eCommerce Operations Manager

Kering - New York, New York

Role Mission

                            

The eCommerce Operations Manager will play an integral role in elevating the Gucci website to a position of having world-class ecommerce operations and associated processes, including those associated with site management, QA, and related systems to support high growth and rapid response to a range of situations.  The role will partner with a variety of departments both within Gucci North America and key partners in Italy and other regions to improve the customer experience as well as the ratio of revenue to net sales.  The role will work closely with the Director of Operations as well as the Vice President/General Manager of E-Commerce on a range of projects and initiatives.

 

Key Accountabilities

 

Pre / Back Order Oversight and Management

• Responsible for reviewing daily back order logs in order to accurately access;

• Present back order information to buyers, customer service and executive teams;

• Responsible for providing information and insight to key opportunities, weakness and threats.

   

IT / Systems and Ticketing Support

• Responsible for reporting on all system issues, both back end and front end systems;

• Log tickets and provide constant follow up and support on any updates;

• Provide feedback and updates to any logged tickets;

• Weekly meetings with technical team to discuss tickets, provide feedback and identify prioritization;

• Test all releases across multiple platforms and devices, UAT, staging and production environments.

 

Order Management System (Oracle) Operations

• Queue management – maintaining all queues in e-business system to make sure orders are processed efficiently and timely;

• Scan system for bugs and order errors and rectify or file tickets with MIS;

• Correct all settlement errors between e-business system and payment gateway;

• Provide tickets, feedback and project plans to support for system upgrades and changes. 

Gucci Site Operations

• Responsible for team that is liaison with support on all changes to FAQ, assistance, return policies, shipping functionality/polices, bugs, and test orders.

General Operations

• Prepare daily status report on sales, warehouse activity and pre and back order metrics;

• Call center/orange system operations – support technical changes and line additions.  Provide back end operations on functionality, system schedule, testing and queue/code changes;

• Provide warehouse projections on expected increases in order volume for key seasonality;

• Support the launch of new initiatives with key partners through a variety of means, such as interfacing with internal and external partners on systems requirements and testing;

• Stay up-to-date on business KPIs and trends;

• Partner closely with the fraud team to support their key business operating needs. 

Reporting

• eComm return reporting;

• IPad Sales reporting;

• Fed Ex analysis reporting,

• General KPI reporting.

 

 

Key Requirements

•  Bachelor’s Degree from four-year college;

• Microsoft Office; proficiency in Excel;

• Experience working with payment gateways; E-commerce business platforms and inventory and 3pl systems;

• Strong analytical and reporting skills;

• Strong management and team work.

 

 

EOE M/D/F/V

 

 

 

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Posted: 30+ days ago

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