Manager E-Commerce Operations

Responsibilities:

• Manage payment and logistics processes and develop expertise regarding the connection between different payment types & delivery concepts, their impact on user experience as well as possibly affected risks.
• Work with the 3rd Party Payment and Logistics Providers to ensure superior operations and satisfying customer experience.
• Own the process for COD (cash on delivery) including reconciliation and refunds.
• Proactively monitor the performance of payment methods and run analytics to discover irregularities or needs for different markets.
• Run regular risk management reports and develop measures to prohibit fraudulent orders and cash loss.
• Liaise with PUMA Warehouse and E-Com Warehouse to ensure efficient logistics processes, support expansion to new markets and new delivery methods.
• Develop powerful reporting to monitor outbound and inbound warehouse operations performance and find potential room for improvement.
• Provide forecasts for demand planning of orders, replenishment and return behaviour in order to guarantee effective resource planning of the service providers.
• Manage testing of new features and changes of the webshops, on multiple devices and web browsers – providing outlined test scenarios and detailed feedback.
• Handle 2nd level customer complaints/concerns professionally with good communication skills. Liaise with all necessary internal and external parties to find satisfactory solutions in a timely and efficient manner.