Code de référence:  105808

CDI - Omnichannel Operations Manager - H/F

Paris, 75, FR

Permanent
  
  

Since 1964, Alaïa is a Parisian Fashion Maison, with a Couture soul and a timeless sense of beauty.
Azzedine Alaïa, a legendary master of cut, changed the look of fashion in the 80’s with his sculptural silhouettes. Today, the Belgian Creative Director Pieter Mulier, perpetuates his quest of perfection and modernity, sharing the same technical skills and passion for arts. Shape driven creations and iconic knits are sculpted on the body, crafting unique interpretations of the free beauty of women.
 

We make hearts beat.

“We wish to create a welcoming home and bespoke moments to reveal and empower feminity, and nurture a multicultural community of clients, lasting through generations” Pieter Mulier

Since 1964, Alaïa is a Parisian Fashion Maison, with a Couture soul and a timeless sense of beauty.
Azzedine Alaïa, a legendary master of cut, changed the look of fashion in the 80’s with his sculptural silhouettes. Today, the Belgian Creative Director Pieter Mulier, perpetuates his quest of perfection and modernity, sharing the same technical skills and passion for arts. Shape driven creations and iconic knits are sculpted on the body, crafting unique interpretations of the free beauty of women.

 

As a member of the E-commerce team, reporting to the Global E-commerce & Omnichannel Director, you will be responsible for the implementation, monitoring, and optimization of our omnichannel processes.
As part of a strategic project, Maison ALAÏA is undertaking the internalization of its e-commerce and omnichannel activities, which includes deploying a new e-commerce platform and directly managing all omnichannel flows and operations.
This key role will be at the heart of this internalization project, ensuring communication between various departments and supervising performance tracking.


Key Responsibilities:


Implementation of an International Call Center
-Lead the implementation of a new call center in close collaboration with the Richemont Group across four strategic regions (USA, Europe, Japan, APAC).
-Actively participate in developing the processes and standards for the call center, ensuring they meet the Maison’s service requirements.
-Coordinate operations to ensure a smooth transition to an internalized call center structure, while maintaining the quality of the omnichannel customer experience.
-Work closely with local teams to integrate the call center with the operations of boutiques and the central warehouse, creating synergy across service channels.

Implementation and Coordination of Fraud Management
-Oversee the establishment of new fraud management procedures in coordination with the Richemont Group, ensuring all processes are adapted to the Maison’s specific needs.
-Conduct training for relevant teams (call center, logistics, boutiques) on the new anti-fraud processes and their integration into daily operations.
-Monitor and analyze fraud incidents, providing regular reports to adjust practices in response to evolving risks.


Deployment of New Omnichannel Features
-Support the project to deploy new omnichannel features on the e-commerce site.
-Coordinate operational requirements with technical teams, ensuring that features align with customer service objectives.


Monitoring and Optimization of Omnichannel Operations
-Implement key performance indicators (KPIs) to monitor omnichannel operations.
-Provide regular performance reports, analyze data, and propose corrective actions to ensure continuous improvement of operations.

 

Change Management and Training
-Train operational teams (call center, boutiques, warehouse) on new omnichannel procedures.
-Support change management across teams to facilitate the adoption of new tools and internal processes.

 

PROFILE
-Experience: 5 years of experience in omnichannel, e-commerce, or retail project management; experience in a luxury brand is strongly preferred. Previous experience in a call center environment is also an asset.
-Languages: High level of English, combined with fluent knowledge of French. Knowledge of other languages is a plus in an international context.
-Project Management Skills: Ability to coordinate cross-functional initiatives and work with multidisciplinary teams.
-Analytical Skills: Capacity to analyze performance data and propose corrective actions for improvement.
-Customer Service Orientation: Strong commitment to enhancing the omnichannel customer experience, with the level of excellence expected in the luxury sector.
-Communication Skills: Ability to effectively convey information to various stakeholders (internal teams, boutiques, warehouse).
-Team Spirit: Ability to work effectively in a dynamic and international environment.