Ecommerce Customer Experience

Alpinestars; Liguria; In loco; EUR 45.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading global performance apparel company in Italy is seeking an Ecommerce Customer Experience & Operations Manager to enhance the end-to-end customer experience. The role involves optimizing e-commerce operations, managing a customer service team, and collaborating with logistics and fulfillment for seamless delivery. A Bachelor’s degree and 5+ years of relevant experience are required, along with strong leadership and analytical skills. This is an on-site position in Asolo, with working hours from 11am to 8pm.

Competenze

• 5+ years of experience in e-commerce operations management or a related role.
• Strong analytical skills to interpret data and improve efficiency.
• Fluency in English is required.

Mansioni

• Drive improvements to the on-site customer experience.
• Manage the customer service team to resolve inquiries.
• Oversee the complete customer journey from cart to delivery.

Conoscenze

Customer experience management

E-commerce operations management

Analytical skills

Leadership

Organizational skills

Formazione

Bachelor's degree in business or related field

Strumenti

E-commerce platforms

Order management systems

Descrizione del lavoro

Overview

Alpinestars is the leading global performance motorsports apparel, protection and footwear manufacturer. For over 55 years the company has been providing the world's best athletes and motorsports enthusiasts in the pursuit of performance excellence with the most technologically advanced products which fuse protection, innovation and style.

The company, thanks to outstanding and constantly innovative products, is in a powerful growth phase in the global market, reflecting the strengthening of the staff in order to join our great successful team.

Posizione :

We are now looking for an Ecommerce Customer Experience & Operations Manager, who will be responsible for overseeing and optimizing the end-to-end customer experience and operations of our ecommerce business. (S)he will collaborate with cross-functional teams (internal and external), including logistics, inventory management, customer service, and fulfillment, to ensure efficient and effective operations that meet customer expectations and support business growth. (S)he ultimate goal will be to streamline processes, enhance productivity, and maintain a high level of operational excellence.

Responsibilities

• Drive improvements to the on-site customer experience by analyzing customer feedback, identifying opportunities, and collaborating closely with the broader e-commerce team to implement impactful enhancements.
• Manage and lead the customer service team to address customer inquiries, resolve issues, and enhance the overall customer experience.
• Oversee and optimize the complete cart-to-home customer journey to ensure a seamless, premium purchasing and delivery experience.
• Proactively develop strategies and initiatives aimed at reducing product returns by addressing root causes, enhancing customer education, and improving product descriptions and packaging.
• Collaborate with 3PL provider to establish and maintain strong relationships and ensure effective operations;
• Collaborate with the logistics team to manage inventory levels, optimize warehousing, and ensure timely product fulfillment;
• Oversee order management processes, including order processing, shipping, tracking, and delivery, to ensure on-time and accurate order fulfillment together with potential 3PL partners;
• Monitor and analyze operational KPIs to identify areas for improvement and implement solutions to enhance efficiency, cost-effectiveness, and customer satisfaction;
• Continuously evaluate and improve existing operational processes, systems, and tools to increase productivity and reduce errors;
• Monitor industry trends and best practices in ecommerce operations and implement relevant improvements and innovations to stay ahead of the competition.

Qualifications and requirements

• Bachelor's degree in business, supply chain management, operations, or a related field - Advanced degree is a plus;
• 5+ years of experience in e-commerce operations management, customer experience management, or a related role.
• Proven experience driving improvements in customer experience
• In-depth knowledge of ecommerce operations, including inventory management, order fulfillment, logistics, and customer service;
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to improve operational efficiency;
• Proven experience in process optimization, lean methodologies, and project management.
• Familiarity with ecommerce platforms, order management systems, and other relevant operational tools and software.
• Excellent leadership and team management abilities, with a track record of driving performance and achieving results through collaboration and motivation;
• Exceptional organizational and problem-solving skills, with the ability to handle multiple priorities and meet deadlines in a fast-paced environment;
• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and external partners;
• Fluency in English (both written and spoken) is required. Knowledge of other languages is a plus.

To apply, please submit your resume, portfolio, and a brief explanation of your approach to optimizing ecommerce operations and improving customer satisfaction.

Altre informazioni : Location :

Asolo - on site

Working time : 11am - 8pm