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 l’ensemble des activités liées au service client et aux opérations e-commerce.
Ce rôle stratégique a un impact direct sur la croissance du chiffre d’affaires et la fidélisation des consommateurs en optimisant les leviers opérationnels et service sur l’ensemble 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 l’échelle 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 l’automatisation et l’amélioration continue.
• Manager les partenaires externes et assurer l’alignement global/régions.
• Construire et développer une organisation performante orientée consommateur.