eCom Consumer Service & Operations Senior Manager

We are looking for a strategic and execution-driven eCom Consumer Service & Operations Senior Manager to lead at global level all aspects of Consumer Service and e-Commerce website operations.

This role is directly responsible for driving revenue growth and consumer retention by leveraging operational excellence and service performance across the entire e-commerce journey from order placement to post-purchase experience.

Reporting to the VP E-Commerce you will define global strategies frameworks and standards to ensure a seamless scalable and consistent consumer experience worldwide.

Your Main Missions:

Global Leadership & Strategy Development
Define and lead the global strategy and guidelines for Consumer Service and e-Commerce operations.
Align roadmaps and key initiatives with broader business growth objectives.
Act as the key decision-maker for optimizing service levers to increase sales conversion retention and satisfaction.
Drive expansion initiatives (new markets new service channels sustainability-related post-purchase initiatives).

Consumer Service as Business Driver
Design and implement a high-performance world-class consumer service strategy across phone email chat and social media.
Develop incentive programs to maximize up-selling cross-selling and conversion while controlling return rates.
Establish and monitor sales and service KPIs.
Lead product and sales-oriented training programs for service teams.
Implement retention and loyalty strategies based on data-driven personalization.

E-Commerce Website Operations Management
Ensure end-to-end operational excellence from purchase to delivery.
Oversee fraud detection and prevention frameworks in collaboration with Finance and external providers.
Optimize payment gateways and checkout processes to maximize conversion and reduce friction.
Improve order accuracy fulfillment efficiency and delivery lead times.

Data-Driven Performance & Continuous Improvement
Develop and track KPIs across service and operations.
Leverage consumer behavior data and analytics tools to identify growth opportunities.
Drive automation initiatives to improve scalability and efficiency.
Benchmark best-in-class CX standards and continuously monitor innovation.

Cross-Functional & Partner Collaboration
Collaborate with Regional e-Commerce Consumer Service Operations IT Product CRM Finance Legal and Supply Chain teams.
Manage third-party providers including logistics payment processors fraud tools and customer service partners.
Ensure global alignment while adapting to regional specificities.

Leadership & Governance
Build and lead a high-performing consumer-centric organization.
Manage budgets and resource allocation to support key initiatives.
Contribute to long-term e-commerce strategic planning and forecasting.

Nous recherchons un(e) eCom Consumer Service & Operations Senior Manager pour piloter au niveau global lensemble des activités liées au service client et aux opérations e-commerce.

Ce rôle stratégique a un impact direct sur la croissance du chiffre daffaires et la fidélisation des consommateurs en optimisant les leviers opérationnels et service sur lensemble du parcours e-commerce.

Rattaché(e) au VP E-Commerce vous définirez les stratégies frameworks et standards globaux afin de garantir une expérience consommateur fluide cohérente et scalable à léchelle mondiale.

Vos principales missions :

Définir la stratégie globale service client et opérations e-commerce.
Optimiser les leviers de conversion fidélisation et satisfaction client.
Déployer une stratégie de service client orientée performance et excellence.
Piloter les flux post-achat : fulfillment paiements fraude retours.
Mettre en place et suivre les KPI business et opérationnels.
Développer lautomatisation et lamélioration continue.
Manager les partenaires externes et assurer lalignement global/régions.
Construire et développer une organisation performante orientée consommateur.

Qualifications :

What Were Looking For:
Masters degree in Business or related field preferred.
Minimum 7-10 years of experience in e-commerce ideally in a similar senior leadership role.
Strong expertise in consumer service e-commerce operations and D2C business models.
Experience managing global or international matrix organizations.
Solid knowledge of SAP and other IT systems related to e-commerce operations.
Strong analytical mindset with KPI-driven decision-making capability.
Experience managing third-party vendors and large-scale operational ecosystems.
Fluent English required.

Profil recherché :
Bac 5 en commerce ou équivalent.
Minimum 7-10 ans dexpérience en e-commerce idéalement dans un rôle senior similaire.
Expertise confirmée en service client et opérations e-commerce D2C.
Expérience en organisation matricielle internationale.
Bonne maîtrise des systèmes IT et SAP.
Forte capacité danalyse orientée KPI et performance.
Expérience en gestion de partenaires externes.
Anglais courant requis.

Additional Information :

Fixed-term contract until December 31 2027.
Position based in Annecy France.
Global scope with regional collaboration.

Ready to structure and elevate Salomons global e-commerce operations and consumer experience Apply now and join the transformation journey.

Ce que nous offrons :
Contrat en CDD jusquau 31 décembre 2027.
Un rôle stratégique au cœur de la structuration des opérations e-commerce globales.
Poste basé à Annecy.

Prêt(e) à structurer et transformer les opérations e-commerce de Salomon à léchelle mondiale Postulez dès maintenant.

Remote Work :

No

Employment Type :

Contract