Sr Specialist, Digital Ecom Operation

Purpose & Overall Relevance for the Organization:  

Drive digital channel operations management for all official online stores (.com, apps, emarket) through providing enhancements of backend process and campaign execution.

Key Responsibilities:

Order Management & System Monitoring

• Oversee the whole order management process including order status monitoring across multiple dashboards and systems.
• Support the DC & Post-Order Operations Manager to create an E2E seamless order flow, including managing cancel/returns order status, backorders, stuck orders, and stock discripancy.
• In case of issues related to order status or stock match across systems, escalate to the right stakeholder including ticket creation and resolution follow-up.

Product and Promotion Operations

• Own the promotional operations including voucher and discount request management using backoffice tools.
• Manage the issuance of all promotional and CRM vouchers. Facilitate voucher distribution to various systems, monitor voucher redemption, failures, and validity.
• Provide on time support for special product drops to guarantee that inventory levels are aligned with expectations
• Partner with vendors and Service Management teams to plan and ensure system readiness and monitoring during promotions.

Quality Control

• Partner with stakeholders to enhance traffic authenticity (bot traffic, blacklist).
• Provide adhoc documentation and knowledge support for auditing in Finance, IC&PP, K-ISMS.

Key relationship:

• Internal stakeholders: Ecom team, Service Management, Tech, Finance, Legal, etc.
• External stakeholders: CS vendor, 3rd party service provider and partner platforms

Knowledge, Skills and Abilities:

• High level of analytical skills
• High attention to details and capacity to summarize complex problematics
• Strong ability to work independently to achieve the eCommerce mission
• Solid capacities to manage multiple projects and priorities simultaneously
• Proven experience at communicating effectively across organization functions
• Expert knowledge of MS-Office applications
• Advanced financial knowledge and skills, and the ability to leverage this for reporting.

Qualifications and Experience:

• 4+ years of experience in a Digital, eCommerce, or Tech environment.
• University degree in Business, IT, Marketing, or Communications or relevant experience.
• Business experience in the Sporting Goods, Apparel or Sport Lifestyle or Consumer Industry preferred.
• Experience working in an international company preferred.