Daily monitoring of client returns
* Daily review of the orders' payment status: check and approve/cancel orders put on hold for payment verification, ensure in time clients' reimbursements
Operations & Last mile management
* Ensure respect of our service level agreements (delivery leadtime, returns periods)
* Oversee the smooth running of the reverse logistic
* Track carriers' performances and organize weekly calls to improve services
* Inform carriers of any peak periods and adjust delivery planning
* Assist Customer Care to answer clients' demands (account, orders, payment, delivery, return) and follow up closely on client satisfaction
* Assist Boutiques on Click & Collect processes
* Update procedures and training books
* Raise alert if service levels are below our commitment and provide solutions
Reporting and analysis
* Track and report on e-commerce sales, deliveries, traffic, and conversion performances through our analytical tools.
Systems and platforms
* Review and validate CHANEL.com new pages (moodboard, product pages)
* Partner with local and Europe IT teams to report and solve technical issues impacting the online client experience and business processes
* Raise alert in case of down systems and follow-up on resolution with the relevant teams
* Participate in testing e-commerce platforms developments
* Be proactive in identifying new features and new developments
PROFILE
Expertise
* A first experience in e-commerce operations is a must
* You ideally worked in fields requiring a high-level of execution
* You are used to a demanding and fast-moving environment
* You are client-centric
Technical Skills
* Strong analytical skills (Excel advanced level)
* You already worked on an e-commerce back office and/or a warehouse management
Interpersonal skills
* Very well organized, details and actions oriented
* Flexible and positive mindset to embrace changes and agility to adapt.
* Excellent communication skills with the ability to work cross functionally with local and global teams and maintain good relationships with stakeholders (internal and external)
* Fluent English language skills are a must, Arabic a plus
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