Ecom Consumer Service & Operations Senior Manager H/F Salomon / Groupe Amer Sports

We are looking for a strategic and execution-driven eCom Consumer Service & Operations Senior Managerto 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.