Sr. Specialist Platform Operations EM

Sr. Specialist Platform Operations EM

Senior Specialist Platform Ops. EM

 

Purpose & Overall Relevance for the Organization: 

 

The person will support for oversight of all the day to day business operations on Ecom site and App in the EM market. The role will also support the local eCom market in technical discussions with Global IT, Digital Brand Commerce, Digital Sals Solutions, etc. in order to provide relevant INPUT and eventually EXECUTE for the day to day business. 

 

Key Responsibilities:  

 

Business KPI Definition and Monitoring  

• Support local operations to input into global operations best practice definition, communication, monitoring strategy etc. 
• Support business KPI's and SLA's - e.g website checkout shipping options,legal preferences and monitor these KPI’s 
• Support setting business logic configurations across various platforms - commerce cloud, product information master etc.  

 

Project Management 

• Support operationally focused projects or enhancement requests with our local & global teams 
• Support for UAT and DRY run from Business side, and make sure all the critical work flows has been tested before cutover to prod.

 

Day to Day Operations 

• Support as first level of escalation for local market business functions 
• Monitor & coordinate with IT Service Managers for ticket resolution and relay communications to relevant stakeholders 
• Ensure a work around in case fix is not available.
• Ensure the success of the eCommerce Platform operations strategy through constant monitoring of the operational KPI’s (conversion, checkout drop-off, transaction fees, payments, rejections and order processing) 
• Support in managing ecommerce data across all the different platforms (inventory, orders, returns, shipping costs, tax etc.) - support the accuracy, timeliness and consistency of the data as per business requirements.

 

Education and Stakeholder managment 

• Become subject matter expert on the platform capabilities 
• Provide creative solutions to push the envelope of the platform capabilities 
• Educate the internal eCommerce Stakeholders as well as other teams in the market (supply chain, retail, Brand etc.) on the platform capabilities.

 

Key Relationships: 

• Local Teams - Supply Chain, Customer Service, Brand Activation, Store Operations, Newsroom and Media teams, Retail IT partners 
• Global Teams - Digital Brand Commerce, Global IT, Digital Sales Solutions 
• External Teams - External vendors 

 

Knowledge, Skills and Abilities:  

 

• Basic presentation and communication (verbal and written) skills across different levels within a global organization 
• Analytical mind-set and innovative thinker 

• Knowledge of eCommerce platforms and processes preferred 
• Organized and able to communicate and educate non-technical stakeholders 
• Capable to work in a team environment and coordinate multiple tasks.

 

Requisite Education and Experience / Minimum Qualifications:  

 

• College/University degree from an accredited institution in Computer Science or Business/Marketing or equivalent combination of education and experience 
• ~2 years of eCommerce / retail / digital experience 

• Basic to intermediate knowledge of web analytics tools 
• Basic to intermediate knowledge of data visualization tools like Power BI, Adobe
• Beginner experience using MS-Excel, MS-Word and MS-Powerpoint 

Experience Level

Senior Level