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SalarySummary
Bottega Veneta – Inspiring individuality with innovative craftsmanship since 1966. Under the direction of Matthieu Blazy creativity lies at the heart of all that we do. Born in Vicenza the house is rooted in Italian culture yet maintains a truly global outlook. An inclusive brand with exclusive products Bottega Veneta is as much of a feeling as it is an aesthetic.Job Description
General responsibilities:
The Ecommerce Operations Manager will primarily be responsible for managing omni-channel, back-end and operational processes supporting Bottega Veneta Americas ecommerce businesses. This includes but is not restricted to omni-channel project management, monitoring inventory management in coordination with the WW ecommerce team, order processing and fulfillment liaison with the local warehouse, client service supervision/escalation and financial/KPI reporting.
Key responsibilities
Processes and operations management
- Act as the lead liaison between the ecommerce team (local and global), the warehouse, stores and client services team to implement and optimize services to deliver a world-class customer and site experience.
- Monitor site functionality to identify problematic experiences - continually seek to improve the online experience by researching and staying abreast of new and innovative solutions and capabilities, key competitor actions, industry trends and emerging customer and market needs.
- Coordinate tasks, build schedules and developmental priorities by effectively communicating with cross-departmental stakeholders (Operations, merchandising, retail, etc.).
- Manage various tasks supporting operationally focused projects or enhancement requests with our local & global teams.
- Act as first level of escalation for local market business functions.
- Maintain a thorough knowledge of internal systems and platform capabilities and educate the internal eCommerce Stakeholders as well as other teams when needed
- Manage and maintain project reporting by analyzing the success of new initiatives to deliver on identified KPIs.
Omni-channel supervision
- Act as the point of contact for omni-channel projects roll outs as well as ongoing operations.
- Be the liaison between stores, client services and involved parties.
- Train the relevant stakeholders on the new tools and processes.
- Communicate to all relevant parties to orchestrate all impacted departments (retail, finance, HR, etc.).
- Report local KPIs and insights to WW counterparts when not already available in automated reported tools.
- Conduct store visits in AMER markets to ensure a seamless partnership between retail and ecommerce teams
Client services partnership management
- Lead the relationship with the client services team – Kering Signature AMER hub.
- Provide and/or coordinate the necessary onboarding and ongoing training of ambassadors representing the brand.
- Monitor level of KPIs and SLAs and resolve or escalate issues should they arise.
- Contribute to create or change procedures in order to improve the service to the customer or reach the goals of the brand.
- Coordinate after-sale services between parties.
- Take care of escalations when they require the involvement of the brand.
Processes and Reporting management
- Responsible for on-going and adhoc reporting for Ecommerce and OMNI business.
- Document all relevant ecommerce/multi-channel SOP and evolve them as needed.
- Actively participate in providing input into operations best practice definition, communication, monitoring strategy etc.
- Assist in defining business KPI's and SLA's - e.g website checkout shipping options, shipping timelines, etc. and monitor these KPI’s.
Knowledge, skills and abilities
- Knowledge of eCommerce platforms and processes.
- Analytical mind-set and innovative thinker.
- Superior oral and written communications skills with ability to adapt to communication skills between internal stakeholders or end clients.
- Organized and able to communicate and educate non-technical stakeholders.
- Capable to work in a team environment and coordinate multiple tasks with conflicting priorities.
- Consistent service and client-oriented attitude with a genuine interest and knowledge of Bottega Veneta product as well as client’s needs.
- Exhibit a strong work ethic, leadership skills, high energy level, team oriented.
- Ability to problem solve in a self-sufficient and resourceful manner resulting in creative solutions.
- Highly organized, detail-oriented and focused on quality control and execution efficiency.
Requisite Education, Experience and Qualifications
- Bachelor’s Degree required
- Minimum of 7 years experience managing some or all of the key business functions described above in an ecommerce or multi-channel retail environment.
- Relevant experience in order management, technical issue resolution, and client services is a plus.
- Intermediate knowledge of web analytics tools (Google analytics).
- Applied experience of MS-Excel and MS-PowerPoint.
Salary Range- New York:
- Base salary range of $90,000-$100,000 (plus discretionary bonus)
Why work with us?
This is a fabulous opportunity to join the Kering adventure and to actively contribute to the development of the business by becoming part of a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.
Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.
EOE MDFV
Job Type
RegularStart Date
2024-03-11Schedule
Full timeOrganization
Bottega Veneta Inc.
