.B2C Operations Team Lead: APPLY NOWAs B2C Operations Team Lead, you'll contribute and provide support to both short- and long-term strategic planning for the business by improving the Operational B2C Ecommerce and Consumer Experience Team systems.
Assist with the processes and supporting the commercial strategic projects, ensuring they support business goals and the Global Digital Strategic Roadmap.
You'll also lead the B2C Operations coordinators within Order to Cash that monitors Ecommerce inbound and outbound orders and interfaces to ensure operational efficiency and stability for the Ecommerce business.
Additionally, it will be expected to support B2C tools and processes including a center of excellence for AI to enhance the experience that ASICS is offering to the consumers through the Online DTC (Direct to Consumer) channel.
Will be working along with the Distribution Team, Commercial Ecommerce Team, Consumer Experience team and Global Digital Teams to improve consumer focus.Your roleBased at our Iberia office in Barcelona, reporting to Head of Operations Specialist, as part of the role you'll:Monitor and track key systems, tools and processes with support from the team, to support sales targets and consumer experience through the B2C platform.Lead the thriving and diverse B2C Operations team by improving engagement and supporting each other in growing professionally.Plan and monitor support from the B2C operations team to the Distribution and NARVAR team with processing outbound deliveries and returns.
Working with CSX teams and global digital teams, on reporting Distribution and NARVAR performance and suggested improvements.Pro-active monitoring of Ecommerce orders.
Check with the team orders flowing system to system and take any action required to maximize the number of successful orders.Omnichannel support.
Plan and monitor the support for Omnichannel orders and system issues.
Making sure all Omnichannel orders are correctly actioned in the varying statuses of the flow.
Supporting Omnichannel rollout with BOPIS (By Online Pick-up in Store), BORIS (By Online Return in Store), and new features.Assist the Contact Hub team with Logistic related actions with our courier partners.
Monitoring exceptions and taking any proactive actions with our courier services.
Clear communication and alignment with our Logistics teams.Plan and monitor support in the testing of any changes or developments done in the tools used by the consumer experience team and wider B2C operations.Enhance and streamline the B2C process, support the implementations of new capabilities, and enhance the overall consumer experiences.Drive further implementation of the AI tools by creating and managing a center of excellence team that will focus on improving the consumer experience and enhancing operational efficiency within the business.Define key metrics and KPI frameworks to measure progress on operations initiatives and make data-informed decision