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Reference Code:  71091

Operation Excellence Manager

Amsterdam, NH, NL

Permanent
  
  

WHO ARE WE?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment!
Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.  
At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

In this continuous growing and dynamic context for Online, the Operations Manager will ensure the efficiency of the day-to-day operational activities and will become the key connector between our online retail boutiques (Web, CRC, Omnichannel) and several other departments. Working as key element of the team, he/she will establish the excellence of our services and lead new roads to the clients, driving continuous improvements of our operations.

 

Missions

  1. Build expertise of eBusiness systems & flows
  • Understand the key systems (ERP, Middleware,…) used on daily basis to manage and fulfill online orders in order to identify frictions and any enhancements needed – escalate & discuss evolutions needs with HQ
  • Implement & iterate the business rules in line with HQ Guidelines
  • When business rules need to be adapted to reflect the changing client behaviors and delighters, consolidate proposed evolutions, prioritize and discuss with HQ
  • Manage the implementation of new processes and systems as a systems (SAP) key user

2. Guarantee the execution of all eBusiness services

  • Build a strong relationship with all key stakeholders and internal partnerships (anti-fraud, logistics, retail, supply chain, etc) to ensure good communication, smooth processes and efficiency gains 
  • Ensure the setup and availability of components needed to fulfill the orders (stock, consumables, services e.g. engraving, etc.)
  • Manage arbitration for online order stock requests, liaising with internal and external partners to guarantee correct order fulfilment (boutiques, Supply Chain, logistics…)

3. Identify new ways to elevate the client experience and escalate to HQ

  • Understand the customer journey and the delighters for our clients as well as the performance of our online retail boutiques within the Region & taking into account the local specifics
  • Analyze new services/projects based on evolving client needs and support client engagement activities (organization, materials etc.) – build associated business cases & share with HQ
  • Align with HQ on operational priorities for release management / portfolio demand
  • Project-manage the implementation of related projects

4. Ensure the excellence of the Maison image

  • Create a competitive advantage vs others luxury Maisons through a perfectly delivered client experience from payment to delivery/fulfillment in line with Maison Online Retail Strategy

 

Competences

  • 4/5 years’ experience in Operations, Project Management, Supply chain in an eComm or digital environment.
  • Experience with enterprise IT Systems knowledge (SAP)
  • Ability to work in a complex and multicultural environment.
  • Problem-solver, service and result oriented
  • Constant “can-do” attitude.
  • Strong previous experience in luxury / consulting /retail is a plus
  • Fluency in English, French is a plus

 

More than a job…an experience!

 

By joining the Maison, you are joining a team where our team members‘ development in one of our main focus.

 

The recruitment process:

  1. Apply online
  2. If your profile matches our search, you will be contacted by the HR team for an interview. Otherwise, you will receive an email to inform you that you are not selected.
  3. You will meet with the E-commerce Manager Europe.

 

#BloomWithVca

 

Link to our career page: https://careers.vancleefarpels.com